Freedom251 › Contact Center Analytics Software
Genesys Cloud Quality Management
What Genesys Cloud Quality Management is
Genesys Cloud Quality Management is a web-based quality assurance and monitoring offering in the Genesys Cloud CX lineup. Its listed capabilities include real-time monitoring, speech analytics, sentiment analysis, quality scorecards, and service-level reporting. The CX plans differ in their included features: CX 1 covers voice, call routing, analytics and reporting, interaction and screen recording, and speech and text analytics. CX 2 adds digital channels, omnichannel routing, and quality assurance and compliance. CX 3 includes workforce engagement management, workforce management, forecasting, and scheduling alongside quality assurance and compliance. CX 4 includes 30 AI Experience tokens per named agent. Pricing starts at $75/user/mo (annual), and there is no free plan. CX 2 is listed at $115 a month billed annually, CX 3 at $155 a month billed annually, and CX 4 at $240 a month. Genesys was founded in 1990 and is headquartered in Menlo Park, California, United States.
Who it suits
It suits contact center teams looking for quality monitoring and reporting alongside voice or digital interaction tools. The plan lineup also covers workforce management and engagement capabilities.
What it does well
- Real-time monitoring is listed.
- Includes speech analytics and sentiment analysis.
- Quality scorecards and service-level reporting are available.
- CX 3 includes workforce management and scheduling.
What to know first
- No free plan is listed.
- Pricing starts at $75/user/mo (annual).
- Quality assurance and compliance appear in CX 2 and CX 3.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Genesys Cloud CX 1 | billed annually · Voice channel · Call routing · Analytics and reporting · Voice and digital interaction recording plus screen recording · Speech and text analytics | $75 a month |
| Genesys Cloud CX 2 | billed annually · Digital channels · Omnichannel routing · Quality assurance and compliance · Analytics and reporting · Speech and text analytics | $115 a month |
| Genesys Cloud CX 3 | billed annually · Full workforce engagement management capabilities · Quality assurance and compliance · Workforce management · Forecasting and scheduling · Speech and text analytics | $155 a month |
| Genesys Cloud CX 4 | billed annually · 30 AI Experience tokens per named agent | $240 a month |
As genesys.com lists them, read 19 Sept 2026. The maker's own page has the final word.
Verdict
Genesys Cloud Quality Management brings quality monitoring and analytics into a broader contact center plan lineup. Compare the included capabilities by tier, as quality assurance and compliance are listed for CX 2 and CX 3.
Facts from Genesys Cloud Quality Management's own pages
- Founded
- 1990 · genesys.com, 23 Sept 2026
- Headquarters
- Menlo Park, California, United States · genesys.com, 23 Sept 2026
Where Genesys Cloud Quality Management stands on Freedom251
- Contact Center Analytics Software#27 of 33