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While Genesys offers a tremendous product it may not be the right fit for every enterprise. Genesys provides a robust call center solution filled with outstanding features and customizable tools, but it comes at a higher price point. Organizations that need fewer options or simply want a lower cost may want to look at other solutions. Here are some of the best ones currently available on the market.

 

Here Are the Best Genesys Alternatives

 

Five9

Five9 contact center

Five9 prides itself on a 99.999% uptime guarantee — hence the name Five9. Outlined in the company’s service level agreement, this uptime promise serves as a great selling point for customers that want reliability.

With its contact center solution, Five9 tries to put a massive amount of data at the fingertips of agents. This allows them to provide the best possible service. Benefits includes:

  • Ability to immediately route calls to the right spot
  • Optimal integration with your existing data store
  • Improvement in customer interaction and possibility of positive results on the first call

 

Five9 Features

  • Call Recording
  • Skills-based routing
  • Priority routing
  • Time-of-day routing
  • Voicemail routing
  • IVR scheduling
  • IVR speech recognition

 

Five 9 Integrations

  • Salesforce
  • Netsuite
  • Oracle
  • Microsoft 365
  • Zendesk
  • Zoho
  • Zoom
  • ServiceNow
  • ValidSoft
  • Tethr
  • Streem
  • Fuze

 

Five9 Pricing & Plans

Five9 offers tier-based pricing based on the number of users as well as specific products and features. While the company does not promote its pricing plans, our research shows that the company’s call center plans start at $100 per agent per month and can go up to $175 per agent per month. If interested in Five9 reach out for a custom price quote.

 

Five9 Pros & Cons

Pros Cons
Outstanding user training and customer support Unclear pricing structure that makes the decision process more difficult
Intuitive and easy to use with agent productivity in mind Customers sometimes complain of on-screen notifications that interrupt workflow during peak hours
Strong history of uptime

 

Talkdesk

Talkdesk focuses on simplicity, offering businesses a straightforward system that is easy to install, manage and use. The company was founded in 2011 and launched its product offering in 2012. It was originally spawned out of a Twilio contest that leveraged that platform’s API.

Talkdesk now supports more than 1,000 customers around the world. The contact center offerings provide plenty of functionality but can still be quickly and easily deployed even without existing hardware. The focus is to provide contact center managers with the ability to make data-driven decisions while empowering agents to have personalized, positive conversations with customers.

 

Talkdesk Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Escalation Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Manual Dialer

 

Talkdesk Integrations

  • Keap
  • Pipedrive
  • Userlike
  • Salesforce
  • OnePageCRM
  • Freshdesk
  • Zendesk

 

Talkdesk Pricing & Plans

Talkdesk does not publish its prices, however the company states that plans start as low as $65 per agent per month. Here are some of the details about each available plan.

  • Professional Plan. A fully-featured solution for small and mid-sized contact centers, this offering provides access to a deep Salesforce integration and real-time dashboards.
  • Professional Plus Plan. Adds on to the 60+ features available with the Professional Plan, adding a mobile agent for Google Android and Apple iOS, among other tools.
  • Enterprise Plan. With the Enterprise plan, studio functions are added that include a low-code editor for editing your call routing for a more streamlined experience for callers.

 

Talkdesk Pros & Cons

Pros Cons
Simple design makes it easy for agents to focus on customer experience Limited omnichannel functionality
Strong user interface that makes task like managing and transferring calls painless Customers sometimes are not aware of the full array of features available at each price point
Collects robust customer call data

 

Dialpad

Dialpad Contact Center

Dialpad provides cloud-based customer support and contact center software. This platform works as an inbound call center with robust features. Dialpad offers customer support teams all of the conventional technologies used in contact sutures, such as phone call transfer, wait times, custom hold queue options, and additional advanced features.

Dialpad leverages artificial intelligence and natural language processing to improve the performance of agents. For example, agents get keyword-based recommendations that can help them respond to customer inquiries. Supervisors can also leverage feature-packed dashboards that allow them to intervene in calls when necessary.

 

Dialpad Features

  • Phone, Messaging, Video
  • App Integration
  • Unlimited Calls
  • International Calls
  • Call Routing
  • Desk Phone Integration
  • Voicemail

 

Dialpad Integrations

  • Salesforce
  • Zendesk
  • Slack
  • Hubspot
  • Zapier
  • G Suite
  • Office 365

 

Dialpad Pricing & Plans

Dialpad offers two pricing options for its contact center option.

  • The Pro plan is aimed at smaller organizations and requires a minimum of just three seats. It allows for unlimited SMS and MMS, along with help desk integrations and around-the-clock support.
  • The Enterprise plan has a 100-license minimum and adds customer business rules, a 100% uptime SLA, custom dashboards and 24/7 phone support. Dialpad provides prices for both only by request.

 

Dialpad Pros & Cons

Pros Cons
Simple design makes it easy for agents to focus on customer experience Limited omnichannel functionality
AI-powered solution that provides agents with guidance during calls based on specific keywords Company does not communicate clearly what features come with what plans
Collects robust customer call data

 

Twilio

Twilio Contact Center

Twilio provides an all-in-one omnichannel solution for call centers that brings multiple communications channels including social media, SMS, WhatsApp and email together to ease agent work.

Known as Twilio Flex, the company’s contact center solution powers the work of more than 500,000 agents. It gives users complete control over their contact center interaction data, providing a real-time stream of all agent interactions. That allows supervisors to catch any negative feedback as it happens and intervene when needed.

 

Twilio Features

  • 2-Way Messaging
  • Access Controls/Permissions
  • Chat/Messaging
  • Contact Management
  • Manual Dialer
  • Reporting/Analytics

 

Twilio Integrations

  • Microsoft Dynamics 365
  • ServiceNow
  • Zendesk
  • Bullhorn
  • NetSuite
  • SAP
  • SugarCRM
  • NICE CXexchange

 

Twilio Pricing & Plans

Twilio costs $1 per user per hour, making it one of the simplest payment plans on the marketplace. While that payment may look low, though, those hours can quickly add up. Some companies that expect higher usage rates can go to a $150 per agent per month catch-all plan.

 

Twilio Pros & Cons

Pros Cons
Easily integrates with other platforms and CRM systems Poorly-reviewed mobile application
Excellent security Some customers find the pricing structure confusing
Robust omnichannel marketing functionality

 

NICE CXone

Nice CXone Contact Center

NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. NICE inContact offers an impressive number of features in one package that would normally require multiple alternative vendors to fully recreate.

The platforms combines best-in-class omnichannel routing, analytics, workforce optimization and artificial intelligence in an open platform. It aims to empower organizations to provide customer service that is quicker and exceeds expectations.

 

NICE CXOne Features

  • ACD
  • IVR
  • Proactive Outbound
  • Interaction Channels
  • Workforce Intelligence
  • Omnichannel Analytics
  • CRM Integrations

 

NICE CXone Integrations

  • Salesforce
  • Microsoft Teams
  • Zoom
  • Fuse
  • ServiceNow

 

NICE CXone Pricing & Plans

NICE CXOne does not publicly advertise its prices, but our research shows that its core package starts between $90 and $100 per month per user. The company’s core package includes:

  • User license and access to system login
  • Live reporting dashboard
  • Basic historical reporting and analytics
  • 5 GB of call recording space per license
  • Call scripting
  • IVR
  • Three voice queuing ports per agent

 

Pros Cons
Provides deep visibility into workforce tasks to help agents stay on task No free trial
Robust interface that streamlines call center operations Limited settings, making it not a popular choice for organizations that want to customize their system
Strong user metrics

 

Aircall

Aircall Contact Center

Aircall’s call center software solution is focused on simplicity, offering customers a straightforward system that is easy to use. That’s not to say Aircall does not have robust features, because it does, but it focuses on intuitiveness over complexity.

Aircall integrates with more than 80 different platforms, including Zendesk and Salesforce. These integrations make it a popular choice for businesses with a global reach, but the platform’s selling point is its simple and intuitive setup and user interface.

 

Aircall Features

  • Real-time notifications
  • Parallel calls
  • Queue callback
  • Call recording
  • Unlimited concurrent calls
  • Time-based routing
  • Pause-Resume recording

 

Aircall Integrations

  • HubSpot
  • Monday.com
  • Salesforce
  • Freshdesk
  • Fire Tiger
  • Microsoft Teams
  • Zoho

 

Aircall Pricing & Plans

Aircall offers two primary call center plans.

  • The Essentials plan costs $30 per user per month if billed annually and includes standard call center features, unlimited inbound calls, multiple integrations, smart queuing and phone support.
  • The Profession plan costs $50 per user per month if billed annually and includes all the Essentials features along with Power Dialer, advanced analytics, live call monitoring, unlimited concurrent calls, a dedicated account manager and premium support.

Aircall also offers a customizable plan where customers can choose the features they can use. This includes everything included in the professional plan, along with the ability to add unlimited outbound calls, custom analytics, custom onboarding and access to API developer support.

 

Aircall Pros & Cons

Pros Cons
Economical options that may be attractive to smaller businesses No free trial
Intuitive design focused on ease of use Larger enterprises may want a system with more features built for their specific needs
Customers can typically set up the system without the need for outside support

 

Freshdesk

Freshdesk Contact Center

Freshdesk leverages automation tools and even a gamification system to create a more streamlined and efficient contact center solution. These tools help keep agents focused and improve overall contact center efficiency.

Freshdesk offers a simple, yet reliable cloud-based contact center solution. It features phone numbers in more than 90 countries and lets customers set up their contact center with zero phone hardware. It also integrates with several CRM and helpdesk tools, allowing sales and support teams to work in concert.

Freshdesk Features

  • Reporting/Analytics
  • API
  • Third Party Integrations
  • Reporting & Statistics
  • Alerts / Escalation
  • Activity Dashboard
  • Alerts/Notifications
  • Knowledge Base Management

 

Freshdesk Integrations

  • Hubspot
  • Zoho
  • Zapier
  • Pipedrive
  • Nimble
  • Freshsales

 

Freshdesk Pricing & Plans

Freshdesk offers three primary plans:

  • The Basic plan costs $15 per user per month when billed annually and includes up to 2,000 incoming call minutes per month.
  • The Growth plan costs $39 per user per month with up to 3,000 minutes.
  • Enterprise plan costs $69 per user per month and offers 5,000 incoming minutes per month.

 

Freshdesk Pros & Cons

Pros Cons
Free tier allows businesses to test before they purchase Reporting tools lack a strong middle option
Leverages gamification technologies to increase agent engagement Some key features only available at the highest priced tiers
Additional features focused on improving employee efficiency

 

8×8

8x8 contact center

8×8’s cloud-based contact center solution is in use by more than 40,000 organizations. It’s popularity comes from the ease in which it can be set up and integrated with existing CRM systems.

This contact center solution aims to help boost agent and employee engagement for effective customer service. Its tool is especially helpful for work-from-home-agents with a unified toolset that eliminates app confusion. 8×8’s contact center solution also provides supervisory tools to allow managers to provide timely feedback and intelligent coaching.

 

8×8 Features

  • Unlimited calling on all plans
  • Paging
  • Public and private chat rooms
  • Conference bridges
  • Virtual Office recording

 

8×8 Integrations

  • Salesforce
  • HubSpot
  • Pipedrive
  • SugarCRM
  • Zoho

 

8×8 Plans & Pricing

8×8’s X6 plan costs $95 per agent per month if bill annually and includes skill-based routing, IVR, call recording, reporting analytics, and CX journey map. The next tier, X7, costs $105 per agent and includes additional social media, chat, email and SMS functionality. Finally, the X8 plan comes in at $133 per user per month and adds quality management, speech analytics and screen recording capabilities.

 

8×8 Pros & Cons

 

Pros Cons
Compliant with all privacy standards including GDPR and HIPAA 24/7 support only available at higher tiers
Most plans feature unlimited international calling Videoconferencing limited to 100 users
Affordable base-level plan with compared to other options

 

Nextiva

Nextiva Contact Center

Nextiva has established itself as a strong platform for large enterprises thanks to a system that emphasizes high call volumes. The system leverages automation to ensure that only calls that need human interaction reach a live agent.

 

Nextiva Features

  • Call forwarding
  • Customizable hold music
  • Call management
  • Call log reports
  • Certain number of free toll-free minutes each month

 

Nextiva Integrations

  • Zoho
  • Salesforce
  • HubSpot
  • Zendesk

 

Nextiva Pricing & Plans

Nextiva does not openly advertise its contact center solution pricing. The company does offer four plans: Core, Premium, Optimum and Ultimate. Let’s look at what is in each:

  • Core: blended inbound and outbound tools, geo redundancy, call recording, Nextiva Business Phone Service integration
  • Premium: Everything included in Core plus chat, email, SMS and essential quality management.
  • Optimum: Everything included in Premium plus proactive notifications and enterprise workforce management.
  • Ultimate: Everything included in Optimum plus interactions analytics, graphical no-code workflows and entire workflow automation management.

 

Nextiva Pros & Cons

Pros Cons
Part of the larger Nextiva platform that includes multiple additional services Some users complain of inconsistent call quality
Strong analytics Small businesses may struggle to afford even lower tiers
Popular service for large enterprises needing high functionality

 

RingCentral

RingCentral Contact Center

Founded in 1999, RingCentral serves more than 350,000 businesses around the world with its variety of services. Its contact center platform is one of the most used in the industry for both small businesses and large enterprises.

RingCentral’s call center software solution includes omnichannel customer support with voice, social, SMS, email and chat support. The platform routes inbound calls to the proper department along with valuable customer information. This allows agents to provide timely and efficient support.

 

RingCentral Features

  • Activity Dashboard
  • Activity Tracking
  • Calendar Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Reporting & Statistics
  • Reporting/Analytics

 

RingCentral Integrations

  • Box
  • Zendesk
  • Hubspot
  • Okta
  • Slack
  • Google
  • Microsoft
  • Salesforce

 

RingCentral Pricing & Plans

RingCental offers four separate plans: Essentials, Standard, Premium and Ultimate. Essentials offers ACD, IVR with three ports and 5 GB active recording storage. Standard provides everything in Essentials plus digital channels and AVR. Premium provides everything in Standards along with quality management and screen reporting. Ultimate provides everything in Premium along with workforce and performance management tools.

 

RingCentral Pros & Cons

Pros Cons
Unlimited number of users based on the plan you select Essentials plan offers limited functionality compared to other base offerings
Fluid solution aimed at supporting remote and on-site workers No video conferencing capabilities
Secure PBX services in more than 40 countries

 

Which Genesys Alternative is the Best for Your Business?

The Genesys call center solution is one of the best in the business, but targets itself more towards large enterprises. While it may be an ideal solution for bigger companies, small and medium-sized businesses may find themselves overpaying for services they do not regularly use. With so many well-reviewed call center options available, think about the specific needs of your organization and find the tool that best aligns with current and future needs.