Side by side
Agentforce Contact Center vs Genesys Cloud CX
Both stand on contact center as a service - enterprise software. Which one you can start free with, which one lets you read the code, and what each costs once you pay.
Choose Agentforce Contact Center if your team needs voice and digital service with request-handling and automation capabilities. Contact Center Plus is the listed option that includes workforce and quality management. Teams seeking a free plan should look elsewhere.
Visit Agentforce Contact Center
Genesys Cloud CX offers multiple contact-center tiers, with capabilities varying from voice services to broader omnichannel and workforce features. Pricing starts at $75/user/mo (annual), with possible usage-based charges.
Visit Genesys Cloud CXThe facts
| Agentforce Contact Center | Genesys Cloud CX | |
|---|---|---|
| Free plan | A free trial | A free trial |
| Open source | Not published | No |
| Runs on | Android, API, Extension, iPhone, Web | Android, API, iPhone, Linux, Mac, Web, Windows |
| Lowest paid plan | Workforce Management: $50 per user a month | Genesys Cloud CX 1: $75 a month |
| Plans published | 4 | 4 |
| Maker | Not published | Genesys Cloud CX |
| Website | salesforce.com | genesys.com |
| On contact center as a service - enterprise software | #1 of 26 | #3 of 26 |
Agentforce Contact Center: what it does well
- Available on web, iOS, and Android.
- Includes native voice and digital channels on the Contact Center plan.
- Supports outbound dialing, shared inbox, and customer and employee portals.
- Offers ticket automation, workflow automation, and approval workflows.
- Lists offline mode and API access.
What to know first
- There is no free plan.
- Contact Center Voice requires Agentforce 1 Edition billing.
- Workforce and quality management are included in the $250 a month Plus plan.
Genesys Cloud CX: what it does well
- Inbound calling, outbound dialer and IVR builder
- Skill-based conversation routing
- Higher plans include omnichannel routing and quality tools
- Connects with Salesforce, ServiceNow and open APIs
- Support portal and knowledge network
What to know first
- No free plan
- Prices are based on an annual commitment
- Usage-based pricing may apply
- No encryption details are stated
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