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
Comparison scorecard
Criterion-by-criterion results for Genesys and Microsoft Teams. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
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.
GenesysDependsMicrosoft TeamsDepends - Depends
User / licence minimum
Seat floors, per-employee minimums, and small-team pricing traps.
Check seat or licence minimums for Genesys and Microsoft Teams on current vendor packaging — not inferred beyond researched pricing notes.
GenesysDependsMicrosoft TeamsDepends - Genesys
Number / country coverage
Published local numbers and country coverage.
Stronger cloud phone availability
GenesysStrongerMicrosoft TeamsWeaker - Genesys
Power dialer
Power or parallel dialing for outbound teams.
Genesys leads on power dialer (8/10 vs 3/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
GenesysStrongerMicrosoft TeamsWeaker - Genesys
WhatsApp Business
WhatsApp Business API / BSP capability.
Stronger whatsapp business availability
GenesysStrongerMicrosoft TeamsWeaker - Tie
CRM / CTI integrations
CRM click-to-call, logging, and CTI depth.
Genesys and Microsoft Teams are close on crm integrations (10/10 vs 10/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
GenesysTieMicrosoft TeamsTie - Genesys
Routing & IVR
Call routing, IVR, queues, and skills-based assignment.
Genesys leads on routing (10/10 vs 5/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
GenesysStrongerMicrosoft TeamsWeaker - Genesys
Analytics
Campaign, conversation, or workforce reporting depth.
Genesys leads on analytics (10/10 vs 6/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Genesys10/10Microsoft Teams6/10 - Genesys
AI features
Useful AI for the primary job — not marketing fluff.
Genesys leads on ai features (9/10 vs 8/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Genesys9/10Microsoft Teams8/10
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