The 5 Best Genesys Alternatives for Your Business

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As a leader responsible for scaling your customer service, support, or sales operations, you've probably realized Genesys isn't the best fit for your business. Whether it's the complexity of implementation, high costs, or limited flexibility for growing teams, you need a solution that better fits your evolving needs. 

That means finding a platform that's easy to implement, scales effortlessly, integrates with your current tech stack, and ensures a seamless customer experience.

But researching and selecting a cloud-based call center solution for your business is a time-consuming process. That’s why we’ve taken the time to sift through all the Genesys alternatives for you, highlighting their top features, integrations, prices, and ratings—so you can find the provider that best fits your business needs.

TL;DR Genesys Alternatives

1. Aircall

2. Nextiva

3. Dialpad

4. RingCentral

5. 8x8

What is Genesys?

Genesys is a cloud-based contact center as a service (CCaaS) solution. Its features include AI tools, voice, analytics, and workforce management. 

But these features come at a price, and Genesys is in a higher price category compared to its competitors—starting at a monthly rate of $75 for the entry-level package.

Genesys features

Genesys provides essential contact center features like voice channels, call routing, speech-enabled IVR, outbound campaigns, and unified communications. 

It also offers advanced tools, such as predictive engagement, AI-powered bots, and interaction recording. However, some users report that the platform’s reporting functionality is inadequate, and the solution has some limited or missing features. 

Genesys integrations

• HubSpot

• Microsoft Dynamics

• Salesforce

• ServiceNow

• Slack

• PureInsights

• Zendesk

• Zoom

Genesys pricing

Genesys offers three base packages, including:

• Genesys Cloud CX 1 plan: $75/month/user (annual billing)

• Genesys Cloud CX 2 plan: $115/month/user (annual billing)

• Genesys Cloud CX 3 plan: $155/month/user (annual billing)

Hourly pricing is also available.

Genesys main use cases

Genesys allows businesses to deliver personalized experiences at scale across various channels, including voice, chat, email, messaging, and social. The platform's purpose-built AI helps businesses automate and optimize their call centers.

Genesys serves industries like banking, healthcare, retail, insurance, and government.

Why Should You Look for a Genesys Alternative?

What works for one business might not be the best fit for you. Here are a few questions to ask yourself if you’re wondering whether it’s worth looking into a Genesys alternative. 

Does your business have a global market?

Many Genesys alternatives offer unlimited international calling. If your business relies on communicating with clients worldwide, Genesys can quickly become very expensive. Both domestic and international rates are based on usage with Genesys, which adds up quickly.

Does your team rely heavily on mobile use?

The mobile version of Genesys Cloud doesn’t include all the functionalities of the desktop version. Remote teams that prefer a mobile-friendly cloud-based call center solution may not get what they need from Genesys.

Do you need an affordable solution?

Genesys doesn’t offer an affordable small business solution, as the provider generally caters to larger teams with bigger budgets.

The 5 Best Genesys Alternatives for Your Business

While Genesys is a well-known player in the contact center solutions space, it's not always the most complete or flexible option for every business. If you're looking for a more intuitive, cost-effective, and scalable platform, several alternatives outshine Genesys in key areas, such as pricing, integrations, ease of use, and feature sets.

In the next section, we’ve ranked and rated the top Genesys competitors to help you find the best fit for your business. Whether you're focused on improving customer experience, streamlining operations, or enhancing team productivity, this comparison gives you all the details you need to make an informed decision.

Aircall: Best for businesses needing a scalable solution to enhance both customer service and sales operations

Aircall’s seamless integrations with over 100 business tools allows teams to centralize workflows and work more efficiently. Advanced Aircall features like smart call routing ensure customers are always directed to the right agent, while real-time analytics provide actionable insights to optimize performance.

What sets Aircall apart is its transparent, affordable pricing and responsive customer support, making it an excellent choice for businesses that need reliability without hidden costs. With powerful coaching tools, such as call whispering and live monitoring, teams can enhance their performance in real time, solidifying Aircall as a trusted, scalable solution for improving customer communications.

What makes it a good alternative to Genesys?

Aircall is a more affordable, user-friendly alternative to Genesys, offering advanced features without the need for external support or developer expertise. Its intuitive interface allows for easy setup and implementation of tools like call routing and analytics, making it a hassle-free, cost-effective solution for scaling businesses.

• Number of entry-level integrations: 100+

• Entry-level features: Unlimited inbound calls, business hours, IVR, queue callback, assign and comment on calls, tags, basic analytics, and 50+ additional features on the Essentials plan alone

• Rating: 4.3 stars

• Pricing: From $30/month/user (annual billing)

See for yourself how Aircall can help you boost revenue and build better customer relationships. Sign up for a free 7-day trial.

Nextiva: Best for creating personalized customer experiences

Use Nextiva to manage calls, send text messages, and hold video conferences from your desktop or mobile device

Source

Nextiva's cloud-based Unified Customer Experience Management (CXM) platform enables businesses to manage customer interactions across voice, SMS, live chat, and social media on a single platform. With AI-powered tools like virtual assistants and sentiment analysis, Nextiva helps enhance customer engagement and optimize the customer journey.

Nextiva offers unlimited U.S. and Canada calling, business numbers, and faxing at no extra cost, plus comes with team collaboration tools like one-on-one messaging and group chat rooms. 

What makes it a good alternative to Genesys?

Nextiva stands out as a strong alternative to Genesys with its comprehensive communication and collaboration tools, including video and audio conferencing, one-on-one messaging, and seamless integrations. Users appreciate Nextiva’s affordable pricing and flexible AI tools, making it an ideal choice for businesses that want a more unified, omnichannel customer engagement solution.

• Number of entry-level integrations: 2

• Entry-level features: Unlimited voice and video calling, voicemail, toll-free numbers, unlimited internet fax

• Rating: 4.5 stars

• Pricing: From $20/month/user (annual billing)

See our Nextiva alternatives comparison for more information

Dialpad: Best for small to medium businesses needing a phone system and collaboration software

Dialpad’s AI features summarize your calls and automatically extract action items.

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Dialpad’s AI-powered cloud communications platform offers unlimited domestic calling, business SMS, video meetings, and a dedicated business phone number. Key features like custom call routing, multilevel auto attendants, visual voicemail, and spam call detection streamline communication.

With flexible device switching and affordable subscription plans, Dialpad provides a versatile, budget-friendly solution for businesses looking for AI-driven communication tools.

What makes it a good alternative to Genesys?

Dialpad is a good alternative to Genesys thanks to its AI features like live transcriptions and AI-curated call summaries, which G2 users appreciate. Flexible pricing means it scales with your businesses as it grows, and its straightforward AI tools provide advanced communication features without complexity. 

• Number of entry-level integrations: 2

• Entry-level features: Web and chat support; unlimited video meetings; call and voicemail transcription; unlimited calling, SMS, and MMS

• Rating: 4.4 stars

• Pricing: From $15/month/user (annual billing)

See our Dialpad alternatives comparison for more information, or check out an in-depth review of Dialpad vs. Aircall.  

RingCentral: Best for small businesses looking for a straightforward communication system

RingCentral gives you a clear overview of the status of all your rooms and devices.

Source

RingCentral offers features like video conferencing and mobile flexibility, which enables seamless call switching between devices. The tool uses AI to automate tasks such as note-taking and call routing. 

Its 400 integrations mean you can connect the platform to your existing business tools, from CRM and customer support software to productivity and collaboration tools. And you get valuable features even on its entry-level plan, like IVR and visual voicemail.  

What makes it a good alternative to Genesys?

RingCentral stands out with its ease of use and quick setup compared to Genesys. While it lacks some advanced features that Genesys has, like voice biometrics and AI chatbots, it offers essential communication tools with a more intuitive interface. Its 30-day free trial and focus on small teams, freelancers, and startups make it a great choice for businesses looking for a simple, cost-effective alternative.

• Number of entry-level integrations: Limited to Google and Microsoft integrations on its Core plan

• Entry-level features: Document sharing, voicemail-to-text, team messaging, business phone or toll-free numbers

• Rating: 4 stars

• Pricing: From $20/month/user (annual billing)

See our RingCentral alternatives comparison for more information, or check out an in-depth review of RingCentral vs. Aircall.  

8×8: Best for improving customer engagement with omnichannel support

8x8 helps you better engage your customers with the data and automations your customer-facing team needs.

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8x8 combines voice, video conferencing, and team messaging into a unified platform, offering features like auto-attendant, voicemail to email, and call management for seamless internal and external communication. 

It's especially useful for businesses focused on customer engagement, thanks to its omnichannel support features and customer experience analytics. With CRM integrations available on its higher-tiered plans, 8x8 also ensures smooth collaboration between sales and customer service teams.

[H4] What makes it a good alternative to Genesys?

8x8 differentiates itself from Genesys with its all-in-one platform that combines voice, video, and chat. Its focus on internal collaboration and omnichannel customer engagement makes it a flexible option for businesses needing more than just basic call center features. While some users on G2 mention minor issues with call transfers, 8x8 is praised for its ability to streamline sales and customer service workflows.

• Number of entry-level integrations: Only access to Google Workspace and limited Microsoft 365 features out of the 60 integrations

• Entry-level features: Basic auto-attendant; unified mobile, desktop, and web app; team messaging; voicemail; unlimited calling in the U.S. and Canada

• Rating: 4 stars

• Pricing: Contact for pricing

See our 8x8 alternatives comparison for more information.

What to Consider When Choosing a Genesys Alternative

When looking for an alternative to Genesys, evaluating which features matter most to your business is important. While Genesys offers robust solutions, other platforms may provide more flexibility, ease of use, or specific tools better suited to your needs.

Here are the most important things to consider when looking for contact center solutions: 

• Integrations: Genesys offers a small number of integration options on its basic package, but Aircall has over 100 integrations that are available to all customers—no matter which package they have. 

• Phone features: Keep an eye out for key features like toll-free numbers, virtual call centers, international numbers, voicemail, call conferencing, and IVR, which are crucial for maintaining productivity and seamless communication.

• Pricing: Aircall’s basic package starts at $30 per month per user and includes 100+ integrations, in-house support, and training at no extra cost to you. Aircall offers the best value for money compared to the other Genesys alternatives.

• Collaboration: Collaboration features boost efficiency and productivity. Key collaboration features for any Genesys alternative should include shared contacts, warm transfer, shared call inbox, and call commenting and assignments.

• Productivity features: Key productivity features that should be part of your Genesys alternative include desktop notifications, ring-on speakers, click-to-dial, forward-to-phone, CRM integrations, a power dialer, call tags, and disposition codes.

• Analytics: Keeping track of real-time data helps you improve your team’s performance and workflows the performance of your team and their workflows. Key analytics features include call center analytics, activity feed, and call whispering.

7 Reasons Why Aircall Is the Best Genesys Alternative

Aircall’s customer-centric call center solution helps businesses create great customer experiences; here’s how. 

1. Coach team members with confidence and ease

Aircall’s live monitoring and call whispering tools allow managers to provide real-time feedback without the customer overhearing, ensuring on-demand support for team members during calls.

Check out our Ruby case study, where these features have transformed the organization’s training programs by allowing managers to jump into calls and review recordings effortlessly.

“Having an area where all our recordings are stored is very beneficial to just quickly search through. We use that quite often to be able to pull up a recording and flip that to a teammate if we need to help them out or give them some ideas on how to have a better conversation, best practices—things like that. 
John Stallings, Aircall Specialist, Ruby

2. Help your team collaborate more effectively

Aircall’s collaboration features, like warm transfers and call commenting, ensure smooth communication between team members and keep everyone aligned on tasks and customer interactions.

Check out our case study on Carpet Court Australia to see how they use Aircall to strengthen collaboration with their partners.

“Aircall is a powerful tool and significantly impacts our business. It’s very simple and efficient.”
Mark Hogan, CFO, Carpet Court Australia

3. Seamless domestic and international calls

Aircall simplifies inbound and outbound toll-free number creation and offers local numbers in over 100 countries—making it easy to scale your communication globally.

4. Customize your system settings

Easily update system settings, add users, or assign new numbers in real-time with Aircall’s one-click CTI. These functionalities help your business adjust workflows as you grow.

5. Boost performance with peak productivity

Aircall’s productivity settings allow teams to maximize productivity through easy and efficient workflow management. Custom filters help team members find specific tasks and calls within seconds. And with desktop notifications, your team is always updated and informed.

6. Intuitive analytics

Aircall’s real-time analytics and intuitive dashboard allow teams to monitor performance and use call data to improve internal processes and key metrics.

7. Aircall’s integration partners

With 100+ integration partners, Aircall easily connects to your existing tech stack. It offers customized workflows through webhooks and API and simplifies contact management with syncs via Google Apps, CRM, and PieSync.

Check out how Alternative Airlines used Aircall’s open API to build a custom integration for their own booking system.

“Our booking agents now only need their headphones to do their job. Their address book is saved in Aircall; they always know who’s calling, and who to call back”.
Shelley Tasker, Operations Manager, Alternative Airlines

Give Aircall a Try

Aircall sets itself apart by offering more than just a quick fix—it’s a long-term solution designed to evolve with your business. With powerful tools for support, collaboration, and seamless communication, Aircall empowers teams to deliver exceptional customer experiences. 

See for yourself how Aircall can help you boost revenue and build better customer relationships. Sign up for a free 7-day trial.

Published on November 10, 2024.