Softwr

Telecommunications · head to head

Genesys Cloud vs Zoom

Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Rated
-
Full reviewWebsite
Zoom logo

Zoom

All industries

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoom has a free tier, so it costs nothing to try first.
  • Each has a real cost: Genesys Cloud all four published tiers are billed annually; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: Genesys Cloud covers Omnichannel, Zoom covers HD video & audio.

Where they differ

Only the attributes on which Genesys Cloud and Zoom actually diverge.

Attributes where Genesys Cloud and Zoom differ
AttributeGenesys CloudZoom
Starting price$75/monthFree
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, iOS, Android, Windows, macOS
CategoryTelecommunicationsAll industries
Founded19902011

Identical on both: pricing model (subscription), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Genesys Cloud

  • Omnichannel
  • ACD
  • IVR
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Microsoft Dynamics

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Chat
  • Whiteboard

Both cover

  • Salesforce
  • SOC2
  • HIPAA
  • FedRAMP

What people use each for

The jobs each tool is most often brought in to do.

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot Zoom
  • Workforce engagement and routing for large support operationsnot Zoom

Zoom

  • Team meetingsnot Genesys Cloud
  • Webinarsnot Genesys Cloud
  • Virtual eventsnot Genesys Cloud
  • Online trainingnot Genesys Cloud
  • Telehealthnot Genesys Cloud

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

Pricing, plan by plan

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want acd.
Genesys Cloud review

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is Genesys Cloud or Zoom better?
Neither clearly leads. Genesys Cloud starts at $75/month and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Genesys Cloud or Zoom?
Zoom has a free tier; the other does not. Paid plans start at $75/month for Genesys Cloud and Free for Zoom.
Does Genesys Cloud or Zoom run on more platforms?
Genesys Cloud runs on Web, Desktop, Ios, Android. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Zoom for free?
Yes. Zoom has a free tier, so you can try it without paying. Genesys Cloud starts at $75/month.
What is Genesys Cloud best used for?
Genesys Cloud is most often used for cloud contact centre across voice, digital and self service channels, workforce engagement and routing for large support operations. Of those, cloud contact centre across voice, digital and self service channels and workforce engagement and routing for large support operations are not what Zoom is typically brought in for.
What can Genesys Cloud do that Zoom cannot?
Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Salesforce, SOC2, HIPAA, FedRAMP.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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