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
Comparison scorecard
Criterion-by-criterion results for Dialpad and Genesys. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
Dialpad researched starting price from $15/mo; Genesys researched starting price from $75/mo. Better value depends on seat minimums and add-ons.
DialpadDependsGenesysDepends - Depends
User / licence minimum
Seat floors, per-employee minimums, and small-team pricing traps.
Check seat or licence minimums for Dialpad and Genesys on current vendor packaging — not inferred beyond researched pricing notes.
DialpadDependsGenesysDepends - Tie
Number / country coverage
Published local numbers and country coverage.
Dialpad and Genesys have the same researched availability on cloud phone (Dialpad: supported; Genesys: supported).
DialpadTieGenesysTie - Tie
Power dialer
Power or parallel dialing for outbound teams.
Dialpad and Genesys are close on power dialer (8/10 vs 8/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
DialpadTieGenesysTie - Tie
WhatsApp Business
WhatsApp Business API / BSP capability.
Dialpad and Genesys have the same researched availability on whatsapp business (Dialpad: limited; Genesys: limited).
DialpadTieGenesysTie - Genesys
CRM / CTI integrations
CRM click-to-call, logging, and CTI depth.
Genesys leads on crm integrations (8/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
DialpadWeakerGenesysStronger - Genesys
Routing & IVR
Call routing, IVR, queues, and skills-based assignment.
Genesys leads on routing (9/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
DialpadWeakerGenesysStronger - Genesys
Analytics
Campaign, conversation, or workforce reporting depth.
Genesys leads on analytics (9/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Dialpad9/10Genesys10/10 - Dialpad
AI features
Useful AI for the primary job — not marketing fluff.
Dialpad leads on ai features (10/10 vs 9/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Dialpad10/10Genesys9/10
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