Contact center platforms · October 2026 Edition
LiveAgent vs Genesys Cloud CX
Zero of fourteen models named LiveAgent first on the direct prompt; one named Genesys Cloud CX. LiveAgent was named by eleven of the fourteen models and Genesys Cloud CX by fourteen and LiveAgent carries 12 labels and Genesys Cloud CX 45, so the shares are not directly comparable.
Named in five categories this edition.
By Genesys, Daly City, United States, founded 1990. Named in six categories this edition.
First-choice share9%7%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate0%18%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#5#6A position in a field of 13; printed, not drawn.
Labels1245A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, LiveAgent reading right to left. Rank and label count are printed, not drawn.Five9 was named alongside these two in twelve of the fourteen direct answers. Five9 vs LiveAgent · Five9 vs Genesys Cloud CX · Talkdesk vs LiveAgent
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the contact center platforms page.
By framing
How many of the fourteen models made each the first choice, per way of asking, and how many argued against it.
LiveAgentFirst choices, of fourteen modelsGenesys Cloud CX
Direct01
Paraphrase022 against Genesys Cloud CX
Comparative05
Budget-constrained501 against Genesys Cloud CX
Scale-constrained01
Negative004 against Genesys Cloud CX
Bars are first choices, 0 to 14 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to fourteen.
Every model, every framing
The eighty-four answers behind the chart above, one cell each: where LiveAgent and Genesys Cloud CX stood in it.
| Model | Direct | Paraphrase | Comparative | Budget-constrained | Scale-constrained | Negative |
|---|---|---|---|---|---|---|
| Claude Haiku 4.5 | | | | |||
| GPT-5.4 mini | | | | | ||
| Gemini 3.5 Flash | | | | | | |
| Perplexity Sonar | | |||||
| Grok 4.1 Fast | | | ||||
| Mistral Small | | |||||
| DeepSeek V4 Flash | | | | |||
| Llama 4 Maverick | | |||||
| Qwen 3.7 Flash | | | | | | |
| Kimi K2 | | | | | ||
| GLM 4.7 FlashX | | | | |||
| MiniMax M2.5 | | | ||||
| GPT-6 Luna | | | | |||
| Muse Glimmer 30B | | |
LiveAgent Genesys Cloud CX first choice named as an alternative argued againstblank: not namedEach cell is one answer, LiveAgent on the left and Genesys Cloud CX on the right.The direct prompt
The plain question, one answer per model, grouped by where LiveAgent and Genesys Cloud CX stood in it.
Genesys Cloud CX first, LiveAgent not the choice
1 of 14 modelsLiveAgent was named in the answer but not as the choice, or not at all.GPT-5.4 miniGenesys Cloud CX alternatives: Dialpad Ai Contact Center, Five9, RingCentral Events, Zoom Contact Center
Neither was the first choice, one was named
5 of 14 modelsThe answer put something else first and named one of the two as an alternative.Claude Haiku 4.5CloudTalk alternatives: Five9, Genesys Cloud CX, Talkdesk
DeepSeek V4 FlashFive9 alternatives: CloudTalk, Dialpad Ai Contact Center, Genesys Cloud CX, Talkdesk
Qwen 3.7 FlashDialpad Ai Contact Center, Five9 alternatives: Genesys Cloud CX
Kimi K2Dialpad Ai Contact Center, Five9 alternatives: Genesys Cloud CX, Nextiva
GPT-6 LunaFive9 alternatives: Genesys Cloud CX, Salesforce Voice
Neither was named
8 of 14 modelsThe answer made no first choice from these two in this category.Gemini 3.5 FlashDialpad Ai Contact Center alternatives: Aircall, Five9, Talkdesk, Zoom Contact Center
Perplexity SonarCloudTalk alternatives: Nextiva, RingCentral Contact Center, Talkdesk
Grok 4.1 FastAircall, Talkdesk alternatives: CloudTalk, Dialpad Ai Contact Center, Five9
Mistral SmallFive9 alternatives: Dialpad Ai Contact Center, Nextiva Contact Center, Talkdesk
Llama 4 MaverickCloudTalk alternatives: RingCX, Talkdesk
GLM 4.7 FlashXDialpad Ai Contact Center, Talkdesk alternatives: Five9, Freshdesk Contact Center, Zendesk Contact Center
MiniMax M2.5Five9 alternatives: CloudTalk, Dialpad Ai Contact Center, Talkdesk
Muse Glimmer 30BCloudTalk alternatives: Aloware, Dialpad Ai Contact Center, Five9, Nextiva, Talkdesk
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
LiveAgent leads by nine points.
LiveAgent9%#5 of 15Genesys Cloud CX0%#14 of 15Mid-marketThe figures above
LiveAgent leads by two points.
LiveAgent9%#5 of 13Genesys Cloud CX7%#6 of 13Enterprise
LiveAgent is not named for this buyer.
Genesys Cloud CX55%#1 of 9LiveAgent—not namedWhat the models said about LiveAgent
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Three of four in this category shown.
“LiveAgent: Starting at a low price point, LiveAgent is a highly affordable option that is great for voice-first teams and has a fast setup.” Llama 4 Maverick · budget prompt · first choice
“LiveAgent stands out as one of the cheapest options, starting at $15 per user/month, making it an excellent choice for tight budgets.” Claude Haiku 4.5 · budget prompt · first choice
“LiveAgent, CloudTalk, and Freshcaller are widely considered the best options in 2026 due to their low entry costs” Qwen 3.7 Flash · budget prompt · first choice
What the models said about Genesys Cloud CX
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Six of eight in this category shown.
“avoiding the high-ticket enterprise suites like NICE CXone or Genesys” Gemini 3.5 Flash · budget prompt · hard negative
“Genesys is powerful but notoriously expensive, leading to frustration regarding its value proposition for small-to-medium businesses.” Qwen 3.7 Flash · negative prompt · soft negative
“very capable platform, but recent user reviews mention support frustration and a difficult experience” GPT-5.4 mini · negative prompt · soft negative
“Genesys ranked either #1 or #2 across every evaluated use case... Genesys is recognized as a Leader this year for its Genesys Cloud CX platform.” Muse Glimmer 30B · comparative prompt · first choice
“My practical pick for most mid-market B2B firms: Genesys Cloud CX first, Five9 second” GPT-5.4 mini · direct prompt · first choice
“If you need complex omnichannel enterprise routing → Genesys is the incumbent leader.” DeepSeek V4 Flash · comparative prompt · first choice
Also compared
Five9 vs LiveAgentFive9 vs Genesys Cloud CXTalkdesk vs LiveAgentTalkdesk vs Genesys Cloud CXCloudTalk vs LiveAgentCloudTalk vs Genesys Cloud CXDialpad Ai Contact Center vs LiveAgentDialpad Ai Contact Center vs Genesys Cloud CXLiveAgent vs NICE CXoneLiveAgent vs Amazon ConnectGenesys Cloud CX vs NICE CXoneGenesys Cloud CX vs Amazon ConnectAll twenty-eight head-to-head pages and the full contact center standing
Comparisons are drawn for the top eight products in each category, each against each. The output is the models' output; nothing here is a recommendation by the index.