Genesys Cloud Quality Management
Genesys Cloud Quality Management: A Genesys-centered suite for real-time monitoring, quality scoring and conversation analytics. Ranked #3 of 31 in Contact Center Analytics Software by our editors (9.1/10); pricing: Paid; best for genesys-centered contact centers.
At a glance
- Editor score9.1 / 10
- PricingPaid
- Best forGenesys-centered contact centers
- Free planNo
- Paid from$75/user/mo
- Real-time monitoringYes
- Founded1990 · Menlo Park, California, United States
- Facts checked20 Sep 2026
Where it wins
- Real-time monitoring, coaching and whispering for supervisors
- AI-assisted quality scoring with speech and text analytics
- Recording, sentiment analysis, alerts and performance reporting
Where it doesn't
- Quality Management is an add-on for the CX1 plan
- Annual pricing starts at $75 per user per month
- The broad platform may exceed narrow quality-management needs
Our verdict on Genesys Cloud Quality Management
Genesys Cloud Quality Management is a contact-center quality and conversation analytics capability for supervisors, quality teams and enterprise customer-service operations. It supports live monitoring of calls and chats, voice and digital interaction recording, quality evaluations, AI-assisted scoring, transcription, topic detection, sentiment analysis and acoustic analysis. Dashboards, alerts, performance reporting, live coaching and whispering give supervisors several ways to review interactions and support agent development across omnichannel environments.
Pricing depends on the Genesys Cloud CX plan. CX1 costs $75 per user per month when billed annually and includes voice, call routing, analytics and reporting, voice and digital interaction recording, screen recording, and speech and text analytics; Quality Management is listed as an add-on at this tier. CX2 costs $115 per user per month annually and adds digital channels, omnichannel routing, quality assurance and compliance, analytics and reporting, and speech and text analytics. CX3 costs $155 and adds full workforce engagement management, workforce management, forecasting and scheduling. CX4 costs $240 and includes workforce and resource management, Agent Copilot and 30 AI Experience tokens per named agent.
Its strongest fit is a contact center already aligned with the Genesys Cloud CX ecosystem. Integrations include Salesforce, ServiceNow, Amazon Lex, Google Cloud and AppFoundry apps, while web and API access support platform connectivity. The product is a broad operational suite rather than a narrowly focused evaluation tool, combining quality management with routing, recording, workforce functions and analytics. Choose it when real-time oversight and conversation intelligence need to sit alongside Genesys contact-center operations. Teams seeking only a focused standalone quality-management capability may find the wider CX structure and annual per-user pricing less suitable.
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Genesys Cloud Quality Management pricing
All 4 Genesys Cloud Quality Management plans and prices →
Genesys Cloud Quality Management fact sheet
| Free plan | No |
|---|---|
| Paid from | $75/user/mo |
| Real-time monitoring | Yes |
| Speech analytics | Yes |
| Sentiment analysis | Yes |
| Quality scorecards | Yes |
| Service-level reporting | Yes |
| Data retention | Not verified |
| Deployment | Cloud |
| Platforms | Web |
| Compliance & security | SOC 2, GDPR, HIPAA, SSO/SAML, 2FA |
| Support | Phone, Tickets, Community, Docs |
| Built for | Small business, Mid-market, Enterprise (editorial estimate) |
| Integrations | 5 integrations: Salesforce, ServiceNow, Amazon Lex, Google Cloud, AppFoundry apps |
| Pricing | Paid (source) |
| Website | genesys.com |
| Facts checked | 20 Sep 2026 |
Genesys Cloud Quality Management integrations
Genesys Cloud Quality Management lists 5 integrations on its own site.
- Salesforce
- ServiceNow
- Amazon Lex
- Google Cloud
- AppFoundry apps
Alternatives to Genesys Cloud Quality Management
- CallMiner EurekaA wide-ranging analytics platform for teams analyzing voice and digital interactions at scale.9.4
- Five9 Interaction AnalyticsA broad analytics suite for multilingual voice, email, and chat contact centers.9.3
- MaestroQAA broad QA and coaching platform for omnichannel customer service teams.8.8
See all Genesys Cloud Quality Management alternatives →
Genesys Cloud Quality Management vs the competition
- Genesys Cloud Quality Management vs CallMiner Eureka
- Genesys Cloud Quality Management vs Five9 Interaction Analytics
- Genesys Cloud Quality Management vs MaestroQA
- Genesys Cloud Quality Management vs EvaluAgent
- Genesys Cloud Quality Management vs Observe.AI Conversation Intelligence
- Genesys Cloud Quality Management vs Xdroid Customer Interaction Intelligence Platform
Compare Genesys Cloud Quality Management with any tool side by side →
Also Ranked In
Genesys Cloud Quality Management is ranked in 3 of our directories.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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