SQM CX Quality™ vs. Genesys Cloud CX
A side-by-side comparison based on G2 review data.
| Metric | SQM CX Quality™ | Genesys Cloud CX |
|---|---|---|
| Overall rating | 4.5 | 4.4 |
| Review count | 379 | 1,581 |
| Ease of use | 9.1 | 9.1 |
| Ease of setup | 9.0 | 8.6 |
| Quality of support | 9.2 | 8.5 |
| Meets requirements | 9.3 | 8.8 |
| NPS | 66.666667 | 58.333333 |
| Small Business | 8.1% | 14.3% |
| Mid-Market | 52.5% | 45.0% |
| Enterprise | 39.4% | 40.7% |
| Total page views | 518 | 4,207 |
| Total LLM citations | 38 | 26,251 |
SQM CX Quality™
SQM's CX Quality product is an AutoCX software tool that helps contact centers predict, benchmark, diagnose, and improve customer experience. SQM's AutoCX software can evaluate 100% of customer interactions or operate using defined agent, team, or line-of-business quotas. Our predictive CX models measure key outcomes such as CSAT, First Call Resolution, and Call Resolution, with predicted CSAT achieving up to 95% alignment with post-call survey results. A key differentiator is benchmarking.
- Ease of Use
- Helpful
- Navigation Ease
- Easy Access
- Coaching
- Experience Improvement
Genesys Cloud CX
Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution.
- Ease of Use
- Features
- Reliability
- Efficiency
- Helpful
- Intuitive