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
Twilio
Score 7.4 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Genesys Cloud CXTwilio
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
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Genesys Cloud CXTwilio
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing plans can also be billed hourly.1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.
More Pricing Information
Community Pulse
Genesys Cloud CXTwilio
Considered Both Products
Genesys Cloud CX
Chose Genesys Cloud CX
Genesys Have the upper hand with their IVR architect platform, easily the best on the market, quick to deploy and build for scalability.
Chose Genesys Cloud CX
I have worked with Genesys PureConnect for 6.5 years and I just recently switched over to the cloud version. It has been great using Genesys Cloud CX. No more upgrades to newer versions on PureConnect. This is done automatically in the Genesys Cloud.
Chose Genesys Cloud CX
The available features, ease of configuration, rate of innovation and industry experience were what sold us on Genesys CX
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 …
Twilio
Chose Twilio
The others have a ton of built-in features that are very nice to have with a traditional PBX or CC platform. For some companies, these aren't necessary. Twilio is great because, if you have a very specific use case that doesn't involve most of those other features, then …
Top Pros
Top Cons
Features
Genesys Cloud CXTwilio
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
Twilio
-
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
Twilio
-
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
Best Alternatives
Genesys Cloud CXTwilio
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXTwilio
Likelihood to Recommend
8.6
(406 ratings)
6.4
(68 ratings)
Likelihood to Renew
7.2
(37 ratings)
8.1
(5 ratings)
Usability
9.1
(68 ratings)
9.5
(10 ratings)
Availability
8.4
(6 ratings)
-
(0 ratings)
Performance
8.0
(6 ratings)
6.5
(14 ratings)
Support Rating
7.1
(97 ratings)
5.7
(16 ratings)
In-Person Training
7.7
(4 ratings)
-
(0 ratings)
Online Training
7.6
(10 ratings)
-
(0 ratings)
Implementation Rating
8.2
(18 ratings)
9.5
(2 ratings)
Configurability
8.2
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
10.0
(1 ratings)
Ease of integration
5.3
(7 ratings)
-
(0 ratings)
Product Scalability
8.4
(6 ratings)
-
(0 ratings)
Professional Services
7.6
(10 ratings)
10.0
(1 ratings)
Vendor post-sale
8.4
(7 ratings)
-
(0 ratings)
Vendor pre-sale
8.4
(7 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXTwilio
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
Twilio
Twilio excels in customer service applications, enabling automated SMS updates or voice calls for order confirmations and support. It's ideal for implementing two-factor authentication, enhancing security for online services. However, it's less suitable for businesses needing in-depth, custom telephony infrastructure, as it primarily offers standard, API-driven solutions, or for regions with limited internet connectivity, where cloud-based services may be unreliable.
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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
Twilio
  • Easy to see my team in one place, when they log in and out and what call status they are in.
  • Twilio is a simple, user friendly way to log in and out of work activities.
  • Excellent services and support.
  • The omnichannel feature which allows agents to get request from all channels.
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.
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Twilio
  • In my opinion, online support is extremely subpar for clients.
  • In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
  • In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
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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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Twilio
We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.
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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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Twilio
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
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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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Twilio
No answers on this topic
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.
Read full review
Twilio
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
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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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Twilio
I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.
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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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Twilio
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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Twilio
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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Twilio
The developer APIs and SDKs are super easy to follow.
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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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Twilio
Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
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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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Twilio
Being in South Africa, direct local currency support would be nice
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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.
Read full review
Twilio
No answers on this topic
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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Twilio
No answers on this topic
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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Twilio
  • Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
  • On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.
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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

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.