Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month (billed annually) per user
Google App Engine
Score 8.2 out of 10
N/A
Google App Engine is Google Cloud's platform-as-a-service offering. It features pay-per-use pricing and support for a broad array of programming languages.
$0.05
Per Hour Per Instance
Google Compute Engine
Score 8.7 out of 10
N/A
Google Compute Engine is an infrastructure-as-a-service (IaaS) product from Google Cloud. It provides virtual machines with carbon-neutral infrastructure which run on the same data centers that Google itself uses.
$0
per month GB
Pricing
Genesys Cloud CX
Google App Engine
Google Compute Engine
Editions & Modules
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Starting Price
$0.05
Per Hour Per Instance
Max Price
$0.30
Per Hour Per Instance
Preemptible Price - Predefined Memory
0.000892 / GB
Hour
Three-year commitment price - Predefined Memory
$0.001907 / GB
Hour
One-year commitment price - Predefined Memory
$0.002669 / GB
Hour
On-demand price - Predefined Memory
$0.004237 / GB
Hour
Preemptible Price - Predefined vCPUs
0.006655 / vCPU
Hour
Three-year commitment price - Predefined vCPUS
$0.014225 / CPU
Hour
One-year commitment price - Predefined vCPUS
$0.019915 / vCPU
Hour
On-demand price - Predefined vCPUS
$0.031611 / vCPU
Hour
Offerings
Pricing Offerings
Genesys Cloud CX
Google App Engine
Google Compute Engine
Free Trial
Yes
No
Yes
Free/Freemium Version
No
Yes
Yes
Premium Consulting/Integration Services
No
No
No
Entry-level Setup Fee
No setup fee
No setup fee
No setup fee
Additional Details
Pricing plans can also be billed hourly.
—
Prices vary according to region (i.e US central, east, & west time zones). Google Compute Engine also offers a discounted rate for a 1 & 3 year commitment.
App Engine is a much more streamlined system than EC2. There is a fundamental difference between them, but they are used for basically the same thing as far a I could tell -- to serve applications EC2 is certainly more complicated, but if offers more machine-level control if …
It's the manageability of the Google App Engine which made it a better option in our case. It's quite straightforward to deploy on App-Engine. No worries for monitoring setup
We were on another much smaller cloud provider and decided to make the switch for several reasons - stability, breadth of services, and security. In reviewing options, GCP provided the best mixtures of meeting our needs while also balancing the overall cost of the service as …
You can spawn up your own cluster using Kubernetes or Container Engine which will scale automatically when configured properly, but you have to keep an eye on that cluster. In App Engine you don't have to worry about it at all, just ship your code and it will run.
RunMyProcess is a good solution if you have a relatively straight forward workflow application. However, this solution charges for every page load of the application. If you have a large enterprise customer, these costs can quickly jump if thousands of people are accessing the …
Google App Engine is slower in comparison, and costs more than Google Compute Engine. We chose Google Compute Engine because Google App Engine was way too slow (mainly due to having to use Google Cloud Storage).
The perfect blend of setup flexibility, costing and trust of Google could be my answer to the comparison. This being a server backed service so, ruling out the functions. The Setup flexibility and speed set the GCE apart from Kubernetes. Compliance, regulation and the security …
Google App Engine is a platform as a service where everything is taken care of by Google and we just need to write the code and deploy it onto it. But we hardly have much control over the VMs and the OS offering is not much. We had a limited amount of OS version supported. …
We have used a few other cloud providers of similar services and continue to use Google Compute Engine because it fits well within our technology stack and is cost-effective while providing the service we need. It has allowed us to use and experiment with many more …
We have used Amazon in the past. GCE has come such a long way since then, we have not looked back. IAM and access are on par, cost management is slightly better on GCE. Where we have really seen improvements are the VM types (GCE allows for deep customization that does not …
App Engine is somewhat similar, but we use it together with Compute Engine. App Engine is good for serving end requests to users -- it can scale automatically to any number of requests, but has it's own limitations. Compute Engine does not have any limitations. but you have to …
Genesys Cloud CX is very well suited for companies that want to implement AI and Autimation with very strict safety guardrails. There are so many AI tools available, and we have tried many; however, Genesys Cloud CX is one of the rare ones that puts safety and compliance first. In addition, reporting and open APIs, and flow architecture help any business customize for their own needs.
App Engine is such a good resource for our team both internally and externally. You have complete control over your app, how it runs, when it runs, and more while Google handles the back-end, scaling, orchestration, and so on. If you are serving a tool, system, or web page, it's perfect. If you are serving something back-end, like an automation or ETL workflow, you should be a little considerate or careful with how you are structuring that job. For instance, the Standard environment in Google App Engine will present you with a resource limit for your server calls. If your operations are known to take longer than, say, 10 minutes or so, you may be better off moving to the Flexible environment (which may be a little more expensive but certainly a little more powerful and a little less limited) or even moving that workflow to something like Google Compute Engine or another managed service.
You can use Google Cloud Compute Engine as an option to configure your Gitlab, GitHub, and Azure DevOps self-hosted runners. This allows full control and management of your runners rather than using the default runners, which you cannot manage. Additionally, they can be used as a workspace, which you can provide to the employees, where they can test their workloads or use them as a local host and then deploy to the actual production-grade instance.
Scaling - whether it's traffic spikes or just steady growth, Google Compute Engine's auto-scaling makes sure we've got the compute power we need without any manual juggling acts
Load balancing - Keeping things smooth with that load balancing across multiple VMs, so our users don't have to deal with slow load times or downtime even when things get crazy busy
Customizability - Mix and match configs for CPU, RAM, storage and whatnot to suit our specific app needs
There is a slight learning curve to getting used to code on Google App Engine.
Google Cloud Datastore is Google's NoSQL database in the cloud that your applications can use. NoSQL databases, by design, cannot give handle complex queries on the data. This means that sometimes you need to think carefully about your data structures - so that you can get the results you need in your code.
Setting up billing is a little annoying. It does not seem to save billing information to your account so you can re-use the same information across different Cloud projects. Each project requires you to re-enter all your billing information (if required)
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
App Engine is a solid choice for deployments to Google Cloud Platform that do not want to move entirely to a Kubernetes-based container architecture using a different Google product. For rapid prototyping of new applications and fairly straightforward web application deployments, we'll continue to leverage the capabilities that App Engine affords us.
Its pretty good, easy and good performance. Also, interface is very good for starters compared to competitors. Infra as Code (IaC) using Terraform even added easiness for creation, management and deletion of compute Virtual Machines (VM). Overall, very good and very easy cloud based compute platform which simplified infrastructure, very much recommend.
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
I had to revisit the UI after a year of just setting up and forgetting. The UI got some improvements but the amount of navigation we have to go through to setup a new app has increased but also got easier to setup. Gemini now is integrated and make getting answers faster
Having interacted with several cloud services, GCE stands out to me as more usable than most. The naming and locating of features is a little more intuitive than most I've interacted with, and hinting is also quite helpful. Getting staff up to speed has proven to be overall less painful than others.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Google Compute Engine works well for cloud project with lesser geographical audience. It sometimes gives error while everything is set up perfectly. We also keep on check any updates available because that's one reason of site getting down. Google Compute Engine is ultimately a top solution to build an app and publish it online within a few minutes
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
It works great all the time except for occasional issues, but overall, I am very happy with the performance. It delivers on the promise it makes and as per the SLAs provided. Networking is great with a premium network, and AZs are also widespread across geographies. Overall, it is a great infra item to have, which you can scale as you want.
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Good amount of documentation available for Google App Engine and in general there is large developer community around Google App Engine and other products it interacts with. Lastly, Google support is great in general. No issues so far with them.
The documentation needs to be better for intermediate users - There are first steps that one can easily follow, but after that, the documentation is often spotty or not in a form where one can follow the steps and accomplish the task. Also, the documentation and the product often go out of sync, where the commands from the documentation do not work with the current version of the product.
Google support was great and their presence on site was very helpful in dealing with various issues.
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
The first engineer that we had work with our team was not able to grasp our needs. However, Genesys Cloud CX quickly replaced that person with an overqualified engineer who joined our implementation team because he wanted to support our work.
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC alignment. Five9 provides a reliable, scalable CCaaS with strong global redundancy and mature telephony, excelling in high‑volume voice‑centric operations. Overall, Genesys leads in advanced CX/AI, Webex in UC integration, and Five9 in voice resilience.
We were on another much smaller cloud provider and decided to make the switch for several reasons - stability, breadth of services, and security. In reviewing options, GCP provided the best mixtures of meeting our needs while also balancing the overall cost of the service as compared to the other major players in Azure and AWS.
Google Compute Engine provides a one stop solution for all the complex features and the UI is better than Amazon's EC2 and Azure Machine Learning for ease of usability. It's always good to have an eco-system of products from Google as it's one of the most used search engine and IoT services provider, which helps with ease of integration and updates in the future.
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.
Effective integration to other java based frameworks.
Time to market is very quick. Build, test, deploy and use.
The GAE Whitelist for java is an important resource to know what works and what does not. So use it. It would also be nice for Google to expand on items that are allowed on GAE platform.
