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
Microsoft Azure
Score 8.4 out of 10
N/A
Microsoft Azure is a cloud computing platform and infrastructure for building, deploying, and managing applications and services through a global network of Microsoft-managed datacenters.
$29
per month
Pricing
Genesys Cloud CX
Microsoft Azure
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
Developer
$29
per month
Standard
$100
per month
Professional Direct
$1000
per month
Basic
Free
per month
Offerings
Pricing Offerings
Genesys Cloud CX
Microsoft Azure
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Pricing plans can also be billed hourly.
The free tier lets users have access to a variety of services free for 12 months with limited usage after making an Azure account.
All-in-one solution of Genesys Cloud vs disjointed RingCentral UC and NICE inContact CC. While RC and NICE had tried to integrate their products, the result was anything but. e.g. User administration required many duplicated tasks in both systems. Genesys Cloud is all in one …
Amazon Connect wasn't listed in the above list. We were previously using PureConnect. We assumed the transition would be easier because we had great support from our Genesys Partner (Wrendata). We liked the app foundry add-ins.
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.
Azure is particularly well suited for enterprise environments with existing Microsoft investments, those that require robust compliance features, and organizations that need hybrid cloud capabilities that bridge on-premises and cloud infrastructure. In my opinion, Azure is less appropriate for cost-sensitive startups or small businesses without dedicated cloud expertise and scenarios requiring edge computing use cases with limited connectivity. Azure offers comprehensive solutions for most business needs but can feel like there is a higher learning curve than other cloud-based providers, depending on the product and use case.
Microsoft Azure is highly scalable and flexible. You can quickly scale up or down additional resources and computing power.
You have no longer upfront investments for hardware. You only pay for the use of your computing power, storage space, or services.
The uptime that can be achieved and guaranteed is very important for our company. This includes the rapid maintenance for security updates that are mostly carried out by Microsoft.
The wide range of capabilities of services that are possible in Microsoft Azure. You can practically put or create anything in Microsoft Azure.
The cost of resources is difficult to determine, technical documentation is frequently out of date, and documentation and mapping capabilities are lacking.
The documentation needs to be improved, and some advanced configuration options require research and experimentation.
Microsoft's licensing scheme is too complex for the average user, and Azure SQL syntax is too different from traditional SQL.
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
Moving to Azure was and still is an organizational strategy and not simply changing vendors. Our product roadmap revolved around Azure as we are in the business of humanitarian relief and Azure and Microsoft play an important part in quickly and efficiently serving all of the world. Migration and investment in Azure should be considered as an overall strategy of an organization and communicated companywide.
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.
As Microsoft Azure is [doing a] really good with PaaS. The need of a market is to have [a] combo of PaaS and IaaS. While AWS is making [an] exceptionally well blend of both of them, Azure needs to work more on DevOps and Automation stuff. Apart from that, I would recommend Azure as a great platform for cloud services as scale.
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.
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.
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
We were running Windows Server and Active Directory, so [Microsoft] Azure was a seamless transition. We ran into a few, if any support issues, however, the availability of Microsoft Azure's support team was more than willing and able to guide us through the process. They even proposed solutions to issues we had not even thought of!
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.
As I have mentioned before the issue with my Oracle Mismatch Version issues that have put a delay on moving one of my platforms will justify my 7 rating.
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.
As I continue to evaluate the "big three" cloud providers for our clients, I make the following distinctions, though this gap continues to close. AWS is more granular, and inherently powerful in the configuration options compared to [Microsoft] Azure. It is a "developer" platform for cloud. However, Azure PowerShell is helping close this gap. Google Cloud is the leading containerization platform, largely thanks to it building kubernetes from the ground up. Azure containerization is getting better at having the same storage/deployment options.
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.
For about 2 years we didn't have to do anything with our production VMs, the system ran without a hitch, which meant our engineers could focus on features rather than infrastructure.
DNS management was very easy in Azure, which made it easy to upgrade our cluster with zero downtime.
Azure Web UI was easy to work with and navigate, which meant our senior engineers and DevOps team could work with Azure without formal training.
