Side-by-side record

Genesys Cloud CX vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus Genesys Cloud CX at $75. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.4/5).

Full comparison

	Genesys Cloud CXfrom $75 per seat/month, billed annually	ScreenConnectfrom $27 per month
Audyense Score	81ASStrong	29AS*Low
Positioning	AI-powered cloud contact center for omnichannel customer experience at scale	ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tier	No	Yes
Deployment	Cloud / SaaS	Cloud / SaaS
Best fit	SMB, Mid-market, Enterprise	Startup, SMB, Mid-market
Pricing plans	Genesys Cloud CX 1$75 Genesys Cloud CX 2$115 Genesys Cloud CX 3$155 Genesys Cloud CX 4$240	Free or entry planFree Higher tiersCustom pricing
AI features	YesAgent Copilot, Supervisor Copilot, and AI Experience tokens for NLU/speech analytics, expanded in higher tiers	—
Automation & macros	PartialSupports workflow/bot automation via Genesys Cloud's architect flows rather than simple agent-side macros	—
CSAT & satisfaction surveys	YesSurvey capability included from CX3 tier upward	—
Knowledge base & help center	YesKnowledge management included from CX2 tier upward	—
Live chat & messaging	YesChat is part of the digital channel bundle starting at CX2	—
Omnichannel support	YesCore product capability: voice, chat, email, and social unified with omnichannel routing	—
Public API	YesGenesys Cloud has a documented public API and developer platform	—
Reporting & dashboards	YesReal-time analytics and dashboards included; some reviewers note reporting output is hard to reformat	—
Shared inbox & ticketing	PartialEmail is routed through the same omnichannel queue rather than a dedicated shared-inbox UI	—
SLA management	YesService-level routing and management are core to the platform's contact center analytics	—
Multiple agents	—	YesDocumented in the independently researched profile.
Remote Support	—	YesDocumented in the independently researched profile.
No interruptions	—	YesDocumented in the independently researched profile.
Secure information	—	YesDocumented in the independently researched profile.
Automated reconnection	—	YesDocumented in the independently researched profile.
Cross-platform compatibility	—	YesDocumented in the independently researched profile.
Browser extensions	—	YesDocumented in the independently researched profile.
Remote access	—	YesDocumented in the independently researched profile.
Unattended access	—	YesDocumented in the independently researched profile.
Simplified transfer of files	—	YesDocumented in the independently researched profile.
Roles & permissions	—	YesDocumented in the independently researched profile.
Shared toolbox	—	YesDocumented in the independently researched profile.
Remote meetings	—	YesDocumented in the independently researched profile.
Customization & branding	—	YesDocumented in the independently researched profile.
Integrations verified	600+	—
Aggregate rating	4.4 · 1.7k reviews	9.0 · No reviews yet
Integrations	SalesforceMicrosoft Dynamics 365ServiceNowZendeskMicrosoft TeamsZoom+4 more	—
Security & compliance	SOC 2ISO 27001PCI DSSHIPAA+1 more	—
Pros	Brings voice, chat, email, and social messaging into one omnichannel interface with real-time analytics (G2) Flexible skills-based routing and outbound dialer/campaign management (TrustRadius) Scales well for large, multi-regional, multi-channel contact center operations (Capterra, TrustRadius) Intuitive day-to-day interface once agents are ramped up (G2, Capterra)	Independent review documents a concrete business workflow Documented capability: Multiple agents Documented capability: Remote Support Documented capability: No interruptions Documented capability: Secure information
Cons	Steep learning curve when configuring advanced features and third-party integrations (G2) Support responsiveness is inconsistent — reviewers cite slow resolution on non-critical tickets (Capterra) Reporting output can be hard to read and reformat for deeper analysis (TrustRadius) Workforce management/forecasting tools seen by some reviewers as less mature than dedicated WFM vendors (community feedback)	Pricing and usage limits should be checked against the exact plan Implementation effort depends on the team's data and process maturity Reported outcomes should be validated with the buyer's own data
	Visit Genesys Cloud CX ↗	Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Genesys Cloud CX

Genesys Cloud CX is a cloud-native contact center platform that unifies voice, chat, email, and social messaging into a single omnichannel interface for agents and supervisors. It includes AI-powered routing, Agent Copilot and Supervisor Copilot assistance, workforce engagement management, and real-time analytics. Genesys, the company behind the platform, was founded in 1990 and now serves more than 8,000 organizations across over 100 countries.

A particularly good fit for: Mid-market and enterprise contact centers that need voice, chat, email, and social channels unified in one platform Teams wanting built-in AI-powered routing, agent/supervisor copilots, and workforce engagement management without stitching together separate point solutions Regulated industries (healthcare, finance, government) that require HIPAA, PCI DSS, or FedRAMP-level compliance

May be a poor fit if: Very small teams or startups, given the roughly $2,000/month minimum commitment that makes per-seat pricing costly at low agent counts Teams wanting a fast, low-configuration setup — reviewers describe a real learning curve for advanced routing, reporting, and workforce management configuration

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Genesys Cloud CX: Published starting price $75 per seat/month, billed annually

Genesys Cloud CX 1$75 per seat/month, billed annually
Genesys Cloud CX 2$115 per seat/month, billed annually
Genesys Cloud CX 3$155 per seat/month, billed annually
Genesys Cloud CX 4$240 per seat/month, billed annually

ScreenConnect: Published starting price $27 per month

Free or entry planFree
Higher tiersCustom pricing

Capabilities worth validating

Genesys Cloud CX: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk.
ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

Does Genesys Cloud CX's selected plan include the features and limits we need?
Does ScreenConnect's selected plan include the features and limits we need?
Does the exact integration path for Salesforce, Microsoft Dynamics 365, ServiceNow support the sync direction, permissions, and volume we need?
Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
Test the complete path through Salesforce, Microsoft Dynamics 365, ServiceNow: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Genesys Cloud CX product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website