6 categories · RankedGenesys Cloud CX
Standing by category
| Category | Function | Share | Rank | Negative rate | Labels | Quadrant | Since September 2026 |
|---|---|---|---|---|---|---|---|
| Contact center platforms | Customer | 7% | 6 of 86 | 18% | 45 | accepted challenger | |
| Contact center quality assurance | Customer | 0% | 33 of 81 | 25% | 8 | under 10 labels · led by EvaluAgent at 28% | |
| Conversational marketing platforms | Marketing | 0% | 28 of 87 | 0% | 6 | under 10 labels · led by Tidio at 13% | |
| AI voice agents | Customer | 0% | 33 of 103 | 0% | 2 | under 10 labels · led by Retell AI at 27% | |
| Sales dialers and calling | Sales | 0% | 31 of 75 | 0% | 2 | under 10 labels · led by CloudTalk at 22% | newNew since September 2026: not ranked then, 0% now. |
| Call tracking platforms | Marketing | 0% | 38 of 63 | 0% | 1 | under 10 labels · led by CallRail at 43% |
Movement
By model
How each model treated Genesys Cloud CX across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 2 | 2 | 0 | 4 |
| GPT-5.4 mini | 2 | 1 | 1 | 1 | 5 |
| Gemini 3.5 Flash | 0 | 4 | 0 | 2 | 6 |
| Perplexity Sonar | 0 | 1 | 1 | 0 | 2 |
| Grok 4.20 | 0 | 1 | 4 | 3 | 8 |
| Mistral Small | 0 | 2 | 3 | 0 | 5 |
| DeepSeek V4 Flash | 1 | 1 | 1 | 1 | 4 |
| Llama 4 Maverick | 0 | 1 | 2 | 0 | 3 |
| Qwen 3.7 Flash | 1 | 2 | 0 | 1 | 4 |
| Kimi K2 | 2 | 1 | 2 | 0 | 5 |
| GLM 4.7 FlashX | 0 | 1 | 1 | 1 | 3 |
| MiniMax M2.5 | 1 | 2 | 2 | 0 | 5 |
| GPT-6 Luna | 1 | 2 | 1 | 1 | 5 |
| Muse Glimmer 30B | 1 | 0 | 4 | 0 | 5 |
By framing
What the models said for it
Verbatim evidence the judge attached to positive labels.
“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 · Contact center · comparative prompt · first choice
“My practical pick for most mid-market B2B firms: Genesys Cloud CX first, Five9 second” GPT-5.4 mini · Contact center · direct prompt · first choice
“If you need complex omnichannel enterprise routing → Genesys is the incumbent leader.” DeepSeek V4 Flash · Contact center · comparative prompt · first choice
“Genesys is often considered the "gold standard" for enterprise-grade solutions.” Qwen 3.7 Flash · Contact center · comparative prompt · first choice
And against it
Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.
“avoiding the high-ticket enterprise suites like NICE CXone or Genesys” Gemini 3.5 Flash · Contact center · 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 · Contact center · negative prompt · soft negative
“very capable platform, but recent user reviews mention support frustration and a difficult experience” GPT-5.4 mini · Contact center · negative prompt · soft negative
“Five9, NICE, Genesys—powerful but need dedicated admins; poor setup leads to "expensive problems."” Grok 4.20 · Contact center · negative prompt · soft negative
Named alongside
The products named in the same answers as Genesys Cloud CX, over the 228 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Genesys Cloud CX was named but was not.ShowHide
Named alongside
What carried it into the answer
Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 212 of the 228 answers that named Genesys Cloud CX and are not a share of its labels.
Domains cited
561 of the 608 domain citations in answers naming Genesys Cloud CX came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
genesys.com is not in Google's top ten for any of the category's searches. In the answers, Genesys Cloud CX takes 7% of first choices and Five9 takes 18%.ShowHide
Search and answers
In search
Google, US estimates- Searches for its name, Google
- 590 a month (“genesys cloud cx”)
- AI search demand for its name, est.
- 23 a month
- Organic visits to its site
- about 60,178 a month
- Searches its site ranks for
- 7,097 · 905 in the top three
- Sites linking to it
- 13,238
- Paid Google search
- 56 searches its ads show for, about 1,699 clicks and $216,000 a month (estimate)
In answers
This edition- First choices
- 41 across its categories
- Named in
- 228 answers
- Its own site cited
- in 212 of the answers that named it
Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.
What it publishes
ShowHide
What it publishes
ShowHide| Kind | Pages | Last 90 days | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| Blog | 1,740 | undated | CRM | ||
| Webinar or virtual event | 355 | undated | CRM | ||
| Conference or event | 306 | undated | |||
| Case study | 255 | undated | |||
| Comparison | 83 | undated | |||
| Glossary or explainer | 29 | undated | |||
| Template or tool | 16 | undated | CRM | ||
| Report or ebook | 15 | undated | |||
| News or press | 15 | undated | |||
| Podcast or video | 1 | undated |
Events in person
- October 26, 2026 to October 29, 2026Guidewire Connections 2026Fountainebleau Hotel Las Vegas, Las Vegas, United States · sponsored
- July 22, 2026 to July 23, 2026Drive 2026Marriott Phoenix Resort Tempe at The Buttes, Tempe, United States · hosted
- July 21, 2026 to July 23, 2026Drive 2026 | InternalMarriott Phoenix Resort Tempe at The Buttes, Tempe, United States · hosted
As the event pages on genesys.com state them, read September 28, 2026.
How it is countedHide how it is counted
Every page genesys.com exposes, subdomains included. Kind is read from the address and title. The last 90 days, the latest date and the twelve months count pages by when they were published, from the site's feeds, a date in the address, or the page's own publication date, read from up to a hundred of its most recently changed pages; a page that says only when it last changed is counted in its kind but not in when, so the recent counts are a floor, and a kind none of whose pages gives a publication date reads undated. Of its titles that name a category, most name CRM (17); 0 name its categories the models place it in. An event counts as online when its address or title says so (webinar, on demand, virtual or online summit); a conference, summit, trade show, expo or roadshow that does not say so is counted as a conference or event, which on a vendor's site is mostly in person. Read September 29, 2026.
Names read as Genesys Cloud CX
Follow Genesys Cloud CX
An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.
Already following? Everything you follow, with a stop for each.
The company
Genesys is the company behind Genesys Cloud CX.ShowHide
The company
On record
Wikidata- Website
- genesys.com
- Headquarters
- Daly City, United States
- Founded
- 1990
- Employees
- about 3,218
Fetched September 14, 2026. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata · Crunchbase
In its own words
Stated by the vendor, not checked- Positioning
- AI-Powered Customer Experience
- For
- enterprise
- Price stated
- Pricing and plans genesys.com
- Starting price
- 75 genesys.com/pricing
- Certifications
- SOC 2 Type IISOC 3 Type IISOC 1 Type IIISO/IEC 27001:2022ISO/IEC 27017:2015ISO/IEC 27018:2019BSI C5DoD Impact Level IL2
- Customers named
- ElectroluxVirgin AtlanticBest Buy CanadaENGIE Australia & New ZealandDigicall AssistJPIMediaLowell NorwayStepChange
- Not stated on the pages read
- Free plan or trial, integrations, hosting
What Genesys Cloud CX's own pages state, read September 28, 2026: genesys.com, genesys.com/pricing, genesys.com/trust-center/security, genesys.com/capabilities, genesys.com/customer-stories. A claimed page can correct any of them.
Claim this page
Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Genesys Cloud CX's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Genesys Cloud CX, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for Genesys Cloud CX by email, built from the raw record of the edition. It shows:
- where Genesys Cloud CX is named, by buyer and by framing, and which cells hold its first choices;
- the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
- its vocabulary against the segment leader's, and the pages the models cited;
- who was chosen in the answers that did not name Genesys Cloud CX, and every reason the record gives;
- a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
- one page of published figures cleared to show a buyer.