# Compare Pure Chat vs Genesys Cloud CX 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Pure Chat and Genesys Cloud CX based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/141708-179417/Pure-Chat-vs-Genesys-Cloud

---

# Pure Chat vs Genesys Cloud CX Features and Cost Comparison

Last updated March 13th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Pure ChatGenesys Cloud CX2/4 selected

[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)[4.6 (337)](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

[## Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)[4.6 (337)](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

Starting Price

$39.00/month

Value-for-Money

4.5

Functionality

4.4

Ease of Use

4.6

Customer Service

4.5

Reviews Sentiment

Based on [337 reviews](#user-reviews)

Positive

320

Neutral

15

Negative

2

[## Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Starting Price

$75.00/month

Value-for-Money

4.1

Functionality

4.2

Ease of Use

4.4

Customer Service

4

Reviews Sentiment

Based on [262 reviews](#user-reviews)

Positive

230

Neutral

22

Negative

10

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## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

## Summary

* * *

Key features rated by users

Features selected based on 6,735 reviews from live chat software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

\--%Fit

Missing features

Feature ratings

Single Sign On

NA

Chat/Messaging

4.3

Real-Time Notifications

NA

Real-Time Monitoring

NA

Mobile Access

3.9

59%Fit

Not enough reviews

Feature ratings

Single Sign On

\--

Chat/Messaging

3.9

Real-Time Notifications

4.3

Real-Time Monitoring

\--

Mobile Access

3.7

User satisfaction

User satisfaction

4.6

User reviews[337](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

Ease of use

4.6

Functionality

4.4

Value for money

4.5

Customer support

4.5

User satisfaction

4.3

User reviews[262](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Ease of use

4.4

Functionality

4.2

Value for money

4.1

Customer support

4.0

Price starts from

Price starts from

$39Per User, Per Month

-   Free version
-   Free trial

Price starts from

$75Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Designed for small to midsize businesses, it is a live chat tool that helps with referencing old conversations, customizing chat widget, assigning roles to users, scheduling availability, and more.

Best for

Companies of all sizes looking for an easy, all-in-one cloud contact center solution.

## User reviews

Pros & cons

PT

Paula T.

Co-Owner

> "We were able to upload our own customized chat button to be on brand with our company."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#SoftwareAdvice___6815808)

PT

Paula T.

Co-Owner

> "I reached out to them via email and received a message stating they were transitioning their customer support team and response times would be..."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#SoftwareAdvice___6815808)

Roshni C.

Human resources

> "I would appreciate the intuitive interface and straightforward setup process, which allows me to quickly implement live chat on my websites without..."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___4918437)

CS

Christopher S.

Co owner

> "Delay in response time and we missed chat notifications"

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___6511592)

UM

Ulycel M.

Apparel

> "I find that Pure Chat app best for answering questions because one of my websites doesn't get a lot of visitors and one of the things that I like in..."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___4576319)

CS

Christopher S.

Co owner

> "We had lots of delay and missed chats"

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___6511592)

NS

Niral S.

Finance Executive

> "I like Pure Chat as it can be easily installed on our website and clients are using it to contact us."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___4929971)

VR

Verified Reviewer

Manager

> "Not at all happy with their analytics, mobile applications."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___3770958)

VR

Verified Reviewer

Chemist

> "Pure Chat is a widely-used live chat software with customizable widgets, mobile responsiveness, automated triggers, team collaboration, integrations,..."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___4386202)

LL

Lance L.

Ordering Assistant Manager

> "What I like least about the software is the notification system is a little buggy and you won't always receive one."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___3243197)

Abid S.

Manager Operations

> "Pure Chat is absolutely free of cost software with exciting features like offline chat, website visitor tracking, proactive chat and many more."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___3601095)

BH

Ben H.

Owner

> "It gets disconnected often so I have to re-login, which can be difficult to rely on it to make sure it's "ON" when clients visit my website."

[See full review](https://www.capterra.com/p/141708/Pure-Chat/#Capterra___2240068)

[View Reviews](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

SM

Sherry M.

Executive Manager

> "There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email, texting,..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

SM

Sherry M.

Executive Manager

> "The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

KW

Kris W.

Project Manager

> "The alignment of multiple communication channels makes managing our call center staff and monitoring customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6451500)

VR

Verified Reviewer

Associate technical support engineer

> "The call assignment is random and not as per first come first serve while on queue, navigation is very difficult..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6716002)

Jordan M.

HR Generalist

> "Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well, just..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

VR

Verified Reviewer

Associate Leadership Team

> "Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6858437)

RW

Ryan W.

Business analyst

> "The AI-driven predictions and automation features are especially useful for managing staffing and schedules..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

Glen T.

System Support Lead

> "Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6427682)

Jordan M.

HR Generalist

> "Simple to use deskless calling service with the ability to forward calls and review voicemails."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

JF

Jon F.

Manager

> "Difficult to integrate on to your site, documentation was lacking for us"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6598011)

SW

Sharon W.

Case Manager

> "It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

SW

Sharon W.

Case Manager

> "Menu to change options is a bit antiquated and time consuming."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

Jordan M.

HR Generalist

> "The caller ID, volume options, and interface is well done."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

LF

Liam F.

Operations Manager

> "Lacks sophisticated outbound dialling."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556404)

MHS

Mohammed Hareez S.

Customer Success representative

> "we use Genesys cloud to interact with customers via calls and emails and its so far the best"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6691179)

Lizandro H.

Sales Development Specialist

> "The call quality and the recording of the calls were sometimes not heard."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6022052)

LB

LaSheena B.

Solution Analyst

> "I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other things."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6774566)

NN

Nick N.

Workforce Management

> "Not user friendly."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6536495)

SKT

Song Kean T.

NOC and SOC Manager

> "Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6256658)

KS

Kyle S.

Team leader

> "times out and difficult to initially use"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6462048)

DL

Daniela L.

Sales manager

> "In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6463546)

Abel A.

Agent

> "all I can fault about this software is its high cost for small businesses"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5059915)

SM

Sherry M.

Executive Manager

> "Overall using Genesys Cloud CX is very efficient, although not easy to learn. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

NT

Nicholas T.

UC Engineer / Developer

> "The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4696997)

Saskia M.

Senior Director Sales Marketing

> "In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5011669)

KM

Kyle M.

Workforce Management Operations Scheduler

> "The scheduling portion that is supposed to make this web based call functionality, reporting and adherence..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3355456)

CC

Cody C.

CSR

> "Great for managing contact center."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

JJ

Jonathan J.

Manager Reporting & WFM

> "The Salesforce External Routing feature isn't well documented or understood"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4547969)

RW

Ryan W.

Business analyst

> "The AI-driven forecasting is generally accurate, helping us keep staffing balanced."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

TH

Taja H.

Fan Service agent

> "Sometimes calls do not come through"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4349272)

LR

Lyn R.

Enrollment Growth Rep

> "I like that you can pop out a little window to make it easier to use it while using other apps."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6758801)

EAM

Edgar Alan M.

Systems Leader

> "We have problems with the integration with our SAP, because the version wasn't compatible with the solution."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2945547)

HD

Harinder D.

Insurance Advisor

> "It focuses on delivering exceptional customer service to all the clients."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6779762)

Marek K.

Sr. CX Consultant

> "Relatively slow delivery of solutions to main painpoints reported by business via idea portal."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3195463)

AT

Alejandra T.

BU Regional Sales Manager

> "The payback, once implemented, as a multi-channel tool is awesome."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6664004)

DK

Darya K.

Escalation Manager

> "The system does not remember the user and periodically you need to enter your login and password again."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3361002)

CC

Cody C.

CSR

> "Very professional company, great software, and overall amazing reporting on stats."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

YY

Ye Y.

Technical Specialist

> "Dashboard is missing the flexibility for shorting agent status."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2988882)

OR

Oliver R.

Owner

> "Simple to use and offers first-class connectivity."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6829271)

JL

Jose L.

manager coordinator

> "professionals service werent that good sometimes"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4076419)

SB

Sabrina B.

Systems Developer

> "Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6247808)

AP

Amanda P.

Manager, Business Technology Solutions

> "Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2843493)

AC

Andreea C.

CX Manager

> "More indicators available (than previous solution we were using)."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6589729)

VR

Verified Reviewer

Freelance Writer

> "The sound quality of calls can be questionable in seasons."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2731026)

[View Reviews](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

## User interface

[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)

4.55 (337)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

4.34 (262)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Activity Dashboard

207

Important

AI Copilot

150

Important

API

120

Important

Pure Chat

17/33

-   Activity Dashboard
-   AI Copilot
-   API
-   Autoresponders
-   Canned Responses
-   Chat/Messaging
-   Collaboration Tools
-   Contact Management
-   CRM
-   Customizable Branding
-   Document Storage
-   Email Management
-   File Sharing
-   Generative AI
-   Geotargeting
-   Interaction Tracking
-   Mobile Access
-   Multi-Channel Communication
-   Offline Form
-   Proactive Chat
-   Real-Time Analytics
-   Real-time Consumer-facing Chat
-   Real-Time Monitoring
-   Real-Time Notifications
-   Reporting/Analytics
-   Screen Sharing
-   Search/Filter
-   Single Sign On
-   Support Ticket Management
-   Surveys & Feedback
-   Third-Party Integrations
-   Transcripts/Chat History
-   Transfers/Routing

[See all features](https://www.capterra.com/p/141708/Pure-Chat/#features)

Genesys Cloud CX

Top features

32/33

-   Activity Dashboard
-   AI Copilot
-   API
-   Autoresponders
-   Canned Responses
-   Chat/Messaging
-   Collaboration Tools
-   Contact Management
-   CRM
-   Customizable Branding
-   Document Storage
-   Email Management
-   File Sharing
-   Generative AI
-   Geotargeting
-   Interaction Tracking
-   Mobile Access
-   Multi-Channel Communication
-   Offline Form
-   Proactive Chat
-   Real-Time Analytics
-   Real-time Consumer-facing Chat
-   Real-Time Monitoring
-   Real-Time Notifications
-   Reporting/Analytics
-   Screen Sharing
-   Search/Filter
-   Single Sign On
-   Support Ticket Management
-   Surveys & Feedback
-   Third-Party Integrations
-   Transcripts/Chat History
-   Transfers/Routing

[See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features)

### Recognition

No recognitions have been awarded to Pure Chat

Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports

### Deployment & support

Pure Chat

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Genesys Cloud CX

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Pure Chat

-   By Pure Chat
-   Located in United States
-   Founded in 2012

Genesys Cloud CX

-   By Genesys
-   Located in United States
-   Founded in 1990

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4.8

[View full comparison](https://www.capterra.com/compare/29589-179417/CallCenterNOW-vs-Genesys-Cloud)

[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)[4.55 (337)](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

vs

[Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/)

$39/month

Price

$0/month

4.4

Features

4.6

4.6

Ease of Use

4.7

[View full comparison](https://www.capterra.com/compare/141708-144040/Pure-Chat-vs-Tidio-Chat)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,781)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$75/month

Price

$15/month

4.2

Features

4.6

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-179417/LiveAgent-vs-Genesys-Cloud)

[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)[4.55 (337)](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$39/month

Price

$39/month

4.4

Features

4.4

4.6

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/141708-164283/Pure-Chat-vs-Zendesk)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$75/month

Price

$39/month

4.2

Features

4.4

4.4

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/164283-179417/Zendesk-vs-Genesys-Cloud)

[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)[4.55 (337)](https://www.capterra.com/p/141708/Pure-Chat/reviews/)

vs

[Slack](https://www.capterra.com/p/135003/Slack/)[4.66 (24,103)](https://www.capterra.com/p/135003/Slack/reviews/)

$39/month

Price

$8.75/month

4.4

Features

4.6

4.6

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/135003-141708/Slack-vs-Pure-Chat)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

vs

[Readymode](https://www.capterra.com/p/136728/Readymode/)[4.63 (142)](https://www.capterra.com/p/136728/Readymode/reviews/)

$75/month

Price

$199/month

4.2

Features

4.6

4.4

Ease of Use

4.7

[View full comparison](https://www.capterra.com/compare/136728-179417/Readymode-vs-Genesys-Cloud)