Genesys Cloud CX vs Kustomer Comparison

HubSpot CRM

Zendesk Suite

NICE CXone

8x8 Work

Freshchat

Avaya UCaaS

when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.

Very happy Kustomer! (HA get it?)

Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :)

Compare Genesys Cloud CX and Kustomer based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX

Avaya UCaaS (formerly Avaya Aura Contact Center) is a unified communications platform businesses of all sizes across a range of industries. The solution enables flexible hybrid working for agents at home or in the office, and combines Avaya Cloud Office, Avaya Spaces, and Avaya Enterprise Cloud.

8x8 Work: Your all-in-one collaboration hub - phone, video, messaging. Secure unified communication for every employee, anywhere, any device.

Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Archiving & Retention

Auto-Dialer

Automated Routing

Automatic Call Distribution

Automatic Outbound Dialer

Autoresponders

Blended Call Center

Call Center Management

Call Conferencing

Call Disposition

Call List Management

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scheduling

Call Scripting

Call Tracking

Call Transfer

Callback Scheduling

Caller ID

Campaign Management

Canned Responses

Chat/Messaging

Chatbot

Collaboration Tools

Communication Management

Complaint Monitoring

Computer Telephony Integration

Conferencing

Contact Database

Contact Management

Customer Database

Customer Experience Management

Customer History

Customer Journey Mapping

Customer Segmentation

Customer Service Analytics

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Data Visualization

Document Management

Document Storage

Drag & Drop

Email Management

Email Templates

Employee Coaching Tools

Employee Scheduling

Engagement Tracking

Event Triggered Actions

FCC Compliance

Feedback Management

File Sharing

File Transfer

For Call Centers

FTC Compliance

Full Text Search

Gamification

Inbound Call Center

Integrations Management

Interaction Tracking

Knowledge Base Management

Knowledge Management

KPI Monitoring

Labor Forecasting

List Management

Live Chat

Machine Learning

Macros/Templated Responses

Manual Dialer

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple Scripts

Natural Language Processing

Negative Feedback Management

NPS Survey Structure

On-Demand Recording

Online Voice Transmission

Outbound Call Center

Performance Management

Performance Metrics

Phone Key Input

Genesys Cloud CX

Android

Linux

Web-based

Windows

iPad

iPhone

Workforce Scheduler

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.

Business Expert

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.

Workforce Optimisation Manager

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Enterprise IT Engineer

Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded.

Cloud Consultant 

Genesys is a good solution for a business with a strong developer team.

Data Analyst

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system.

Senior software engineer

I like its user interface and the customer support is superb.

Manager - Systems and Workforce Management

Overall we have been pretty happy with the Genesys Cloud application.

Product Owner

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive.

Senior Engineer

I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Engineer

It's hard to read and when extracting the data and the formatting is hard to read / follow.

Workforce Analyst

There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Planning Manager

The user interface is instinctive and so user friendly.

Operations Manager

Since it is centrally located on the cloud, we have had some issues with lag.

Manager, E-Services

It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer.

Network Mimar¿

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Member Service Representative 

What I like most is that is integrates all communication in one place, so we done have to invest in multiple softwares.

Genesys Cloud CX screenshot: Boost agent productivity with CRM integrations

Genesys Cloud CX screenshot: Queue Activities Detail View

Genesys Cloud CX screenshot: Omnichannel Desktop and Screenshare

Genesys Cloud CX screenshot: Directory view

Genesys Cloud CX screenshot: Contact Center Dashboard

Genesys Cloud CX screenshot: Adherence Dashboard

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Freshchat is a modern messaging software built for  customer support teams to talk and customers on the website, mobile app, or social

Save valuable selling time with HubSpot CRM that takes care of all the little details from recording calls, logging emails and managing data

Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving tickets.

Genesys Cloud CX vs Kustomer Comparison

Genesys Cloud CX

Kustomer

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives