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Genesys Cloud CX vs CloudTalk Comparison (2026)
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Good recommendations?
Genesys Cloud CX
4.3
(270)5
138
4
98
3
23
2
5
1
6
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
CloudTalk
4.4
(271)5
184
4
55
3
9
2
8
1
15
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Genesys Cloud CX is a cloud-native CCaaS platform unifying omnichannel engagement, workforce management, and AI-powered journey.
CloudTalk is a top-tier telephony system built for modern companies. Make things easier for your sales and customer support teams with 70+ advanced features and seamless integrations with your existing business software. It’s the perfect phone system for mid-sized companies. Try a FREE 14-day trial.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.3
270
5
4
3
2
1
138
98
23
5
6
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this app4.4
271
5
4
3
2
1
184
55
9
8
15
- Value for money
- Ease of use
- Features
- Customer support
76%
would recommend this appPros
“The system is stable, secure, and scalable, making it suitable for customer service teams of different sizes. While it takes some time to learn all of its advanced features, the functionality, reliability, and reporting capabilities make it a valuable solution for managing customer interactions.”
PP
Piyusha P.
Customer service operator
“The interface is intuitive, security features are strong, and the reporting and analytics provide valuable insights for improving customer service.”
PP
Piyusha P.
Customer service operator
“Running a team of SDRs, the routing, reporting, and visibility are genuinely strong and give me what I need to manage performance properly.”
cm
ciara m.
Head of Business Development
Pros
“if you want to redirect calls from your mobile to cloudtalk, it has a voice that is usually muted by everyone (but this is not a cloudtalk problem)”
EL
Eva L.
Sales and Business Development
“It integrates smoothly with popular CRMs like HubSpot and Salesforce, saving time with automatic logging.”
Nishant B.
BDM
“Name is displayed on call or double check on number is not required”
DV
Dhanesh V.
Team lead
Cons
“The UI could do with a proper refresh because some areas feel dated and harder to navigate than they should be.”
cm
ciara m.
Head of Business Development
“That said, it has not evolved as quickly as I would have liked, and you do start to notice the gaps when you compare it to more modern tools.”
cm
ciara m.
Head of Business Development
“Missing some features like: post call note during the call”
Marc G.
Collection and Digital senior specialist
Cons
“The mobile app lacks some key functions compared to desktop.”
Nishant B.
BDM
“I have been without a customer support number in my company for 4 days, and I have had close to zero assitance to solve my issue.”
DB
Debora B.
director
“Technology companies are using their reach into a worldwide customer base to enable their growth then applying less than stellar customer support.”
Anthony A.
General Manager
- Vendor responds to reviews
- Last review2 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features180
- @mentions
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attendance Management
- Audio/Video Conferencing
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- Brainstorming
- By-Extension Reporting
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Integration
- Call Center Management
- Call Conferencing
- Call Disposition
- Call Duration
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transcription
- Call Transfer
- Call Volume
- Call Whispering
- Callback Scheduling
- Caller ID
- Caller Profiles
- Campaign Analytics
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Library
- Content Management
- Contextual Guidance
- Conversation Intelligence
- Conversion Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Directory
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Call Centers
- For Cloud Phone Systems
- For Sales Teams/Organizations
- For eCommerce
- Full Text Search
- Gamification
- Geotargeting
- IVR
- Inbound Call Center
- Inbound Reporting
- Inbox Management
- Integrations Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Intraday Management
- KPI Monitoring
- Key Performance Indicators
- Keyword Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Language Detection
- Lead Capture
- Lead Management
- Leaderboards
- Leave Tracking
- List Management
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Data Sources
- Multiple Scoring Models
- Multiple Scripts
- Multiple User Accounts
- NPS Survey Structure
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Online Time Clock
- Online Voice Transmission
- Outbound Call Center
- Outbound Reporting
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Pre-Configured Bot
- Pre-recorded Messages
- Predictive Analytics
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Productivity Analysis
- Progress Tracking
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Ring Groups
- Role-Based Permissions
- SIP Trunking
- SMS Marketing
- SMS Messaging
- Sentiment Analysis
- Survey/Poll Management
- Text to Speech
- Third-Party Integrations
- Unattended Call Management
- Unified Communications
- User Management
- Video Conferencing
- Virtual Call Center
- Virtual Extensions
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voice Recognition
- Voicemail Transcription
- Who Answered Log
- Workflow Automation
- Workflow Management
- Total features133
- @mentions
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attendance Management
- Audio/Video Conferencing
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- Brainstorming
- By-Extension Reporting
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Integration
- Call Center Management
- Call Conferencing
- Call Disposition
- Call Duration
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transcription
- Call Transfer
- Call Volume
- Call Whispering
- Callback Scheduling
- Caller ID
- Caller Profiles
- Campaign Analytics
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Library
- Content Management
- Contextual Guidance
- Conversation Intelligence
- Conversion Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Directory
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Call Centers
- For Cloud Phone Systems
- For Sales Teams/Organizations
- For eCommerce
- Full Text Search
- Gamification
- Geotargeting
- IVR
- Inbound Call Center
- Inbound Reporting
- Inbox Management
- Integrations Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Intraday Management
- KPI Monitoring
- Key Performance Indicators
- Keyword Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Language Detection
- Lead Capture
- Lead Management
- Leaderboards
- Leave Tracking
- List Management
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Data Sources
- Multiple Scoring Models
- Multiple Scripts
- Multiple User Accounts
- NPS Survey Structure
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Online Time Clock
- Online Voice Transmission
- Outbound Call Center
- Outbound Reporting
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Pre-Configured Bot
- Pre-recorded Messages
- Predictive Analytics
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Productivity Analysis
- Progress Tracking
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Ring Groups
- Role-Based Permissions
- SIP Trunking
- SMS Marketing
- SMS Messaging
- Sentiment Analysis
- Survey/Poll Management
- Text to Speech
- Third-Party Integrations
- Unattended Call Management
- Unified Communications
- User Management
- Video Conferencing
- Virtual Call Center
- Virtual Extensions
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voice Recognition
- Voicemail Transcription
- Who Answered Log
- Workflow Automation
- Workflow Management
Integrations
- Total integrations12
- AWS Lambda
- Adobe Commerce
- Adobe Experience Manager
- Agentforce
- AnyDesk
- BigCommerce
- Claude
- Databricks
- Facebook Business Suite
- Freshdesk
- Front
- Google Contacts
- Groove
- Help Scout
- HubSpot CRM
- HubSpot Sales Hub
- HubSpot Service Hub
- Kommo
- Konnect Insights
- Kustomer
- LiveAgent
- LiveChat
- Make
- Microsoft Power BI
- Pipedrive
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Shopify
- Shopify Plus
- SightCall
- Slack
- Snowflake
- Zapier
- Zendesk Sell
- Zendesk Suite
- Zoho CRM
- noCRM
- Total integrations25
- AWS Lambda
- Adobe Commerce
- Adobe Experience Manager
- Agentforce
- AnyDesk
- BigCommerce
- Claude
- Databricks
- Facebook Business Suite
- Freshdesk
- Front
- Google Contacts
- Groove
- Help Scout
- HubSpot CRM
- HubSpot Sales Hub
- HubSpot Service Hub
- Kommo
- Konnect Insights
- Kustomer
- LiveAgent
- LiveChat
- Make
- Microsoft Power BI
- Pipedrive
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Shopify
- Shopify Plus
- SightCall
- Slack
- Snowflake
- Zapier
- Zendesk Sell
- Zendesk Suite
- Zoho CRM
- noCRM
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