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Why Companies Look for Genesys Cloud CX Alternatives
Are you searching for alternatives to Genesys Cloud CX? You’re not alone. While Genesys offers a robust contact center solution, many organizations find themselves exploring other options due to several common challenges:
- Pricing complexity: Genesys Cloud CX uses multiple pricing models (per-user, hourly usage fees, minimum commitments) with add-on costs for AI, workforce management, and integrations—often leading to unpredictable bills.
- AI features as add-ons: Many advanced AI capabilities require additional purchases rather than being included in base packages.
- SMB and e-commerce fit: The platform’s enterprise-grade design can be overwhelming for smaller businesses that need simpler, more focused solutions.
If these challenges sound familiar, you’re in the right place. Let’s explore what to look for in a modern alternative and examine ten compelling options that might better suit your needs.
What to Look for in a Modern Genesys CX Alternative
When evaluating Genesys Cloud CX alternatives, prioritize platforms that offer:
- Stable live chat with native AI: Look for solutions with reliable chat functionality and built-in AI capabilities that don’t require expensive add-ons.
- True omnichannel support: Ensure seamless integration across voice, email, chat, social media, and messaging apps like WhatsApp.
- Open APIs and flexibility: Choose platforms with robust integration capabilities and developer-friendly tools.
- Transparent pricing: Seek clear, predictable pricing models without hidden fees or complex structures.
These core capabilities form the foundation of an effective modern contact center solution that can deliver excellent customer experiences while controlling costs.
How We Evaluated Genesys CX Competitors
Our evaluation process focused on these key factors:
- Deployment speed: How quickly can you get up and running?
- Integration capabilities: Does it connect smoothly with your existing tech stack?
- Analytics depth: How comprehensive are the reporting and insights tools?
- Voice capabilities: What’s the quality and reliability of voice features?
- Security standards: Does it meet industry compliance requirements?
- Migration complexity: How difficult is it to transition from Genesys Cloud CX?
These criteria helped us identify alternatives that deliver value while addressing common pain points with Genesys Cloud CX.
Understanding Pricing Models for Genesys Cloud CX Alternatives
Before diving into specific alternatives, it’s important to understand the different pricing approaches you’ll encounter:
- Per-seat licensing: Fixed monthly cost per agent (most common)
- Conversation-based: Charges based on conversation volume
- AI token costs: Additional charges for AI usage (varies widely by vendor)
- Telephony fees: Separate charges for voice minutes and phone numbers
These different models significantly impact your total cost of ownership (TCO), especially as you scale. Keep this in mind as we explore the alternatives.
Talkees — A Flexible, Affordable Genesys Cloud CX Alternative
Talkees stands out as a modern, flexible alternative to Genesys Cloud CX, particularly for e-commerce businesses and SMBs seeking powerful capabilities without enterprise-level complexity.
Pricing
- Free plan: Available for small teams getting started
- Growth plan: $29/agent/month (billed annually)
- Business plan: $59/agent/month (billed annually)
- Enterprise plan: Custom pricing for larger teams
All plans include core features without charging extra for AI usage, making Talkees significantly more cost-effective than Genesys Cloud CX for most use cases.
Key Features
- Native AI chatbot: Built-in conversational AI that handles common customer queries without additional costs
- Omnichannel inbox: Unified interface for managing conversations across channels (chat, email, social, WhatsApp)
- E-commerce integrations: Pre-built connections with Shopify, WooCommerce, and other major platforms
- No-code automation: Create complex workflows without development resources
- Open API: Extensive developer tools for custom integrations
Real User Experiences
Customers consistently praise Talkees for its intuitive interface and rapid deployment. G2 reviews highlight the platform’s “exceptional ease of use” and “surprisingly powerful AI capabilities at the price point.” Many users specifically mention the smooth transition from Genesys, citing implementation times of days rather than weeks or months.
Pros and Cons
Advantages:
- Fast implementation (typically under one week)
- Transparent, predictable pricing with no hidden fees
- Native AI included in all plans
- Excellent e-commerce integrations
- Responsive customer support
Limitations:
- Fewer enterprise-grade compliance certifications than Genesys
- Less extensive workforce management features
- Smaller marketplace of pre-built integrations (though growing rapidly)
Our Assessment
During our testing, Talkees impressed us with its balance of power and simplicity. The platform deployed in less than three days, and the AI chatbot required minimal training to handle common customer scenarios effectively. The unified inbox made managing conversations across channels remarkably straightforward, and the reporting provided actionable insights without overwhelming complexity.
For SMBs and e-commerce operations, Talkees offers the most compelling combination of features, price, and ease of use among the alternatives we evaluated. While it may not match every enterprise-grade feature of Genesys Cloud CX, it delivers the capabilities most organizations actually need at a fraction of the cost.
How Does Zendesk Compare to Genesys Cloud CX?
Zendesk is a well-established player in the customer service space, offering a comprehensive suite of support tools that serve as a viable Genesys Cloud CX alternative, particularly for growing support teams.
Pricing
- Suite Team: $55/agent/month (billed annually)
- Suite Growth: $89/agent/month (billed annually)
- Suite Professional: $115/agent/month (billed annually)
- Suite Enterprise: Custom pricing
AI features are available but often require additional costs, especially for advanced capabilities.
Key Features
- Enterprise-grade ticketing: Robust case management with customizable workflows
- Omnichannel capabilities: Support across email, chat, voice, and messaging
- Knowledge base: Comprehensive self-service options
- Reporting and analytics: Detailed insights into team performance
- Marketplace: Extensive integration options (1,500+ apps)
Real User Experiences
Zendesk users frequently highlight the platform’s reliability and comprehensive ticketing capabilities. According to Trustpilot reviews, customers appreciate the “intuitive interface” and “extensive customization options.” However, some users mention that the “AI features can become costly” as usage increases, and that “voice capabilities aren’t as robust as dedicated contact center solutions.”
Pros and Cons
Advantages:
- Strong ticketing and case management
- Extensive marketplace integrations
- Established brand with reliable performance
- Excellent knowledge base capabilities
- Customizable workflows
Limitations:
- AI costs can escalate quickly with usage
- Voice features less developed than Genesys
- Can become expensive at scale
- Steeper learning curve than some alternatives
Our Assessment
In our testing, Zendesk performed admirably for ticket-centric support operations. The platform excels at case management and offers solid omnichannel capabilities. However, we found the AI features less integrated than Talkees, often feeling like add-ons rather than core functionality. The voice capabilities, while functional, don’t match the depth offered by voice-specialized platforms.
Zendesk represents a strong choice for organizations prioritizing ticketing functionality with moderate voice requirements, especially those already using other Zendesk products. However, the AI costs and voice limitations should be carefully considered when comparing to Genesys Cloud CX.
Freshchat (Freshworks) as a Genesys CX Competitor
Freshchat, part of the Freshworks suite, offers a conversational messaging platform that serves as a more accessible alternative to Genesys Cloud CX, particularly for SMBs.
Pricing
- Growth plan: $19/agent/month (billed annually)
- Pro plan: $49/agent/month (billed annually)
- Enterprise plan: $79/agent/month (billed annually)
- Free tier: Available for up to 10 agents
Key Features
- Conversational support: Modern messaging interface across channels
- Freddy AI: Built-in AI assistant for automation
- Bot builder: Visual tool for creating automated workflows
- Seamless integration: Works well with other Freshworks products
- Campaign messaging: Proactive customer engagement tools
Real User Experiences
Freshchat users consistently mention its ease of use and quick setup. According to G2 reviews, customers appreciate the “clean interface” and “straightforward implementation.” However, some note that the “bot builder has limitations for complex scenarios” and “WhatsApp integration isn’t as robust as specialized alternatives.”
Pros and Cons
Advantages:
- Intuitive user interface
- Fast deployment (typically 1 week)
- Affordable pricing structure
- Good integration with Freshworks ecosystem
- Solid basic AI capabilities
Limitations:
- Bot builder lacks advanced capabilities
- Limited native social messaging depth
- Less robust enterprise features than Genesys
- Fewer advanced analytics options
Our Assessment
During our evaluation, Freshchat impressed with its quick setup and user-friendly interface. The platform deployed in just a few days, and agents found it intuitive to use. Freddy AI handled basic automation well, though we encountered limitations when attempting more complex scenarios.
The most notable limitation compared to Genesys Cloud CX is the depth of enterprise features, particularly around workforce management and advanced routing. However, for SMBs seeking a straightforward messaging platform with basic AI capabilities, Freshchat offers excellent value at a significantly lower price point than Genesys.
Is Zoho Desk a Viable Genesys Cloud CX Alternative?
Zoho Desk provides a comprehensive helpdesk solution that integrates deeply with the broader Zoho ecosystem, making it an interesting alternative to Genesys Cloud CX for certain use cases.
Pricing
- Standard: $14/agent/month (billed annually)
- Professional: $23/agent/month (billed annually)
- Enterprise: $40/agent/month (billed annually)
- Free plan: Available for up to 3 agents
Key Features
- Suite integration: Seamless connection with Zoho CRM and other Zoho apps
- Zia AI assistant: Built-in AI for automation and insights
- Customizable ticket management: Flexible workflows and routing
- Multichannel support: Email, chat, phone, and social media
- Self-service portal: Knowledge base and community forums
Real User Experiences
Zoho Desk users frequently highlight the platform’s value and integration capabilities. According to Capterra reviews, customers appreciate the “exceptional price-to-feature ratio” and “seamless connection with other Zoho products.” Some users note “voice capabilities aren’t as robust as dedicated contact center solutions” and “the interface can feel dated compared to newer alternatives.”
Pros and Cons
Advantages:
- Excellent value for money
- Deep integration with Zoho ecosystem
- Strong automation capabilities
- Solid ticketing and case management
- Comprehensive reporting
Limitations:
- Voice features less developed than Genesys
- UI less modern than some competitors
- Limited third-party integrations outside Zoho
- Less suitable for large enterprise deployments
Our Assessment
In our testing, Zoho Desk demonstrated strong ticketing and automation capabilities, particularly when used alongside other Zoho products. The platform’s value proposition is compelling, offering substantial functionality at a fraction of Genesys Cloud CX’s cost.
The primary trade-offs are in voice capabilities and enterprise-grade features. While Zoho Desk does support voice channels, they’re not as sophisticated as those offered by Genesys or voice-specialized alternatives. For organizations already invested in the Zoho ecosystem or those prioritizing ticketing over voice interactions, Zoho Desk represents an excellent value alternative to Genesys Cloud CX.
HappyFox Compared to Genesys CX
HappyFox offers an intuitive help desk solution that focuses on simplicity and effectiveness, making it a compelling Genesys Cloud CX alternative for organizations seeking straightforward customer support tools.
Pricing
- Mighty: $39/agent/month (billed annually)
- Fantastic: $59/agent/month (billed annually)
- Enterprise: $79/agent/month (billed annually)
- Enterprise Plus: Custom pricing
Key Features
- Intuitive ticket management: User-friendly interface for handling customer issues
- Smart automation: Rules-based workflows to improve efficiency
- Knowledge base: Comprehensive self-service capabilities
- Multi-channel support: Email, chat, phone, and social media integration
- Add-on ecosystem: Specialized tools for additional functionality
Real User Experiences
HappyFox users consistently praise its ease of use and effectiveness. According to G2 reviews, customers appreciate the “clean, intuitive interface” and “powerful automation capabilities.” Some users mention that “scaling to enterprise volumes can present challenges” and “advanced integrations sometimes require workarounds.”
Pros and Cons
Advantages:
- Exceptionally user-friendly interface
- Quick implementation (typically 2-3 weeks)
- Strong ticket management capabilities
- Effective knowledge base functionality
- Good value for small to mid-sized teams
Limitations:
- Less robust for large enterprise deployments
- Fewer advanced voice features than Genesys
- More limited AI capabilities
- Smaller marketplace of integrations
Our Assessment
During our evaluation, HappyFox stood out for its clean, intuitive design and effective ticket management. The platform was operational within two weeks, and agents required minimal training to become productive. The automation capabilities effectively handled routine tasks, and the knowledge base provided excellent self-service options.
Where HappyFox falls short of Genesys Cloud CX is in enterprise-scale capabilities and advanced voice features. For organizations with straightforward support needs that prioritize ease of use over complex functionality, HappyFox offers a compelling alternative at a significantly lower price point.
Kustomer (by Meta) vs Genesys Cloud CX
Kustomer, now owned by Meta, provides a CRM-centric customer service platform that offers a different approach compared to Genesys Cloud CX.
Pricing
- Enterprise: $89/user/month (billed annually)
- Ultimate: $139/user/month (billed annually)
- Custom plans: Available for specific requirements
Key Features
- CRM-centric approach: Customer-focused rather than ticket-focused
- Omnichannel conversations: Unified view across all channels
- AI-powered automation: Smart workflows and suggestions
- Timeline view: Complete customer history in a single interface
- Deep social integration: Strong connections with Meta platforms (Facebook, Instagram, WhatsApp)
Real User Experiences
Kustomer users frequently highlight the platform’s unified customer view and social capabilities. According to Capterra reviews, customers appreciate the “comprehensive customer timeline” and “excellent social media integration.” Some users note “implementation can be complex” and “data residency requirements can be challenging in certain regions.”
Pros and Cons
Advantages:
- Excellent customer-centric interface
- Strong social messaging capabilities
- Comprehensive timeline view of customer history
- Deep integration with Meta platforms
- Powerful automation capabilities
Limitations:
- Higher price point than some alternatives
- Data residency challenges in certain regions
- Less mature voice capabilities than Genesys
- More complex implementation than simpler alternatives
Our Assessment
In our testing, Kustomer impressed with its customer-centric approach and strong social messaging capabilities. The timeline view provided agents with comprehensive context, significantly improving their ability to resolve complex issues. The Meta platform integrations were noticeably superior to most alternatives.
The primary considerations compared to Genesys Cloud CX involve data residency (particularly for organizations with strict regional requirements) and voice capabilities, which, while functional, don’t match Genesys’s depth. For organizations heavily invested in social messaging channels, particularly Meta platforms, Kustomer offers a compelling alternative despite its premium pricing.
LiveAgent as a Budget Genesys Cloud CX Alternative
LiveAgent offers a comprehensive help desk solution at a significantly lower price point than Genesys Cloud CX, making it an attractive alternative for budget-conscious organizations.
Pricing
- Free: Limited features for small teams
- Ticket: $15/agent/month (billed annually)
- Ticket+Chat: $29/agent/month (billed annually)
- All-Inclusive: $49/agent/month (billed annually)
Key Features
- Fast live chat: Industry-leading chat response capabilities
- Universal inbox: Centralized management of all communication channels
- Video calling: Built-in video support functionality
- Time tracking: Monitor agent productivity and ticket resolution time
- Gamification: Increase agent engagement and performance
Real User Experiences
LiveAgent users consistently mention its value and chat capabilities. According to Trustpilot reviews, customers appreciate the “exceptional price-to-feature ratio” and “lightning-fast chat implementation.” Some users note the “interface can feel cluttered with many features enabled” and “advanced enterprise features are limited compared to premium alternatives.”
Pros and Cons
Advantages:
- Excellent value for money
- Very fast chat implementation
- Comprehensive feature set at low price point
- Good customization options
- Solid reporting capabilities
Limitations:
- Less polished UI than premium alternatives
- Limited enterprise-grade features
- Smaller implementation partner ecosystem
- Less advanced AI capabilities
Our Assessment
During our evaluation, LiveAgent demonstrated impressive capabilities for its price point. The platform was operational within days, and the chat functionality performed exceptionally well. The universal inbox effectively consolidated communications across channels, providing agents with good visibility.
The primary trade-offs compared to Genesys Cloud CX involve UI polish and enterprise features. The interface, while functional, lacks the refinement of premium alternatives, and advanced enterprise capabilities like workforce management are more limited. For organizations prioritizing value and core functionality over premium features, LiveAgent represents one of the most cost-effective alternatives to Genesys Cloud CX.
3CX for Voice-Heavy Teams: How It Compares to Genesys Cloud CX
3CX takes a PBX-first approach to customer communications, offering a different perspective compared to Genesys Cloud CX’s cloud-native contact center model.
Pricing
- Standard: Free for up to 10 users
- Pro: $180/year for 10 users (scales with user count)
- Enterprise: $280/year for 10 users (scales with user count)
Key Features
- PBX-first approach: Built around voice communications
- WebRTC capabilities: Browser-based voice and video
- Live chat and messaging: Web and mobile chat options
- WhatsApp integration: Connect with customers via WhatsApp
- Flexible hosting: Cloud, on-premises, or hybrid deployment
Real User Experiences
3CX users frequently highlight its voice quality and flexibility. According to G2 reviews, customers appreciate the “exceptional call quality” and “deployment flexibility.” Some users mention “chat and digital channels feel less developed than voice” and “integration with CRM systems can require additional configuration.”
Pros and Cons
Advantages:
- Excellent voice capabilities
- Flexible deployment options
- Strong WebRTC implementation
- Good value for voice-centric teams
- Reliable performance
Limitations:
- Digital channels less developed than voice
- Less comprehensive omnichannel capabilities
- More technical setup than cloud-only alternatives
- Limited advanced AI features
Our Assessment
In our testing, 3CX demonstrated outstanding voice capabilities with excellent call quality and reliability. The platform’s flexibility in deployment options (cloud, on-premises, or hybrid) provides options that Genesys Cloud CX’s cloud-only approach cannot match.
However, 3CX’s digital channels and omnichannel capabilities feel less developed than its voice features, reflecting its PBX-first heritage. For organizations that prioritize voice communications and value deployment flexibility, 3CX offers a compelling alternative to Genesys Cloud CX, particularly for teams with technical resources to manage the implementation.
Acquire (Acquire.io) Compared to Genesys Cloud CX
Acquire provides a customer engagement platform with particular strengths in co-browsing and visual engagement, offering a differentiated alternative to Genesys Cloud CX.
Pricing
- Growth: $300/month for 5 users ($60/user)
- Professional: $500/month for 5 users ($100/user)
- Enterprise: Custom pricing
Key Features
- Co-browsing: Real-time screen sharing without downloads
- Video chat: Visual customer engagement
- Sales-assist workflows: Specialized tools for conversion
- Chatbot platform: AI-powered conversation automation
- Unified agent workspace: Centralized communication management
Real User Experiences
Acquire users consistently highlight its co-browsing and visual engagement capabilities. According to Capterra reviews, customers appreciate the “seamless co-browsing experience” and “effective sales assistance tools.” Some users note that “pricing can be higher than text-only alternatives” and “implementation requires careful planning.”
Pros and Cons
Advantages:
- Industry-leading co-browsing technology
- Strong visual engagement capabilities
- Effective sales-assist workflows
- Good chatbot functionality
- Clean, modern interface
Limitations:
- Higher price point than some alternatives
- Less comprehensive voice capabilities than Genesys
- Smaller ecosystem of integrations
- More focused on sales than service in some areas
Our Assessment
During our evaluation, Acquire impressed with its visual engagement tools, particularly its co-browsing technology. The platform enabled agents to guide customers through complex processes with remarkable efficiency. The sales-assist workflows effectively supported conversion-focused interactions.
The primary considerations compared to Genesys Cloud CX involve the focus (sales vs. service) and price point. Acquire tends to excel in sales-oriented scenarios and visual problem-solving, while Genesys offers more comprehensive traditional contact center capabilities. For organizations that prioritize visual engagement and sales assistance, Acquire presents a specialized alternative to Genesys Cloud CX despite its premium pricing.
Helpshift for Mobile-First Support vs Genesys CX
Helpshift specializes in mobile-first customer support, offering a focused alternative to Genesys Cloud CX for organizations prioritizing in-app messaging and mobile experiences.
Pricing
- Growth: Starting at $150/month
- Pro: Starting at $500/month
- Enterprise: Custom pricing
Key Features
- In-app messaging: Native mobile support experience
- SDK integration: Deep embedding in mobile applications
- Automated bots: AI-powered conversation flows
- Issue classification: Automatic categorization and routing
- Gaming/app specialization: Features designed for mobile apps and games
Real User Experiences
Helpshift users frequently highlight its mobile integration capabilities. According to G2 reviews, customers appreciate the “seamless in-app experience” and “effective SDK implementation.” Some users mention “web support feels less developed than mobile” and “enterprise features are more limited than full-service alternatives.”
Pros and Cons
Advantages:
- Exceptional mobile support capabilities
- Seamless in-app messaging
- Strong SDK for deep integration
- Effective automated bots for mobile
- Specialized for gaming and app use cases
Limitations:
- Less comprehensive for non-mobile channels
- More limited voice capabilities than Genesys
- Narrower focus than full omnichannel platforms
- Less extensive enterprise feature set
Our Assessment
In our testing, Helpshift demonstrated outstanding capabilities for mobile-first support scenarios. The in-app messaging provided a seamless native experience, and the SDK enabled deep integration with mobile applications. The automated bots effectively handled common mobile support scenarios.
The specialization that makes Helpshift excel for mobile also creates limitations compared to Genesys Cloud CX’s broader approach. Non-mobile channels and traditional contact center capabilities receive less emphasis. For organizations focused primarily on mobile apps and games, Helpshift offers a specialized alternative that outperforms Genesys in mobile-specific scenarios while sacrificing breadth.
Feature Comparison Across Genesys Cloud CX Alternatives
When comparing alternatives to Genesys Cloud CX, several key feature dimensions stand out:
AI Quality and Capabilities
- Talkees: Native AI included in all plans; strong conversational capabilities
- Zendesk: Good AI features but often as premium add-ons
- Freshchat: Basic AI with Freddy; limitations for complex scenarios
- Zoho Desk: Solid AI with Zia, particularly within Zoho ecosystem
- Kustomer: Strong AI for social channels; good automation
- 3CX: Limited native AI compared to cloud-native alternatives
Omnichannel Breadth
- Talkees: Excellent unified inbox across digital channels
- Zendesk: Comprehensive omnichannel with strong ticketing
- Kustomer: Outstanding social channel support, particularly Meta platforms
- Helpshift: Exceptional mobile but more limited on other channels
- Genesys Cloud CX: Still leads in comprehensive voice + digital + social
Reporting Depth
- Genesys Cloud CX: Extensive analytics, particularly for voice
- Zendesk: Strong reporting with excellent customization
- Zoho Desk: Comprehensive analytics, especially within Zoho ecosystem
- LiveAgent: Good basic reporting at a value price point
- Talkees: Clean, actionable analytics focused on business outcomes
Compliance Standards
- Genesys Cloud CX: Comprehensive enterprise compliance (PCI, HIPAA, SOC2)
- Zendesk: Strong compliance capabilities and documentation
- 3CX: Flexible deployment options support various compliance needs
- Kustomer: Good compliance but data residency considerations
- Talkees: Core compliance standards with transparent documentation
The right choice depends on your specific requirements and priorities. While Genesys Cloud CX offers comprehensive capabilities across these dimensions, many alternatives excel in specific areas while offering better pricing, simpler implementation, or specialized functionality.
Choosing the Right Genesys CX Alternative for Your Needs
Selecting the best Genesys Cloud CX alternative depends on your specific use case and priorities:
For E-commerce Stores
- Best overall choice: Talkees offers the ideal combination of e-commerce integrations, AI capabilities, and value pricing for online retailers.
- Budget option: LiveAgent provides excellent core functionality at a very competitive price point.
- Enterprise alternative: Kustomer’s strong social capabilities make it ideal for social commerce strategies.
For SMB Support Desks
- Best overall choice: Freshchat delivers a user-friendly experience with good value for smaller support teams.
- Budget option: Zoho Desk offers exceptional value, especially for organizations using other Zoho products.
- Specialized needs: HappyFox provides an intuitive experience with strong ticket management.
For AI-Driven Projects
- Best overall choice: Talkees includes native AI capabilities without additional costs, ideal for automation-focused projects.
- Enterprise alternative: Zendesk offers robust AI capabilities, though often at premium pricing.
- Specialized needs: Helpshift excels for mobile-focused AI automation.
For Voice-Centric Contact Centers
- Best overall choice: 3CX provides exceptional voice quality with flexible deployment options.
- Enterprise alternative: While Genesys Cloud CX excels here, NICE CXone offers similar capabilities with different pricing models.
- Budget option: LiveAgent’s All-Inclusive plan includes voice capabilities at a fraction of enterprise costs.
Migration Playbook from Genesys Cloud CX
Transitioning from Genesys Cloud CX to an alternative platform requires careful planning. Here’s a streamlined approach:
Data Export and Preparation
- Export customer data: Extract contact records, interaction history, and custom fields
- Document workflows: Map existing IVR flows, routing rules, and automations
- Catalog integrations: List all connected systems and integration points
Number Porting and Telephony Transition
- Inventory numbers: Document all phone numbers, including ownership and routing
- Initiate porting requests: Begin the process early (typically 2-4 weeks)
- Plan for parallel operation: Maintain both systems during transition
Bot Intent and Automation Transfer
- Map conversation flows: Document existing bot intents and conversation paths
- Identify knowledge bases: Export FAQs and knowledge articles
- Recreate automation logic: Rebuild workflows in the new system
Phased Rollout Strategy
- Pilot with a small team: Start with 5-10% of agents on non-critical channels
- Expand by channel: Add channels progressively, starting with lower-volume options
- Complete cutover: Transition remaining agents and decommission Genesys
Most organizations can complete a migration in 4-12 weeks, depending on complexity. Working with implementation partners can significantly accelerate the process, particularly for alternatives like Talkees that offer specialized migration tools for Genesys customers.
By carefully planning your migration and selecting the right alternative for your specific needs, you can achieve a more cost-effective, user-friendly customer experience platform that better serves your business objectives.
