Dialpad vs Genesys
Compare Dialpad and Genesys on features, pricing, and buyer fit using the same researched criteria.
Dialpad
AI-first cloud phone (Dialpad Connect) with included transcription/summaries — Standard from $15/user/month annual; Sell and Support are separate product ladders.
Best for
- • Teams that want AI transcription and call summaries included in the cloud phone licence
- • SMB and mid-market buyers starting on Connect Standard at a clear $15 annual floor
- • Sales orgs willing to add Dialpad Sell when power dialer becomes the primary job
Starting from $15.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Dialpad is better for
- ✓ AI features
Genesys is better for
- ✓ CRM / CTI integrations
- ✓ Routing & IVR
- ✓ Analytics
Tie
- • Number / country coverage
- • Power dialer
- • WhatsApp Business
Choose Dialpad if: Teams that want AI transcription and call summaries included in the cloud phone licence
Choose Genesys if: Enterprise contact centres that need omnichannel + WEM + journey orchestration
Genesys
Enterprise CCaaS (Genesys Cloud CX) — CX 1 from $75/user/mo annual; CX 2 $115; CX 3 $155; CX 4 $240.
Best for
- • Enterprise contact centres that need omnichannel + WEM + journey orchestration
- • Regulated industries standardising on Genesys Cloud CX
- • Buyers comparing CCaaS platforms (not UCaaS phone seats)
Starting from $75.00/user/mo
No free plan
Pros & cons
A balanced look at where each product shines — and where it falls short.
Dialpad
Strengths in greenPros
- Stronger on ai features
Cons
- Trails on crm / cti integrations
- Trails on routing & ivr
- Trails on analytics
Best for
Teams that want AI transcription and call summaries included in the cloud phone licence
Genesys
Trade-offs in redPros
- Stronger on crm / cti integrations
- Stronger on routing & ivr
- Stronger on analytics
Cons
- Trails on ai features
Best for
Enterprise contact centres that need omnichannel + WEM + journey orchestration
Choose if…
Choose Dialpad if
- Teams that want AI transcription and call summaries included in the cloud phone licence
- SMB and mid-market buyers starting on Connect Standard at a clear $15 annual floor
- Sales orgs willing to add Dialpad Sell when power dialer becomes the primary job
Choose Genesys if
- Enterprise contact centres that need omnichannel + WEM + journey orchestration
- Regulated industries standardising on Genesys Cloud CX
- Buyers comparing CCaaS platforms (not UCaaS phone seats)
Still unsure which fits?
Answer a few buyer questions and get a shortlist matched to your priorities.
Best communications softwareSome visit links may be affiliate links — we may earn a commission at no extra cost to you. Comparison outcomes are never based on commission.