Genesys Cloud CX vs. VirtualPBX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.4 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 (billed annually) per user
VirtualPBX
Score 8.8 out of 10
N/A
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
$12
per month
Pricing
Genesys Cloud CXVirtualPBX
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
Starter
$12.00
per month per user
Flex
$19.00
per month per user
Pro
$29.00
per month per user
Premier
$39.00
per month per user
Offerings
Pricing Offerings
Genesys Cloud CXVirtualPBX
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing plans can also be billed hourly.Discount available for annual pricing.
More Pricing Information
Features
Genesys Cloud CXVirtualPBX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.2
412 Ratings
2% below category average
VirtualPBX
-
Ratings
Agent dashboard7.9394 Ratings00 Ratings
Validate callers8.0346 Ratings00 Ratings
Outbound response7.9308 Ratings00 Ratings
Call forwarding8.3334 Ratings00 Ratings
Click-to-call (CTC)8.4269 Ratings00 Ratings
Warm transfer8.6381 Ratings00 Ratings
Predictive dialing7.9226 Ratings00 Ratings
Interactive voice response8.4327 Ratings00 Ratings
REST APIs8.0275 Ratings00 Ratings
Call scripts8.2305 Ratings00 Ratings
Call tracking8.5371 Ratings00 Ratings
Multichannel integration8.4300 Ratings00 Ratings
CRM software integration7.9290 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
8.0
391 Ratings
2% below category average
VirtualPBX
-
Ratings
Inbound call routing8.4366 Ratings00 Ratings
Omnichannel inbound routing8.3283 Ratings00 Ratings
Recording8.6371 Ratings00 Ratings
Quality management8.2340 Ratings00 Ratings
Call analytics8.1350 Ratings00 Ratings
Historical reporting7.6365 Ratings00 Ratings
Live reporting7.9360 Ratings00 Ratings
Customer surveys6.8221 Ratings00 Ratings
Customer interaction analytics7.9265 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Genesys Cloud CX
-
Ratings
VirtualPBX
9.4
1 Ratings
16% above category average
Hosted PBX00 Ratings9.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.01 Ratings
User templates00 Ratings10.01 Ratings
Call reports00 Ratings9.01 Ratings
Directory of employee names00 Ratings10.01 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Genesys Cloud CX
-
Ratings
VirtualPBX
9.4
1 Ratings
12% above category average
Answering rules00 Ratings10.01 Ratings
Call recording00 Ratings10.01 Ratings
Call park00 Ratings9.01 Ratings
Call screening00 Ratings9.01 Ratings
Message alerts00 Ratings9.01 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Genesys Cloud CX
-
Ratings
VirtualPBX
9.8
1 Ratings
21% above category average
Video conferencing00 Ratings10.01 Ratings
Audio conferencing00 Ratings10.01 Ratings
Video screen sharing00 Ratings9.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Genesys Cloud CX
-
Ratings
VirtualPBX
9.0
1 Ratings
11% above category average
Mobile app for iOS00 Ratings9.01 Ratings
Mobile app for Android00 Ratings9.01 Ratings
Best Alternatives
Genesys Cloud CXVirtualPBX
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXVirtualPBX
Likelihood to Recommend
8.6
(436 ratings)
10.0
(3 ratings)
Likelihood to Renew
7.7
(38 ratings)
10.0
(1 ratings)
Usability
9.0
(69 ratings)
-
(0 ratings)
Availability
8.2
(6 ratings)
-
(0 ratings)
Performance
8.1
(6 ratings)
-
(0 ratings)
Support Rating
7.0
(100 ratings)
-
(0 ratings)
In-Person Training
8.5
(5 ratings)
-
(0 ratings)
Online Training
7.9
(11 ratings)
-
(0 ratings)
Implementation Rating
7.8
(20 ratings)
-
(0 ratings)
Configurability
9.0
(6 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.2
(15 ratings)
-
(0 ratings)
Ease of integration
7.0
(8 ratings)
-
(0 ratings)
Product Scalability
9.0
(7 ratings)
-
(0 ratings)
Professional Services
7.7
(12 ratings)
-
(0 ratings)
Vendor post-sale
7.3
(9 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(9 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXVirtualPBX
Likelihood to Recommend
Genesys
With telephony, I believe that Genesys Cloud CX is ahead of its class and can provide a streamlined approach to call routing and efficiency. I believe that the platform is more than capable in handling telephony services for operations. The reporting and line of sight to real time reporting is also impressive. Having that type of availability to supervisors can be game changing. However, the email and workitems use cases are very far behind. If your business relies on email then it will need to come up with out of the box solutions for everyday use.
Read full review
VirtualPBX
We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.
Read full review
Pros
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
Read full review
VirtualPBX
  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
Read full review
Cons
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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VirtualPBX
  • Integration of the application and virtual management features in that area such as High Availability
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
Read full review
VirtualPBX
Once it works and has retain ROI.....keep it going
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.
Read full review
VirtualPBX
No answers on this topic
Reliability and Availability
Genesys
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.
Read full review
VirtualPBX
No answers on this topic
Performance
Genesys
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.
Read full review
VirtualPBX
No answers on this topic
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
Read full review
VirtualPBX
No answers on this topic
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
Read full review
VirtualPBX
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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VirtualPBX
No answers on this topic
Implementation Rating
Genesys
We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed
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VirtualPBX
No answers on this topic
Alternatives Considered
Genesys
Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.
Read full review
VirtualPBX
Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
Read full review
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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VirtualPBX
No answers on this topic
Scalability
Genesys
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.
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VirtualPBX
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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VirtualPBX
No answers on this topic
Return on Investment
Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
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VirtualPBX
  • We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.
Read full review
ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance