Genesys Cloud EX vs. Retently: Customer Experience Management Solution Comparison 2026

Overview: Genesys Cloud EX and Retently as Customer Experience Management Category solutions.

Genesys Cloud and Retently offer distinct strengths within customer experience management. Genesys Cloud excels in engagement and communications management with a focus on analytics and AI-powered features, appealing to large enterprises particularly in IT sectors. Retently specializes in feedback management and customer satisfaction metrics, with extensive support for social media analytics, making it a favorite among diverse industries including marketing and banking for all business sizes.

Genesys Cloud EX: Genesys-cloud offers a scalable modern cloud architecture for future-proof contact centers. Built on a solid foundation, it provides open platform capabilities.

Retently: Recently, B2B companies have been sending NPS, CSAT, and CES surveys to clients. Feedback is gathered, analyzed, and acted upon for improved customer experience management.

Genesys Cloud EX and Retently: Best activities based on customer satisfaction

Activities: Genesys Cloud EX vs Retently

Discover and compare top business activities, Q&A, and peer reviews for Genesys Cloud EX vs Retently to help find the right fit for your needs.

Genesys Cloud EX Retently

engagement management
engaging and following up
customer feedback management
contact list management
sales call management
measuring net promoter score
measuring customer satisfaction
social media analytics
social media management

Key Capabilities Supported

Genesys Cloud is designed for customer engagement management, supporting capabilities like engaging and following up, managing contact lists, and sales call management. read more →

Retently shines in customer feedback management, measuring net promoter score, and managing social media analytics, catering to businesses focused on detailed customer insights. read more →

Business Goals

Genesys Cloud aids businesses in acquiring customers, boosting revenue, and entering new markets, aligning with organizations looking for growth and practice scaling. read more →

Retently focuses on enhancing customer relationships and acquiring new customers, also assisting in building brand awareness for companies aiming to refine customer touchpoints. read more →

Core Features

Key features of Genesys Cloud include AI-powered tools, integration capabilities, and advanced analytics, addressing needs for comprehensive data management and reporting. read more →

Retently offers custom reports and strong integration features, with a focus on analytics, providing deep insights into customer sentiment and satisfaction. read more →

Vendor Support

Genesys Cloud provides robust vendor support with 24/7 availability, chat, email, and phone support, reflecting its commitment to high-touch service for enterprise-level clients. read more →

Retently offers limited but continuous support, focusing on 24/7 availability, catering to businesses that require constant access regardless of the scale of operations. read more →

Segments and Industries

Genesys Cloud is predominantly used by large enterprises in IT and software, indicating its tailored design for complex technology environments. read more →

Retently appeals to a broader range, serving enterprises across IT, marketing, and banking, reflecting its adaptability to various industry requirements. read more →

Operational Alignment

Genesys Cloud fits well within large-scale operations with its comprehensive communication management, suiting businesses that require detailed engagement processes. read more →

Retently aligns with businesses of all sizes, especially those keen on harnessing feedback and social analytics to refine operational strategies. read more →

Applying your context and needs changes the comparison

Most deployed common Use Cases for Genesys Cloud EX and Retently

How does Genesys Cloud EX and Retently address your Engagement Management Challenges?

Genesys Cloud focuses on managing multiple communication channels for customer engagement, while Retently specializes in customer feedback and Net Promoter Score (NPS) campaigns. Genesys Cloud provides a comprehensive platform for managing customer interactions across various channels, while Retently offers tools for gathering and analyzing customer feedback. Genesys Cloud is a broader platform, encompassing a wider range of customer engagement features, while Retently is a more specialized solution focused on customer feedback and NPS management.

"...We knew that Genesys was already one step ahead of other vendors for digital engagement SMS, email and chat...." Peer review by Martin Marois, Senior Manager, IT for Contact Center Technologies, Vidéotron

"...Automatically follow-up or send reminder surveys to the ones who did not provide feedback. ..." Customer satisfaction surveys triggered by Zendesk

What Are the key features of Genesys Cloud EX and Retently for Customer Feedback Management?

Genesys Cloud and Retently both aim to enhance customer satisfaction. Genesys Cloud offers a range of features for managing customer feedback, including SMS communication, surveys, and agent routing, while Retently focuses on Net Promoter Score (NPS) surveys and feedback collection. Genesys Cloud provides a broader scope of features for customer feedback management, while Retently specializes in NPS surveys and offers a simpler setup and implementation process. A limitation of both tools is that they may not provide comprehensive customer feedback analysis or advanced reporting capabilities.

"...The Genesys platform makes a great contribution to improving customer satisfaction while our efficiency and agent management benefit, too...." Peer review by Özge M. Tekalp, Head of Contact Centers, Türk Ekonomi Bankası

"...Retently helps to measure and enhance customer loyalty and satisfaction through feedback gathering and Net Promoter Score (NPS) surveys...." Peer review from Featured Customers

Genesys Cloud EX in Action: Unique Use Cases

What benefits does Genesys Cloud EX offer for Contact List Management?

How can Genesys Cloud EX enhance your Collaboration process?

Retently in Action: Unique Use Cases

Why is Retently the best choice for Communication Management?

What Are the key features of Retently for Workflow Management?

Integrations

Ecosystem partners each product commonly connects with.

Retently

Ontraport Marketing Automation

News

Latest Genesys Cloud EX news

Genesys Chief Product Officer Olivier Jouve to Retire and Join Board of ...

Genesys announced the retirement of Chief Product Officer Olivier Jouve, who will join the Board of Managers. Glenn Nethercutt is promoted to Executive Vice President and CTO, while Mike Szilagyi becomes General Manager, SVP, Head of Product. These changes are part of a planned leadership transition to advance Genesys' AI strategy.

14/06/2026 - source