Genesys Cloud Quality Management vs CallMiner Analyze

Genesys Cloud Quality Management9.2Visit CallMiner Analyze8.8Visit

Higher score Genesys Cloud Quality Management #1 in Contact Center Quality Assurance Software 9.2/10 Paid ✓ 1 of 4 features Visit Genesys

vs

CallMiner Analyze #4 in Contact Center Quality Assurance Software 8.8/10 Pricing on request ✓ 0 of 4 features Visit CallMiner

• Genesys Cloud Quality Management fits best

  Contact centers wanting integrated live QA

• CallMiner Analyze fits best

  Enterprises analyzing omnichannel customer journeys

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature	Genesys Cloud Quality Management 9.2/10 Visit ↗	CallMiner Analyze 8.8/10 Visit ↗
At a glance
Editor score	9.2	8.8
Ranking	#1 in Contact Center Quality Assurance Software	#4 in Contact Center Quality Assurance Software
Best for	Contact centers wanting integrated live QA	Enterprises analyzing omnichannel customer journeys
Pricing model	Paid	Paid
Starting price	$75/user/mo	Pricing on request
Free plan	—	Not checked yet
Free trial	—	—
Deployment	Cloud	Cloud
Platforms	Web	Web
Support	Phone, Tickets, Community, Docs	Email, Phone
Compliance	SOC 2, GDPR, HIPAA, SSO/SAML, 2FA	SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS
Integrations	5 integrations	18 integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Genesys Cloud Quality Management 1/4 · CallMiner Analyze 0/4
Auto quality scoring	Not checked yet	Not checked yet
Speech analytics	✓ (best)	Not checked yet
Digital channel QA	Not checked yet	Not checked yet
Screen recording	Not checked yet	Not checked yet
Specs
Evaluation form support	Not checked yet	Not checked yet
Data retention	Not checked yet	Not checked yet
Our review
Pros	Monitor live calls and chats, with live coaching and whispering. Combine evaluations and AI-assisted scoring with speech and text analytics. Connect recording, alerts and performance reporting in Genesys Cloud CX.	Analyzes voice and text with transcription, sentiment, and interaction scoring Maps customer journeys and supports customizable search and topic discovery Redacts sensitive data and connects through APIs to enterprise systems
Cons	Quality Management is included in CX2–CX4; CX1 requires it as an add-on. The $75 CX1 price is for the base subscription, not standalone QA. CX plans require annual billing at the published per-user monthly rates.	Pricing requires contacting CallMiner Cloud deployment only Its broad analytics scope may exceed teams seeking basic QA scoring
Our verdict	Genesys Cloud Quality Management brings live supervision, interaction recording, evaluations and conversation analytics into the Genesys Cloud CX platform. It is designed for contact centers that want supervisors to monitor calls and… Read the review →	CallMiner Analyze is cloud-based customer interaction analytics for contact centers and enterprise CX teams. It ingests voice and text interactions, then uses AI and machine learning to transcribe, categorize, score, and analyze them.… Read the review →

Strengths and trade-offs

• Genesys Cloud Quality Management — where it wins

  • Monitor live calls and chats, with live coaching and whispering.
  • Combine evaluations and AI-assisted scoring with speech and text analytics.
  • Connect recording, alerts and performance reporting in Genesys Cloud CX.

  Where it doesn't

  • Quality Management is included in CX2–CX4; CX1 requires it as an add-on.
  • The $75 CX1 price is for the base subscription, not standalone QA.
  • CX plans require annual billing at the published per-user monthly rates.

• CallMiner Analyze — where it wins

  • Analyzes voice and text with transcription, sentiment, and interaction scoring
  • Maps customer journeys and supports customizable search and topic discovery
  • Redacts sensitive data and connects through APIs to enterprise systems

  Where it doesn't

  • Pricing requires contacting CallMiner
  • Cloud deployment only
  • Its broad analytics scope may exceed teams seeking basic QA scoring

• Genesys Cloud Quality Management9.2/10 · Paid

  Integrated live monitoring and AI-assisted QA within Genesys Cloud CX, starting at $75 per user monthly.

  Visit GenesysFull verdict →
• CallMiner Analyze8.8/10 · Pricing on request

  Broad interaction analytics for enterprise teams mapping customer journeys across channels.

  Visit CallMinerFull verdict →