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Customer Support · head to head

Dialpad Contact Center vs Genesys Cloud

Dialpad Contact Center logo

Dialpad Contact Center

Customer Support

AI-powered cloud contact center

From
$95/month
Free plan
No
Full reviewWebsite
Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Dialpad Contact Center the AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume; Genesys Cloud all four published tiers are billed annually
  • They diverge on capability: Dialpad Contact Center covers Voice Intelligence, Genesys Cloud covers Omnichannel.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Dialpad Contact Center and Genesys Cloud actually diverge.

Attributes where Dialpad Contact Center and Genesys Cloud differ
AttributeDialpad Contact CenterGenesys Cloud
Starting price$95/month$75/month
CategoryCustomer SupportTelecommunications
Founded20111990

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Desktop, Ios, Android), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Dialpad Contact Center

  • Voice Intelligence
  • Real-time transcription
  • Sentiment analysis
  • Agent coaching
  • Quality assurance
  • Analytics
  • HubSpot
  • ServiceNow

Only in Genesys Cloud

  • Omnichannel
  • ACD
  • IVR
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Microsoft Dynamics

Both cover

  • Salesforce
  • Zendesk
  • SOC2
  • HIPAA
  • Web support
  • Desktop support
  • Ios support

What people use each for

The jobs each tool is most often brought in to do.

Dialpad Contact Center

  • Cloud contact centre with voice, messaging and AI assistancenot Genesys Cloud
  • Routing and monitoring customer calls with live transcriptionnot Genesys Cloud

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot Dialpad Contact Center
  • Workforce engagement and routing for large support operationsnot Dialpad Contact Center

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Dialpad Contact Center

  • The AI agent is sold as a pool of prepaid credits rather than a seat price, so cost depends on conversation volume
  • No per user price, seat minimum or feature comparison is published for any plan
  • The pricing page directs every enquiry to sales or an ROI calculator instead of stating a rate

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Pricing, plan by plan

Dialpad Contact Center

$95/month
  • Essentials$95/month
    • Voice
    • Real-time AI
    • Analytics
  • Advanced$135/month
    • Essentials + Digital
    • WFM
    • Custom integrations
  • Premium$170/month
    • Advanced + Full suite
    • SLA guarantee

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Which should you pick?

Choose Dialpad Contact Center if

  • You need voice intelligence.
  • You work on Web, Desktop, Ios, Android.
  • You also want real-time transcription.
Dialpad Contact Center review

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want acd.
Genesys Cloud review

Questions people ask

Is Dialpad Contact Center or Genesys Cloud better?
Neither clearly leads. Dialpad Contact Center starts at $95/month and Genesys Cloud at $75/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Dialpad Contact Center or Genesys Cloud?
Dialpad Contact Center starts at $95/month and Genesys Cloud at $75/month.
Does Dialpad Contact Center or Genesys Cloud run on more platforms?
Both run on Web, Desktop, Ios, Android, so platform support will not decide this one for you.
What is Dialpad Contact Center best used for?
Dialpad Contact Center is most often used for cloud contact centre with voice, messaging and ai assistance, routing and monitoring customer calls with live transcription. Of those, cloud contact centre with voice, messaging and ai assistance and routing and monitoring customer calls with live transcription are not what Genesys Cloud is typically brought in for.
What can Dialpad Contact Center do that Genesys Cloud cannot?
Dialpad Contact Center covers Voice Intelligence, Real-time transcription, Sentiment analysis, Agent coaching. Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Both handle Salesforce, Zendesk, SOC2, HIPAA.

Answered from the vendors’ own pages

Dialpad Contact Center: How does Dialpad pricing work?

Dialpad uses conversation-based pricing where you purchase a pool of AI Agent Credits. Customers are charged only when AI delivers value by retrieving information or executing actions like scheduling or order lookup.

Source
Genesys Cloud: What is Genesys Cloud's pricing?

Genesys Cloud offers flexible pricing to suit customer needs, allowing businesses to purchase only the capabilities needed with easy scaling options. Specific pricing details are not provided on the main product page and require visiting the dedicated pricing page or contacting Genesys directly.

Source
Dialpad Contact Center: What is Dialpad's free trial offer?

Dialpad offers a "Try free" option, but the page does not specify the trial duration or terms. Customers can also request a demo from the sales team.

Source
Dialpad Contact Center: Does Dialpad charge for idle time?

No. Dialpad's conversation-based model only charges when the AI actively does work. If no work is done, there are no charges.

Source
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