SoftwareGlimpse

Genesys vs Microsoft Teams

Compare Genesys and Microsoft Teams on features, pricing, and buyer fit using the same researched criteria.

Independently recommendedLast updated Aug 18, 20266 evidence sources10 screenshotsHow we compare

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Genesys

8.8/10

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

VS

Our verdict

No universal winner

No universal winner. Choose based on which criteria matter most for your team.

Genesys is better for

✓ Number / country coverage
✓ Power dialer
✓ WhatsApp Business
✓ Routing & IVR

Tie

• CRM / CTI integrations

Choose Genesys if: Enterprise contact centres that need omnichannel + WEM + journey orchestration

Choose Microsoft Teams if: Organisations standardised on Microsoft 365 that need chat and meetings as the collaboration hub

See detailed comparison ↓

Microsoft Teams

7.3/10

M365 collaboration hub (chat, meetings, files) with optional Teams Phone telephony add-on — free Teams tier exists; Phone Standard ~$10/user/month annual plus PSTN.

Best for

• Organisations standardised on Microsoft 365 that need chat and meetings as the collaboration hub
• Enterprises that may add Teams Phone later for PSTN without changing collaboration vendors
• IT-led rollouts that prioritise identity, compliance and app ecosystem over dialer features

Starting from $0.00/user/mo

Free plan available

Visit Microsoft Teams

Genesys vs Microsoft Teams at a glance

Criterion-level leaders from verified research.

Full scorecard →

Scorecard preview

Criterion leaders based on verified research — open the Scorecard tab for evidence detail.

Starting pricingDepends
Genesys
Microsoft Teams
User / licence minimumDepends
Genesys
Microsoft Teams
Number / country coverageGenesys
Genesys
Microsoft Teams
Power dialerGenesys
Genesys
Microsoft Teams
WhatsApp BusinessGenesys
Genesys
Microsoft Teams

Which business communications is better for you?

Quick picks based on fit — not a universal ranking.

→ Genesys
Best for number / country coverage
Stronger cloud phone availability
→ Genesys
Best for power dialer
Genesys leads on power dialer (8/10 vs 3/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
→ Genesys
Best for whatsapp business
Stronger whatsapp business availability

The biggest differences

Where the products diverge most clearly on verified criteria.

Starting pricing
Depends
Genesys
Genesys researched starting price from $75/mo; Microsoft Teams researched starting price from $0/mo; a free plan is researched. Better value depends on seat minimums and add-ons.
Microsoft Teams
Genesys researched starting price from $75/mo; Microsoft Teams researched starting price from $0/mo; a free plan is researched. Better value depends on seat minimums and add-ons.
WhatsApp Business
Genesys wins
Genesys
Stronger whatsapp business availability
Microsoft Teams
Trails Genesys on this criterion
Power dialer
Genesys wins
Genesys
Genesys leads on power dialer (8/10 vs 3/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Microsoft Teams
Trails Genesys on this criterion
Routing & IVR
Genesys wins
Genesys
Genesys leads on routing (10/10 vs 5/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Microsoft Teams
Trails Genesys on this criterion
CRM / CTI integrations
Tie
Genesys
Genesys and Microsoft Teams are close on crm integrations (10/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Microsoft Teams
Genesys and Microsoft Teams are close on crm integrations (10/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.

Which should you choose?

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)

Choose Microsoft Teams if

Organisations standardised on Microsoft 365 that need chat and meetings as the collaboration hub
Enterprises that may add Teams Phone later for PSTN without changing collaboration vendors
IT-led rollouts that prioritise identity, compliance and app ecosystem over dialer features

Related comparisons

Alternatives to consider

How we compare

A short look at the comparison process. Full methodology

1
Collect
Collect official product information, pricing, and product evidence.
2
Normalize
Map evidence to the same category evaluation criteria for both products.
3
Compare
Evaluate both products against identical criteria — ties and depends are allowed.
4
Explain
Show why each product wins, loses, or ties, with evidence behind the outcome.

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Independent criterion outcomes
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