Genesys Cloud CX vs Qualtrics XM Platform comparison

Genesys and Qualtrics are both solutions in the Customer Experience Management category. Genesys is ranked #3 with an average rating of 8.6, while Qualtrics is ranked #2 with an average rating of 9.0. Genesys holds a 3.5% mindshare in CEM, compared to Qualtrics’s 3.0% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 100% of Qualtrics users who would recommend it.

Genesys Cloud CX

Read 13 Genesys Cloud CX reviews

4,966 Views
844 Comparison Views

100% willing to recommend

Qualtrics XM Platform

Read 14 Qualtrics XM Platform reviews

1,865 Views
727 Comparison Views

100% willing to recommend

Genesys Cloud CX

Qualtrics XM Platform

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Qualtrics XM Platform are leading competitors in the digital communication and customer experience management space. Genesys Cloud CX has an edge due to its robust omnichannel capabilities and extensive scalability.

Features: Genesys Cloud CX stands out with predictive engagement, drag-and-drop IVR configuration, and comprehensive reporting and analytics tools. Its flexible cloud-based service deployments and omnichannel capabilities are noteworthy. Qualtrics XM Platform excels in advanced survey capabilities, seamless data integration, and AI-driven text analysis. The platform's real-time feedback features and prebuilt integrations with messaging platforms make it ideal for large-scale feedback consolidation.

Room for Improvement: Genesys Cloud CX could enhance process automation and integration and improve reporting and customization capabilities compared to Genesys Engage. Third-party encryption and cost flexibility require attention. Qualtrics XM Platform needs improved graphical analytics tools, more dynamic survey adjustment features, and better dashboards' speed and flexibility. Enhanced AI capabilities for survey generation would benefit users.

Ease of Deployment and Customer Service: Both platforms offer flexible deployment options for public, private, and hybrid clouds. Genesys Cloud CX provides efficient support but requires improvement in customer service response times in some regions, with reliance on third-party partners for technical support. Qualtrics XM Platform offers easy cloud deployment, although its technical support lacks detailed user feedback. Users can efficiently operate within diverse digital environments.

Pricing and ROI: Genesys Cloud CX features a pay-as-you-go pricing model, which can be cost-effective but is sometimes seen as expensive and inflexible. Its licensing model scales with organizational needs, delivering strong ROI for its comprehensive features. Qualtrics XM Platform offers customizable feature sets and a flexible licensing approach, though it's generally considered expensive. Both platforms are perceived as delivering strong ROI, justified by their business benefits.

To learn more, read our detailed Genesys Cloud CX vs. Qualtrics XM Platform Report (Updated: December 2025).

Buyer's Guide

Genesys Cloud CX vs. Qualtrics XM Platform

December 2025

Download the complete report

Helped 881,082 peers since 2012

Review summaries and opinions

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

ROI

Sentiment score

6.3

Genesys Cloud CX boosts profit margins and user satisfaction, but renewal pricing often misaligns with clients' expectations.

Sentiment score

7.3

Qualtrics XM Platform enhances brand value through positive feedback, seamless integration, and notable ROI, appealing to big clients.

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.

Morvin Arun Pinto

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

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Customer Service

Sentiment score

7.6

Genesys Cloud CX support is generally responsive and reliable, though experiences vary depending on complexity, client size, and region.

Sentiment score

6.3

Qualtrics XM Platform's customer support is efficient but shows declining quality recently, with benefits from an active online community.

The impact of the real-time dashboards on the decision-making processes is excellent.

Morvin Arun Pinto

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

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Scalability Issues

Sentiment score

7.2

Genesys Cloud CX is praised for its user-friendly scalability, supporting extensive call centers with frequent feature updates and easy onboarding.

Sentiment score

7.8

Qualtrics XM Platform is scalable and adaptable, accommodating diverse organizational needs from small teams to large enterprises efficiently.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Stability Issues

Sentiment score

7.8

Genesys Cloud CX is highly stable and reliable, supported by AWS, with prompt issue resolution and minimal downtime.

Sentiment score

7.9

Qualtrics XM Platform is stable and reliable, with minimal downtime and efficient support, though occasional manageable glitches occur.

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Room For Improvement

Genesys Cloud CX requires enhancements in automation, integration, customization, pricing flexibility, support, and user autonomy for improved user satisfaction.

Users want better Salesforce integration, dynamic surveys, improved analytics, AI, visuals, and dashboard efficiency in Qualtrics XM Platform.

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.

Morvin Arun Pinto

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

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Setup Cost

Genesys Cloud CX offers flexible subscription pricing perceived as costly, but its features and scalability provide substantial value.

Qualtrics XM Platform's flexible pricing is costly but justified by customization and scalability, with wide-ranging costs and valuable investment.

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Valuable Features

Genesys Cloud CX provides reliable, scalable customer engagement tools with omnichannel capabilities, user-friendly design, and advanced AI integration.

Qualtrics XM Platform provides user-friendly surveys, AI-driven insights, seamless integrations, and automated processes for effective feedback and satisfaction management.

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Morvin Arun Pinto

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

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

The integration of CTI within the IT system is a particularly valuable feature.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the Qualtrics XM Platform report

Categories and Ranking

Genesys Cloud CX

Ranking in Customer Experience Management

3rd

Average Rating

8.8

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

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

Qualtrics XM Platform

Ranking in Customer Experience Management

2nd

Average Rating

8.8

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Social CRM (3rd), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (2nd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 3.5%, down from 6.4% compared to the previous year. The mindshare of Qualtrics XM Platform is 3.0%, down from 6.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
Qualtrics XM Platform	3.0%
Genesys Cloud CX	3.5%
Other	93.5%

Customer Experience Management

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.

Read full review

VinayakMishra

Technology Consultant at Zill Consulting

Workflows are very good, integrate with a lot of things and effective real-time feedback mechanism

There is a lot to improve in Qualtrics. 1. The dashboard is quite slow compared to other dashboards like Power BI and Tableau. The attractiveness of the dashboard also needs work. For example, if I want to move widgets from one page to another, I have to do it one by one. If there are many widgets, I cannot multi-select and move them. 2. In workflows, they can be categorized into folders. Currently, there is no folder structure. So, Qualtrics should introduce folders where you can put multiple workflows in one place. 3. Qualtrics can also introduce AI features to suggest how to build a survey. For example, if I make a grammatical error or if I input a query that a client is looking for a particular kind of survey with a specific use case, it should automatically suggest some templates for building a survey. There are a lot of things they can improve on. These are just a few.

Read full review

See which vendors are best for you

Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.

See recommendations

881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

University

13%

Computer Software Company

10%

Educational Organization

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	1
Large Enterprise	6

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...

See all answers

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

What do you like most about Delighted by Qualtrics?

The tool's most valuable feature is its setup process. I find it intuitive, especially regarding tasks like randomization and survey logic. Delighted by Qualtrics is intuitive compared to many comp...

See all answers

What is your experience regarding pricing and costs for Delighted by Qualtrics?

Delighted by Qualtrics is more expensive than the competitor solutions. In my personal experience, even if I imagine that we have a partner running the solution on our behalf, internal resources wi...

See all answers

What needs improvement with Delighted by Qualtrics?

The process of creating, updating, and importing participants needs to be more flexible in Delighted by Qualtrics. When a new user needs to be added into the system, for instance, if someone joined...

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 16% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

TalkDesk vs Genesys Cloud CX

Compared 3% of the time

More Genesys Cloud CX Competitors

eXplorance Blue vs Qualtrics XM Platform

Compared 11% of the time

Glint vs Qualtrics XM Platform

Compared 9% of the time

Culture Amp vs Qualtrics XM Platform

Compared 8% of the time

QuestionPro vs Qualtrics XM Platform

Compared 5% of the time

SurveyMonkey vs Qualtrics XM Platform

Compared 5% of the time

More Qualtrics XM Platform Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2026

Download Genesys Cloud CX product report

Buyer's Guide

Qualtrics XM Platform

January 2026

Download Qualtrics XM Platform product report

Also Known As

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

Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,

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

Qualtrics XM Platform offers AI-driven analytics, seamless integrations, and an intuitive interface for efficient data collection and visualization. Known for its user-friendly design, it supports real-time feedback and sentiment analysis, catering to companies seeking streamlined workflows.

Qualtrics XM Platform enables organizations to create surveys with ease through its drag-and-drop interface. With prebuilt integrations and advanced analytics tools like Text iQ, users efficiently gather insights from data. The platform's comprehensive dashboards facilitate dynamic engagements and amplify decision-making. While the platform excels in many areas, it needs improvements in Salesforce integration, graphical analytics tools, and dashboard speeds to enhance user experience. High costs and data migration limitations are noted as concerns. Qualtrics is utilized across industries for collecting customer experience data, automating surveys, and boosting employee engagement, though some industry-specific functional enhancements are recommended.

What key features does the Qualtrics XM Platform offer?

User-friendly survey creation: Drag-and-drop functionality simplifies design.
AI-driven analytics: Tools like Text iQ offer real-time feedback and sentiment analysis.
Prebuilt integrations: Seamlessly work with existing systems and tools.
Comprehensive data visualization: Enhanced dashboards improve data interpretation.
Automated notifications: Boost engagement with prompt updates and alerts.

What benefits should users expect when reviewing Qualtrics XM Platform?

Simplified tasks: Streamlined workflows reduce complexity in processes.
Improved decision-making: Real-time insights assist with strategic planning.
Enhanced engagement: Features encourage interaction and participation.
Accessibility: Easy for users without technical expertise.

Organizations implement Qualtrics across industries to gather customer insights and automate feedback processes. Retailers use kiosks for in-store feedback, while HR departments leverage the platform for employee onboarding. Banking sectors adopt it for transactional feedback, whereas technology firms assess content effectiveness through in-depth surveys. Enhanced real-time dashboards help access and utilize collected data efficiently.

Qualtrics

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

Aetna, 1 800 Contacts, GE

Buyer's Guide

Genesys Cloud CX vs. Qualtrics XM Platform

December 2025

Free Report: Genesys Cloud CX vs. Qualtrics XM Platform

Find out what your peers are saying about Genesys Cloud CX vs. Qualtrics XM Platform and other solutions. Updated: December 2025.

DOWNLOAD NOW

881,082 professionals have used our research since 2012.

See our Genesys Cloud CX vs. Qualtrics XM Platform report.

See our list of best Customer Experience Management vendors.

We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.