Genesys Cloud CX vs. Microsoft Teams

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 out of 10
N/A
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
Microsoft Teams
Score 8.0 out of 10
N/A
Microsoft Teams combines video conferencing software with team collaboration tools. The communications platform allows MS Office users to conduct conference calls and share files via SharePoint, and join or initiate a group chat.
$5
per month
Pricing
Genesys Cloud CXMicrosoft Teams
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
Free
$0.00
per user/per month
Microsoft 365 Business Basic
$5.00
per user/per month
Microsoft 365 Business Standard
$12.50
per user/per month
Office 365 E3
$20.00
per user/per month
Offerings
Pricing Offerings
Genesys Cloud CXMicrosoft Teams
Free Trial
YesNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.Discounts are available for non profit organizations.
More Pricing Information
Community Pulse
Genesys Cloud CXMicrosoft Teams
Considered Both Products
Genesys Cloud CX
Chose Genesys Cloud CX
Chat and audio collaboration in Genesys Cloud is very easy compared to others. While it also has knowledge management added to it, it surely gives a better experience with desktop, mobile, and mobile app variations.
Unlike Microsoft Teams or Slack, it is very lightweight and …
Chose Genesys Cloud CX
We selected Genesys based on cost savings, user experience, scalability, and specific communication needs of our organization.
Chose Genesys Cloud CX
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
Chose Genesys Cloud CX
The ability to migrate to Cloud while still in the CIC environment was a huge factor in the decision for Cloud CX.
Chose Genesys Cloud CX
It's been great but it was a little slow with the ChatGPT integrations compared to its competitors.
Chose Genesys Cloud CX
Very similar, and both are definitely worth a look.
Chose Genesys Cloud CX
Genesys Cloud CX favored well against the competitors. Customers like the user interface performance of Genesys over nice. Genesys was very cost competitive over 8x8.
Chose Genesys Cloud CX
Much better and well-prepared for the Cloud Contact Center space.
Chose Genesys Cloud CX
We've had a long standing relation with this platform and it works well compared to others
Chose Genesys Cloud CX
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
Chose Genesys Cloud CX
The Genesys Cloud CX platform was chosen because it has a wider range of possibilities in the cloud, not requiring client installations on agents' machines. This was a premise in the platform change, and the one that best met the business requirements was Genesys Cloud CX.
Chose Genesys Cloud CX
The reliability and useability of the service is a market leader. Whereas with other systems, our agents have had to deal with separate SIP phone applications and a lack of oversight on their own calls coming in, the Genesys platform has offered a great single pane of glass. …
Chose Genesys Cloud CX
Genesys PureConnect was much more customizable than the Genesys Cloud CX product. However it appears that Genesys is doing a good job of filling the gaps between the products and are extremely public with their plans for the Genesys Cloud CX product. The future looks great …
Chose Genesys Cloud CX
The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding …
Chose Genesys Cloud CX
The vendor convinced us with great customer service skills; compared to the other reps from the other companies, this one really convinced us. Prices were similar but it was the enjoyable customer experience that sold us. We did think twice as Genesys is not based in New …
Chose Genesys Cloud CX
Genesys Cloud CX is way better than Genesys PurecCnnect because we eliminate the use of premise servers. Genesys Cloud is also more user-friendly and easier to support.
Chose Genesys Cloud CX
Genesys Cloud CX is a true multi-tenant cloud architecture, whereas Five9, for instance, is still a hosted product that goes through switchovers. Genesys' architecture is one of the main reasons clients seek it out for robust uptime and features. Genesys has also done an …
Chose Genesys Cloud CX
I've only used the Avaya phone system, which was only used for making and receiving calls from customers. A simple screen pop.
Chose Genesys Cloud CX
Genesys Cloud is the next generation of PureConnect offering one of the only truly all-in-one platforms with a single interface for business users, agents, supervisors, quality managers, and admins. The ease of use of Genesys Cloud surpasses any other cloud-based contact …
Chose Genesys Cloud CX
Genesys Cloud had more history in this market space and the Cloud product suited our deployment targets, specifically the hybrid approach to on-prem edge servers and cloud platform. This allows us to keep the routing of our SIP traffic entirely within our network but allow the …
Microsoft Teams

No answer on this topic

Top Pros
Top Cons
Features
Genesys Cloud CXMicrosoft Teams
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Microsoft Teams
-
Ratings
Agent dashboard7.9365 Ratings00 Ratings
Validate callers7.9318 Ratings00 Ratings
Outbound response7.6283 Ratings00 Ratings
Call forwarding8.3307 Ratings00 Ratings
Click-to-call (CTC)8.4245 Ratings00 Ratings
Warm transfer8.5352 Ratings00 Ratings
Predictive dialing7.8208 Ratings00 Ratings
Interactive voice response8.3299 Ratings00 Ratings
REST APIs8.3251 Ratings00 Ratings
Call scripts8.4280 Ratings00 Ratings
Call tracking8.4343 Ratings00 Ratings
Multichannel integration8.3275 Ratings00 Ratings
CRM software integration7.8265 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Microsoft Teams
-
Ratings
Inbound call routing8.5339 Ratings00 Ratings
Omnichannel inbound routing8.0257 Ratings00 Ratings
Recording8.4344 Ratings00 Ratings
Quality management7.9314 Ratings00 Ratings
Call analytics7.9325 Ratings00 Ratings
Historical reporting7.6338 Ratings00 Ratings
Live reporting7.8333 Ratings00 Ratings
Customer surveys6.7198 Ratings00 Ratings
Customer interaction analytics7.6240 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
Microsoft Teams
7.2
183 Ratings
9% below category average
Task Management00 Ratings7.5138 Ratings
Gantt Charts00 Ratings6.270 Ratings
Scheduling00 Ratings7.9154 Ratings
Workflow Automation00 Ratings6.795 Ratings
Mobile Access00 Ratings8.0175 Ratings
Search00 Ratings7.4161 Ratings
Visual planning tools00 Ratings6.6112 Ratings
Communication
Comparison of Communication features of Product A and Product B
Genesys Cloud CX
-
Ratings
Microsoft Teams
7.7
192 Ratings
4% below category average
Chat00 Ratings8.8191 Ratings
Notifications00 Ratings8.0190 Ratings
Discussions00 Ratings8.5178 Ratings
Surveys00 Ratings7.2105 Ratings
Internal knowledgebase00 Ratings7.1118 Ratings
Integrates with GoToMeeting00 Ratings7.147 Ratings
Integrates with Gmail and Google Hangouts00 Ratings6.243 Ratings
Integrates with Outlook00 Ratings8.8157 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
Microsoft Teams
7.4
178 Ratings
9% below category average
Versioning00 Ratings7.1122 Ratings
Video files00 Ratings7.5151 Ratings
Audio files00 Ratings7.6153 Ratings
Document collaboration00 Ratings8.1165 Ratings
Access control00 Ratings7.5149 Ratings
Advanced security features00 Ratings7.0111 Ratings
Integrates with Google Drive00 Ratings6.353 Ratings
Device sync00 Ratings8.0124 Ratings
Best Alternatives
Genesys Cloud CXMicrosoft Teams
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Stackby
Stackby
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Troop Messenger
Troop Messenger
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXMicrosoft Teams
Likelihood to Recommend
8.6
(406 ratings)
8.1
(270 ratings)
Likelihood to Renew
7.2
(37 ratings)
6.0
(9 ratings)
Usability
9.1
(68 ratings)
7.2
(52 ratings)
Availability
8.4
(6 ratings)
9.0
(1 ratings)
Performance
8.0
(6 ratings)
8.0
(1 ratings)
Support Rating
7.1
(97 ratings)
8.3
(113 ratings)
In-Person Training
7.7
(4 ratings)
-
(0 ratings)
Online Training
7.6
(10 ratings)
-
(0 ratings)
Implementation Rating
8.2
(18 ratings)
10.0
(1 ratings)
Configurability
8.2
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
6.2
(7 ratings)
Ease of integration
5.3
(7 ratings)
-
(0 ratings)
Product Scalability
8.4
(6 ratings)
10.0
(1 ratings)
Professional Services
7.6
(10 ratings)
6.9
(7 ratings)
Vendor post-sale
8.4
(7 ratings)
-
(0 ratings)
Vendor pre-sale
8.4
(7 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXMicrosoft Teams
Likelihood to Recommend
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
Microsoft
Positive: The virtual workspace created for a work team within the same company, for the resemblance of information and communications in one place.Negative: The access for members of a non-profit organization who have external emails from the host but need the same access as an internal person since their volunteer work is part of the very core of the federation.
Read full review
Pros
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Microsoft
  • Virtual meetings - ease of set up and execution
  • File sharing! We build channels for projects, and being able to invite only project members is huge!
  • Peer-to-peer communications - being able to "ping" one of my colleagues, either text, video or call-only, on-demand, is what runs our business.
Read full review
Cons
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
Microsoft
  • The feature of notifications in the mobile application could be improved. Sometimes notifications of different teams are not visible and are only visible when the application is opened.
  • It uses lots of computational resources while running and thus, slows down the system sometimes.
  • It allows a few channels per team. The number of channels could be increased for better productivity.
Read full review
Likelihood to Renew
Genesys
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
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Microsoft
Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product
Read full review
Usability
Genesys
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.
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Microsoft
User experience has been much better than the previous Skype for Business app. It has an easy-to-use interface with persistent chats. The search feature is very fast and useful. MS Teams has mostly focused on Collaboration and team building features which are very useful for organizational communications. Since Teams is accessible from multiple platforms like Laptop, Desktop, Mobile phones, etc it has been very convenient from a Mobility perspective.
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Reliability and Availability
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Microsoft
Rare, but outages do happen
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Performance
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Microsoft
Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.
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Support Rating
Genesys
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
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Microsoft
Using Microsoft Teams has resulted in much faster business communications with both co-workers and consultants. There has been little need for support with this software as the interface is very intuitive and the product is overall very well designed. We did encounter an issue with the built-in phone service, however, this was quickly resolved by the support team.
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In-Person Training
Genesys
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
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Microsoft
No answers on this topic
Online Training
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Microsoft
No answers on this topic
Implementation Rating
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Microsoft
I find everything I need for my day-to-day work.
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Alternatives Considered
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Microsoft
Our company and IT department previously used Skype for our communication needs. Skype was not dependable in my opinion, because it seems each time I used it during a call and/or a meeting, I and several other team members would get disconnected more than once. This caused a great interruption of our meeting, caused team members to have to ask others to repeat themselves and caused a general lack of interest in employee attendance during meetings.
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Contract Terms and Pricing Model
Genesys
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.
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Microsoft
Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.
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Scalability
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Microsoft
It does not appear to have a limit to how many teams and employees we can have using it
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Professional Services
Genesys
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.
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Microsoft
I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.
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Return on Investment
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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Microsoft
  • I'm not sure I can point to a specific ROI, but it has improved our ability to communicate and work more effectively together.
  • It's also nice to have records of every interaction, photo, and document that has been shared. Less chance of something completely disappearing.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability