Genesys Cloud CX vs Interactive Intelligence comparison

The compared Genesys Cloud CX and Interactive Intelligence solutions aren't in the same category. Genesys Cloud CX is ranked #2 in CCP , with an average rating of 8.8, and holds a 13.7% mindshare in the category. Interactive Intelligence is ranked #47 in CRM , and holds a 0.8% mindshare. Additionally, 100% of Genesys Cloud CX users are willing to recommend the solution, compared to 100% of Interactive Intelligence users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Interactive Intelligence

Read 2 Interactive Intelligence reviews

921 Views
838 Comparison Views

100% willing to recommend

Genesys Cloud CX

Interactive Intelligence

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Executive Summary

We performed a comparison between Genesys Cloud CX and Interactive Intelligence based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

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Contact Center Platforms

January 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Interactive Intelligence

Average Rating

9.0

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

CRM (47th)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 13.7%, down 23.4% compared to last year.
Interactive Intelligence, on the other hand, focuses on CRM, holds 0.8% mindshare, up 0.1% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.7%
Amazon Connect	13.2%
Five9	8.1%
Other	65.0%

Contact Center Platforms

CRM Market Share Distribution
Product	Market Share (%)
Interactive Intelligence	0.8%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.1%
Other	94.6%

CRM

Featured Reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

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Mohamed Shareed

CX Team Lead

A customizable solution that can be integrated with almost anything

The best thing about this solution is the customizability because it can be integrated with pretty much anything. There are many solutions that are black boxes and we're unable to make any modifications to the call flows. With Interactive Intelligence, we can utilize APIs and variables. With the REST call, you can send a request and response. Elements can be incorporated into the workflow based on the response. This is the go-to thing with Interactive Intelligence. The Interactive Intelligence is quite user friendly. And Avaya, in that case, is not that great solution, on user friendliness. Basically, yeah, the same purpose I've used, but you need more expertise to manage the product. And Interactive Intelligence is one box. It contains a lot of features and we don't need to have much resources. But Avaya and others have many servers to be maintained with a single solution. It has a CN. You have to go for session manager and lots of other product servers. So, for a single solution, you need to maintain a lot of servers. This is more or less an easy environment to manage, but Avaya is very complex on the architectural level.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The latest version and updates have been great. It really has everything we need."

"The most valuable feature for me is the WFM tool."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The stability is really good."

More Genesys Cloud CX pros

"The social media integration is excellent."

"Interactive Intelligence is quite user friendly."

Cons

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Their WFM product is still pretty immature."

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The cost needs to be improved, and it should be easier to integrate."

More Genesys Cloud CX cons

"The initial setup can be a bit difficult."

"The problem with this current system is that the support is not great."

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

eGain Solve vs Interactive Intelligence

Compared 31% of the time

Microsoft Dynamics CRM vs Interactive Intelligence

Compared 30% of the time

Salesforce Sales Cloud vs Interactive Intelligence

Compared 17% of the time

Siebel CRM vs Interactive Intelligence

Compared 12% of the time

Kapture CRM vs Interactive Intelligence

Compared 11% of the time

More Interactive Intelligence Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

CRM

January 2026

Download Interactive Intelligence product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

No data available

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.

Genesys

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira

Buyer's Guide

Contact Center Platforms

January 2026

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