Genesys Cloud CX vs LivePerson (2026): which should you pick?
As of Nov 13, 2026, Genesys Cloud CX and LivePerson share a 1.8 GPA, neither has a free plan and their prices can't be set side by side, so the choice depends on whether you care more about features, where Genesys Cloud CX grades higher, or value for money, where LivePerson does.
Checked Nov 13, 2026 · graded Nov 13, 2026 by ToolGPA
They get the same grade on the free plan, ease of use and platforms.
Price, platforms and features side by side. The table says where each price was read and when.
Genesys Cloud CX
Cloud contact center platform for voice and digital service
LivePerson
Messaging and AI agent platform for enterprise customer service
Which one is for you
Pick Genesys Cloud CX if
- Fits if you run a voice-first contact center
- Works for teams that want workforce tools in the same suite
Look elsewhere if
- Pricey if you need digital channels, as they start at $115 and are add-ons on CX 1
- Tight if you want AI, because many features spend Experience Units
- Watch out: the page says prices are subject to change and usage charges may apply
- Skip it if you want a concurrent license price, since it is given only on request
Pick LivePerson if
- Fits if you run an enterprise service desk on messaging
- Works for teams that already buy through a sales rep
Look elsewhere if
- Skip it if you want a price, since plans are by quote
- Tight if you want analytics or generative AI, because those depend on entitlements agreed with a rep
- Pricey if you send WhatsApp or SMS campaigns, as proactive messages are billed at provider rates plus a 15% handling fee
- Watch out: the pricing page says LivePerson has been acquired by SoundHound AI
How we grade them
| 1.8GPAGenesys Cloud CXWeak | 1.8GPALivePersonWeak | |
|---|---|---|
| Value for money | D$75 a user a month for voice only, $115 once digital channels are added, at or above the category's dearest tenth of $110. | CNo price is published; plans are by quote only. |
| Free plan and trial | FNo free plan and no trial is listed, so you pay before you try it. | FNo free plan and no trial is listed, so you pay before you try it. |
| Features | BVoice and digital channels, routing, IVR, AI and virtual agents, quality and workforce tools. It covers the whole contact center job, though tiers decide what you get. | CMessaging channels, an agent workspace, a bot builder, knowledge AI and reporting. Analytics Studio and generative AI depend on entitlements agreed with sales. |
| Ease of use | CNo store rating on record. A contact center rollout to configure. | CNo store rating on record. An enterprise rollout, with bots and knowledge to set up. |
| Platforms and integrations | BWeb only, with WhatsApp, Messenger, Instagram, Apple Messages and the AppFoundry marketplace. | BWeb only, with Salesforce, Workato, Medallia, WhatsApp and the big bot platforms. |
| Best for | a cloud contact center platform | enterprise messaging and AI agents |
The GPA is the average of the five grades: an A is 4 points, an F is none. The full reasons are on each tool's page: Genesys Cloud CX and LivePerson. How we grade
Where they differ
- Genesys Cloud CX also covers workflow automation.
- LivePerson also covers AI support agent and business texting.
At a glance
| Genesys Cloud CX | LivePerson | |
|---|---|---|
| Pricing | Paid | Paid |
| Starts at | $75 per user / month, billed annually | Not published |
| Free plan | None | None |
| Free trial | None listed | None listed |
| Web | ||
| Made by | Genesys | LivePerson |
| Price read from | genesys.com | Not confirmed |
| Checked | Nov 13, 2026 | Nov 13, 2026 |
Worth knowing
Genesys Cloud CX
- Prices are for named licenses billed annually; concurrent and hourly-interacting licenses are also offered and priced separately on request.
- Many AI features need Experience Units: 250 named units per org per month are included, plus 30 per agent on CX 4.
- Digital channels and some analytics are add-ons on CX 1, and messaging add-ons vary by edition.
- The page says prices are subject to change, and usage-based charges may apply.
LivePerson
- No prices are published: Bronze, Silver and Gold are sold by quote only.
- Some features, such as Analytics Studio and generative AI tokens, depend on entitlements agreed with a sales representative.
- Proactive SMS and WhatsApp messages are billed at provider rates plus a 15% handling fee.
- The pricing page says LivePerson has been acquired by SoundHound AI.
Key features
Genesys Cloud CX
- Voice and digital channels
- Voice, email, web chat, SMS, WhatsApp, Facebook Messenger, Instagram and X direct messages, Apple Messages for Business and custom channels.
- Routing and IVR
- Call and omnichannel routing, speech-enabled IVR and predictive routing, with outbound campaigns on every edition.
- AI and virtual agents
- Virtual agents, native bots, Agent Copilot and Supervisor Copilot. Most AI features draw on Genesys Cloud Experience Units.
- Quality and workforce management
- Quality assurance and compliance from CX 2, plus forecasting, scheduling and employee performance from CX 3.
- Analytics and recording
- Analytics and reporting come in all editions, with voice and digital interaction recording on CX 1 and speech and text analytics.
- AppFoundry marketplace
- Genesys runs a marketplace of partner apps and integrations that extend the platform.
LivePerson
- Messaging channels
- The platform lists web, app, SMS, WhatsApp, Apple Messaging for Business, Messenger, Instagram, Google messaging, Line, Viber and WeChat among its channels.
- Agent workspace
- A multi-channel workspace for agents and supervisors, with cobrowse and secure forms, plus an embedded version for Salesforce.
- Conversation Builder
- A bot builder aimed at non-technical staff, for bots on messaging channels, post-conversation survey bots and voice-enabled bots.
- KnowledgeAI
- Pulls answers from knowledge bases, CRMs and content systems for both bots and human agents.
- Generative AI tools
- Copilot Summary, Copilot Assist and Copilot Rewrite help agents, and a hallucination-detection feature checks AI answers. Token entitlements come from sales.
- Reporting and analytics
- Report Center covers sentiment, intents, bots and voice analytics, and Analytics Studio analyzes speech and text conversations.
Plans
Genesys Cloud CX
Genesys Cloud CX 1$75
per user / month, billed annually
Voice contact centers: voice channel, call routing, speech IVR, outbound campaigns, recording and virtual agents. Named licenses.
Genesys Cloud CX 2$115
per user / month, billed annually
Adds digital channels, omnichannel routing, knowledge, quality assurance and compliance. Named licenses.
Genesys Cloud CX 3$155
per user / month, billed annually
Adds workforce management, forecasting and scheduling and employee performance. Named licenses.
Genesys Cloud CX 4$240
per user / month, billed annually
Adds journey management, with Agent Copilot features included and 30 Experience Units per named agent.
LivePerson
Pricing could not be confirmed. See liveperson.com.
Common questions
Which is cheaper, Genesys Cloud CX or LivePerson?
As of Nov 13, 2026, Genesys Cloud CX starts at $75 per user / month, billed annually, and LivePerson has no price we could confirm.
Which has a free plan, Genesys Cloud CX or LivePerson?
As of Nov 13, 2026, neither Genesys Cloud CX nor LivePerson has a free plan.
More comparisons
How this page was made
- The verdict at the top follows a fixed rule. When both tools are in the same category and either is in our top three for it, the verdict follows that ranking: the higher-placed tool is our pick. The top three weigh who each tool suits as well as its grades, so a pick can go against the GPA. Otherwise the page does not pick one and says which grades higher: the higher GPA first; on a tie, the one with a free plan, then the one that starts cheaper in dollars a month, counted the same way for both; if they are still level, what the choice depends on.
- The grades are our own, from each tool’s review or report card. The GPA is their average.
- Prices, plans and platforms come from each tool’s listing. The table above says where each price was read and when.
- The differences and the answers to the questions are worked out from those listings.