Genesys Cloud CX offers voice-only, digital-only, and omnichannel contact center software with routing tools and customer self-service. However, the platform lacks some advanced features, analytics, and communication channels that other contact centers provide.
To find a better alternative, we tried lots of other CCaaS software solutions. Here are our top picks for the best Genesys alternative.
Best Genesys Alternatives
- Five9 - Best for workforce management
- Nextiva - Best for customer journey orchestration
- Talkdesk - Most customizable agent workspace
- NICE CXone - Best for IVA and chatbots
- Freshdesk - Best ticketing platform
- Aircall - Best value for call center
- 8x8 - Best for team collaboration
- RingCentral - Best for AI features
Genesys Alternatives At-A-Glance
| Provider | Pricing | Key Features | Best For |
| Five9 | 5 plans starting at $119 per user/mo. |
|
SMBs that are looking for a CCaaS platform that includes WFM tools such as scheduling, shift bidding, and gamification |
| Nextiva | 3 plans ranging from $129-$199 per user/mo. |
|
Sales teams and service providers looking to improve the customer experience |
| Talkdesk | 4 plans ranging from $85-$145 per user/mo. |
|
Healthcare and financial sector businesses that need a custom solution |
| NICE CXone | 4 plans ranging from $71-$249 per user/mo. |
|
SMBs looking to implement self-service solutions for customers |
| Freshdesk | 1 free plan and 3 paid plans ranging from $15-$79 per user/mo. |
|
Companies that don’t need or already have a phone system but want a full service ticketing soltion |
| Aircall | 3 plans ranging from $30-$50 and up per user/mo. |
|
SMBs looking for an affordable contact center solution |
| 8x8 | 4 plans all quote based |
|
Global companies that need advanced communication and collaboration features |
| RingCentral | 2 contact center plans starting at $65 per user/mo. |
|
Enterprises that need a high level of security and advanced analytics |
Why Seek A Genesys Alternative?
Genesys offers a robust CCaaS platform, but it is not a perfect solution for every business. Here are some reasons to look at the alternatives:
- Pricing: Genesys prices are about average when compared to other CCaaS providers and there are more affordable solutions such as Aircall and Freshdesk
- Advanced analytics: Genesys offers real-time and historical analytics, but advanced analytics such as journey analytics and custom reporting and data visualizations are only offered as add-ons
- Security: Genesys does not include advanced security features like end-to-end encryption and multi-factor authentication while competitors such as RingCentral do
- Video conferencing: Genesys does not offer video conferencing software while many competitors such as Nextiva do
- Auto Dialing: Genesys’ Cloud dialer only offers three modes: preview, predictive, and manual, while alternatives like Five9 also include progressive and power dialing
How We Evaluated These Alternatives
- Pricing and Plans: We looked at what features were included with the different pricing plans of each provider to determine overall value
- Integrations: We researched how many pre-built integrations each platform offered as well as the depth of those integrations
- Security: We looked into the security features of each solution such as data encryption, compliance certificates, authentication, etc.
- Reliability: We researched the reliability of each platform by looking for outage information, points of presence, redundancy, uptime SLA, etc.
- Advanced Features: We tested the advanced features of each provider such as AI-powered Agent Assist, automated summaries, AI-enabled insights, etc.
- Communication Channels: We looked at what communication channels were supported by each platform and whether there was a unified agent interface
- Ease of Use: We tested how user friendly each solution was including the mobile app, and whether call flows and automations could be built without code
- Customer Support: We researched the customer support hours, what channels were available, and whether priority support packages were available
1. Five9 - Best for Workforce Management
Five9 offers call center, digital-only, and omnichannel contact center software with email, live chat, SMS, video, and social media messaging. Like Genesys, Five9 offers a strong suite of AI features, including AI-generated summaries and live-agent assistance. While both Genesys' AI CoPilot and Five9's Agent Assist leverage AI, ML, and NLP to provide next best action items and suggestions, Five9's interface is more sophisticated and user friendly than Genesys with real-time "guidance cards" that offer checklists, recommended actions, and automated reminders and tips.
Five9 plans also include a full workflow automations engine with a drag-and-drop designer to customize IVR and virtual agent flows and route tasks. Five9 and Genesys both offer workforce management tools like scheduling, forecasting, and leaderboards, but Five9 has more gamification features than Genesys, including built-in games and challenges, simulated games, and customizable avatars.
Five9 is a Good Genesys Alternative if You Need:
- Speech recognition IVR: An add-on product that enables speech recognition functionality in IVR systems for inbound and blended contact centers
- SMS: Five9’s SMS feature allows users to filter and intelligently route SMS messages to the best possible agent and track progress from the first message through resolution
- Agent assistance: Five9’s agent assist transcribes calls in real-time and provides recommended responses and actions
- AI call summaries: Five9 AI provides a summary of each call, to help agents remember key details and help supervisors monitor each call
- Workforce management dashboards: These dashboards and wallboards provide insight into contact center performance with reporting from all channels company-wide in real-time
Pros and Cons
- AI-rich: With call transcriptions, agent assistance, call summaries, insights, and an AI-building studio for custom apps, Five9 is one of the most AI-rich platforms on our list
- Strong workflows: Build multi-lingual self-service tools like IVR menus and virtual agents. IVAs are intelligent and can determine customer intent from keywords.
- Smart routing: Route tasks from voice, email, all messaging channels, and live chat on mobile and web
- Expensive: Five9 is hands down the most expensive platform on our list. Even the most basic plan costs as much as some alternatives’ high-tier plan.
- Overwhelming: The AI studio and workflow builder have a steep learning curve for new users
Pricing
Five9 offers five plans starting at $119 monthly per user, with an annual commitment. Choose from voice-only, digital-only, and omnichannel setup options.
To learn more, see our Five9 pricing guide.
2. Nextiva - Best for Customer Journey Orchestration
Nextiva’s Customer Experience Suite offers a single-channel or omnichannel contact center with AI features, self-service bots, and customizable workflows. Each plan includes an auto dialer, list and campaign management features, and a built-in CRM system for comprehensive customer profiles. While Genesys offers hundreds of prebuilt CRM integrations, it does not have a native CRM platform like Nextiva.
Like Genesys, Nextiva allows users to design drag-and-drop workflows for routing, create dynamic scripts that adapt to agents’ needs, create live chat and chatbots, and analyze customer conversations for quality monitoring and advanced customer experience analytics. Unlike Genesys, Nextiva also offers a secure payment assist feature.
Nextiva is a Good Genesys Alternative if You Need:
- Workflow automation suite: Nextiva’s workflow automation suite features automated workflows, real-time visualizations and pre-built integrations
- Auto dialers: Each plan includes multiple types of auto dialers– including quarterback and progressive which Genesys does not offer–to make outbound sales routines more efficient
- Chatbots and IVR: Nextiva offers conversational AI and drag-and-drop flow designers to customize routing and scripts for self-service tools
- Rich services: Chatbots and live agents can facilitate rich services like secure payments, reservations, appointment booking, and updating account information
- Agent monitoring: Customer experience analytics, screen sharing, digital supervision, and quality management all help supervisors keep tabs on agents
Pros and Cons
- Easy workflow setup: The chatbots, IVR menu, and task-assignment workflows are exceptionally easy to set up with the drag-and-drop tool
- Robust basic-tier plans: Nextiva offers the most feature-rich basic plans of any provider on our list. The low-tier plans include auto-dialers, built-in CRM profiles, the full workflow design engine, agent scripting, and bots
- Capable bots: With payment processing, appointment scheduling, and information updating, Nextiva chatbots are more capable than many alternative platforms–including Genesys
- Expensive single-channel plans: Perhaps because they have so many features, Nextiva’s basic plans are about 25% more expensive than those of alternatives
- Lack of analytics: Nextiva does not include any out-of-the-box analytics–even CRM integrations are an add-on for an extra fee
Pricing
Nextiva offers three Customer Experience Suite plans, ranging from $129 to $199 monthly per user. Choose between voice-only, digital-only, or omnichannel options.
For more information, check out our Nextiva pricing guide.
3. Talkdesk - Most Customizable Agent Workspace
Talkdesk is a low-cost contact center solution that helps businesses manage customer interactions across multiple channels like voice, email, chat, and social media. Talkdesk pricing is very similar to Genesys, and the platform includes the same basic features on all plans such as automatic call distribution, interactive voice response (IVR), and analytics. Talkdesk offers workforce management as an optional add-on to the CX Cloud Elite plan, while Genesys includes workforce management in its CX3 plan, and offers it as a paid add-on for the CX1 and CX2 plans.
Like Genesys, Talkdesk users build custom reporting dashboards, engage customers from a mobile app, and gain customer feedback through custom multichannel surveys. Talkdesk does not have as many prebuilt integrations as Genesys, but its flexible platform lets you build custom integrations with many external systems and no code.
Talkdesk is a Good Genesys Alternative if You Need:
- Agent assistance: Talkdesk’s agent assist feature uses AI and machine learning to provide reps with action recommendations and suggested responses
- Mobile app: The mobile app enables agents to connect to the contact center and handle both inbound and outbound calls from anywhere in the world. The app is for iOS and Android and is included in the CX Cloud Elevate plan and above.
- Screen recording: Talkdesk’s screen recording feature captures agent desktop activity during calls, for supervisors to review
- Automated SMS notifications: This Talkdesk feature allows users to send automatic, event-triggered SMS notifications to customers
- Custom agent workspace: The Talkdesk Workspace Designer offers a low- and no-code builder to customize the agent’s workspace–including the panels for channels, integrations, and customer information
Pros and Cons
- Low-code customizability: Talkdesk lets you customize the agent workspace, routing, virtual agents, IVR, and integrations–all with minimal or no code
- Choice in features: The high-tier CX Cloud Elite plan lets you pick between workforce management, customer experience analytics, agent assistance, and proactive engagement, which could save money for companies that don’t need all of them
- Surveys: Create and automate outbound customer surveys across all communication channels, providing a unique way to elicit feedback
- Lack of some advanced features: The CX Cloud Elite plan makes you choose between agent assistance, WFM, and CX analytics–limiting the diversity of features
- Shallow analytics: Talkdesk’s analytics don’t offer the same depth as alternatives regarding Voice of the Customer (VoC) or customer experience
- Few AI Features: Talkdesk offers fewer AI-based features than many alternatives. No call transcription or post-call summaries.
Pricing
Talkdesk offers four pricing plans that range from $85 to $145 monthly per user with an annual commitment. The provider offers digital-only, voice-only, and omnichannel plans.
For more information, see our Talkdesk pricing review.
4. NICE CXone - Best for IVA and Chatbots
NICE CXone is a contact center software unifying voice, email, SMS, social media messaging, and live chat through your website or mobile app. Offer customer self-service with IVR and virtual agents, record voice and agent screens, and create custom analytics dashboards on all plans.
NICE is more affordable than Genesys, yet still offers many of the same features such as quality management workflows, custom self-evaluation forms, automated routing and task distribution, and rich evaluation tools. Like Genesys, NICE CXone uses AI to automate scheduling, track agent adherence, and provide intelligent Voice of the Customer (VoC) analytics.
NICE CXone's most affordable plan is a digital only package that supports 30+ channels on a unified interface, while Genesys' most affordable plan is voice only. NICE CXone is therefore a better option for small companies on a budget that don't require voice capabilities.
NICE CXone is a Good Genesys Alternative if You Need:
- Conversational AI bots: CXone offers no-code chat and voice bots that route calls and provide routine self-service requests such as password resets, balance transfers, status updates, and scheduling.
- Multichannel service: NICE CXone offers over 30 communication channels including voice, SMS, MMS, web chat, Twitter, and Youtube
- Quality management: CXone Core and Complete plan users have access to quality management dashboards that track and display key performance indicators like average handle time and customer sentiment
- Workforce management: CXone workforce management (WFM) uses AI to forecast staffing needs and set agent schedules based on preset rules
- Customer feedback: NICE CXone integrates Voice of the Customer is part of all interactions, including IVR and IVA flows. VoC analyzes keywords and behavior patterns to extract insights about customer sentiment and reasons for contact.
Pros and Cons
- Plenty of AI options: CXone uses AI for several features–live-agent assistance, supervisor decision-making, and customer self-service
- Coaching and supervision tools: Supervisors can monitor agent performance with rich evaluation form design, AI-generated feedback, and screen and call recording
- Sentiment analytics: NICE CXone offers deep insights about customer sentiment, including the reasons that customers contact your call center
- Best features are add-ons: Most of my favorite CXone features–like agent assistance and AI-based supervisor support–are add-ons that cost extra
- Expensive digital plans: While NICE offers a cost-effective voice-only plan, the digital-only contact center costs more than most other competitors
Pricing
NICE CXone offers seven contact center plans, ranging from $71 to $249 monthly per user. They have digital-only, voice-only, and omnichannel plans.
Read our NICE CXone pricing guide for more information.
5. Freshdesk - Best Ticketing Platform
Freshdesk is a ticketing platform that offers customer service and contact center functionality with integrated ticketing across social media and email. Unlike Genesys, Freshdesk does not include a phone system, SMS, or live chat, but the platform integrates with providers that do offer these features, such as through APIs or a monthly subscription.
Freshdesk unifies your channels in a cohesive user dashboard and, unlike Genesys, Freshdesk provides advanced ticketing tools like ticket tagging and status, and custom routing styles. Freshdesk users can provide customer self-service through a knowledge base, and community forum, while Genesys does not offer these tools. Both Freshdesk and Genesys allow for journey orchestration with automations and bots, but Genesys offers chatbots and voicebots, and Freshdesk only offers chat bots. On the other hand, Freshdesk is significantly cheaper than Genesys.
Freshdesk is a Good Genesys Alternative if You Need:
- Omnichannel ticketing: Freshdesk organizes customer queries into tickets across multiple channels–voice, SMS, email, social media, and live chat
- Custom routing: Choose from round-robin routing, a custom list, or skills-based routing for omnichannel tasks
- Team collaboration: Freshdesk supports team chat and availability status
- Customer journey orchestration: Use the drag-and-drop automation designer to create bots and surveys for customer self-service
- Knowledge base: Write and organize articles to build a customer-facing knowledge base that offers further self-service
Pros and Cons
- Forum and knowledge base: Freshdesk lets you host a forum for customers and build a knowledge base–two features that no other providers offer from our list
- Ticketing and routing: Freshdesk is the only ticketing-focused platform on our list, enabling your team to organize and route omnichannel tasks with customized automations
- Customer feedback: Freshdesk offers strong trend analysis, many KPIs, and allows you to elicit customer feedback through surveys and forms
- No built-in phone system: Freshdesk does not include a phone system, as Genesys and other alternatives do. However, it integrates with most VoIP and telephony providers.
- Learning curve: New users may need several weeks to get the hang of Freshdesk’s dashboard, analytics, routing features, and automations
Pricing
Freshdesk offers four ticketing platform plans, which range from free to $79 monthly per user. These plans do not include a phone system, SMS, or live chat–but they do unify your channels through other providers–including email and social media.
Check out our Freshdesk review for more information.
6. Aircall - Best Value for Call Center
Aircall is a voice-focused call center and team collaboration software that unifies VoIP calling and SMS texting into an agent dashboard. The platform includes customer-support features like call queueing with automated callbacks, custom call routing with flexible call distribution rules, and ring groups.
Aircall is less expensive than Genesys, but it is a more basic solution. As with Genesys, Aircall teammates can collaborate by assigning and tagging calls, commenting on calls and messages, and sharing contacts. Supervisors can monitor calls, drop in with whisper and barge functionality, and track queue and agent activity with analytics.
Aircall is a Good Genesys Alternative If You Need:
- Task assignment: Agents can tie up loose ends and document key details by providing quick tagging, assigning, and commenting on calls and messages, to organize task assignment
- Call monitoring: Aircall’s call monitoring features enable managers to correct agent mistakes and improve calls in real-time. Users can select calls to monitor from a live feed and choose to listen to the call or whisper directions to the agent.
- Call queueing: Create hold queues that organize inbound calls, with automated callbacks that allow customers to hand up and receive a call later
- Intelligent routing: Create multi-level IVRs and route calls according to CRM info like the customer’s region, language spoken, or recent contacts
- AI features: Aircall AI provides live call and voicemail transcription, with the option for an add-on that generates call summaries, key topics, and analytics like talk-to-listen ratios
Pros and Cons
- Customer-support tools: Aircall enables better customer service through intelligent routing and queueing features like ring groups, multi-level IVR, and callbacks
- Sales features: Aircall improves outbound sales efforts through outbound auto-dialers and unlimited simultaneous outbound calls
- Cost-effective: Aircall’s pricing plans are cheaper than virtually any other contact center platform on our list, including Genesys
- Lacks some CCaaS features: Aircall feels like a blend between a contact center and unified communications platform. It lacks some of the advanced features the alternatives have, like workforce management and quality management
- Few communication channels: Aircall focuses on telephony only–voice and SMS text. Companies wanting live chat, social media, and video should choose an alternative.
Pricing
Aircall offers three pricing plans, which range from $30 to $50 monthly per user, with an annual commitment. The provider offers a 7-day free trial.
To learn more, read our Aircall pricing guide.
7. 8x8 - Best for Team Collaboration
8x8 offers contact center software with SMS, live chat, social media messaging, email, and voice calling. The platform includes built-in team collaboration features like 500-participant video meetings and internal chat messaging while Genesys does not offer video conferencing at all. On the other hand, 8x8 is pricier than Genesys and less transparent with its pricing.
8x8 users monitor calls with whisper and barge, use the drag-and-drop designer to make intelligent IVR menus and IVA self-service, and create call queues with automated callbacks. Like Genesys, 8x8 allows users to design post-call surveys across channels.
8x8 is a Good Genesys Alternative if You Need:
- Video conferencing: 8x8’s HD video platform allows up to 500 participants with screen sharing, virtual background, audio/video/desktop recording, audio sharing and live streaming via YouTube
- Team chat: 8x8’s unified team chat space enables users to chat instantly and easily access conversations. Users are automatically added from the company directory and team members can quickly launch audio or video calls from a chat thread.
- Advanced analytics: 8x8 contact center analytics combine customizable reporting with AI-powered intelligence and speech analytics to provide deep insights
- Omnichannel routing: 8x8’s omnichannel routing feature includes an intuitive user interface that handles all interactions with a customer under a single pane of glass
- Advanced queueing: Build call queues with automatic web callbacks
Pros and Cons
- Supervisor support: 8x8 offers strong supervisor support tools with advanced analytics, call monitoring, and a supervisor portal
- Team collaboration: With team chat and large-capacity video meetings, 8x8 has the best native team collaboration features of any provider on our list
- Surveys: 8x8 is one of the few Genesys alternatives that lets you design and automate post-call surveys across channels
- Lacks WFM and QM features: 8x8 does not include workforce management and quality management features that Genesys has, such as automated scheduling and coaching assistance tools
- Best features are add-ons: Some of our favorite 8x8 features like auto-dialers and live-speech analytics, are paid add-ons that will increase the price
Pricing
8x8 does not publicize pricing information for their CCaaS product, but the provider offers 2 contact center plans and an API solution.
Read our 8x8 pricing review to learn more.
8. RingCentral - Best for AI Features
RingCentral is an established leader in the digital communication space, offering VoIP, UC, and CCaaS solutions. Unlike Genesys, RingCentral does not have a voice only or digital only option, but its contact center solution, RingCX is an omnichannel contact center solution with inbound and outbound calling, workforce management, and AI capabilities.
RingCX includes virtual agents, AI call summaries and transcripts, post-call speech analytics, and automated agent feedback. Automate outbound calling with the auto dialer and create surveys across channels unlocking sales and customer feedback use cases. RingCentral offers a higher level of security than Genesys with MFA and E2EE, as well as more advanced analytics such as journey analytics, post call speech analytics, AI quality management, and AI conversation analytics. RingCentral also offers a robust video conferencing platform while Genesys does not.
RingCentral is a Good Genesys Alternative if You Need:
- Smart routing: RingCentral’s smart call routing tools enable users to route calls to queues based on agent skill, language, or channel. Admins can also set up automatic callbacks to reduce hold times.
- Artificial intelligence: RingCentral’s AI features call transcripts, call summaries, and keyword tracking for companies to stay up-to-date about why their customers call in
- Pre-built and custom reports: RingCentral customers can choose from over 100 pre-built reports to gain insight into contact center operations. Users can also choose to build custom reports.
- Live agent support: AI powers real-time agent assistance and automated feedback
- Custom surveys: Create and administer surveys across multiple communication channels–email, live chat, SMS, voice
Pros and Cons
- Widespread AI: RingCentral uses AI for live-agent support, coaching assistance, scheduling, and analytics–assisting in many business use cases
- Unique customer insights: AI enables speech analytics, automated scorecards and coaching, and custom surveys–each of which digs deeper into customer behavior and sentiment
- Strong phone system: RingCentral’s phone system has a strong reputation for crystal clear audio quality and user-friendly IVR menus
- Best features are add-ons: Many of RingCentral’s best features–including AI tools, coaching support, and advanced surveys–require an add-on
- Limited integrations: RingCentral offers integrations with several CRM platforms, but not much else–which limits your ability to create workflows with other software in your stack
Pricing
RingCentral offers two contact center plans, starting at $65 monthly per user. They do not offer voice-only or digital-only plans–only omnichannel.
For further details, see our RingCentral pricing review.
Which Genesys Alternative Should You Choose?
Pick the contact center software that fits your budget while offering the channels and features to meet your business needs. Choose a plan with minimal extra features you don’t plan to use.
Here’s a quick breakdown to simplify your search:
- Workflows: Five9 and Nextiva offer customizable workflows for routing and task assignment
- Chatbots: NICE CXone and RingCentral let you build intelligent and conversational virtual agents
- Affordability: Talkdesk and Aircall offer low-cost plans for call centers or digital-only centers
- Team collaboration: 8x8 and Freshdesk offer team-chat features that enhance internal collaboration
