Genesys vs Microsoft Teams
Compare Genesys and Microsoft Teams on features, pricing, and buyer fit using the same researched criteria.
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
VS
Our verdict
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
Microsoft Teams
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
Feature comparison
Grouped feature support from verified product research for Genesys and Microsoft Teams.
Voice
| Feature | Genesys | Microsoft Teams | Winner |
|---|---|---|---|
| Cloud phone / VoIP | Strong | Moderate | Genesys |
| Call routing & IVR | Strong | Moderate | Genesys |
| Call recording | Strong | Moderate | Genesys |
| Power dialer | Strong | Limited | Genesys |
Messaging
| Feature | Genesys | Microsoft Teams | Winner |
|---|---|---|---|
| SMS messaging | Strong | Moderate | Genesys |
| WhatsApp Business | Moderate | Limited | Genesys |
| Shared inbox | Strong | Moderate | Genesys |
| Team messaging | Moderate | Strong | Microsoft Teams |
| Unified multichannel inbox | Strong | Moderate | Genesys |
| Video meetings | Moderate | Strong | Microsoft Teams |
Platform
| Feature | Genesys | Microsoft Teams | Winner |
|---|---|---|---|
| CRM / CTI integrations | Strong | Moderate | Genesys |
| Analytics & reporting | Strong | Moderate | Genesys |
| AI assistance | Strong | Moderate | Genesys |
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