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Telecommunications · head to head

Dialpad vs Genesys Cloud

Dialpad logo

Dialpad

Telecommunications

Cloud phone and voice communications

From
On request
Rated
-
Full reviewWebsite
Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Dialpad pricing details not publicly disclosed; requires contacting sales; Genesys Cloud all four published tiers are billed annually
  • They diverge on capability: Dialpad covers Voice calls, Genesys Cloud covers Omnichannel.

Where they differ

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

Attributes where Dialpad and Genesys Cloud differ
AttributeDialpadGenesys Cloud
Starting priceOn request$75/month
Pricing modelUnknownsubscription
PlatformsWeb, MobileWeb, Desktop, Ios, Android
Founded20131990

Identical on both: free tier (No), user rating (Not yet rated), category (Telecommunications).

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

  • Voice calls
  • Video meeting
  • Chat
  • Analytics
  • Call recording
  • Slack
  • HubSpot
  • Microsoft 365

Only in Genesys Cloud

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

Both cover

  • Salesforce
  • Web support
  • Desktop support

What people use each for

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

Dialpad

  • Customer service with AI voice and chat agentsnot Genesys Cloud
  • Autonomous contact centre operations with handoff to humansnot Genesys Cloud
  • Multi-channel communication (voice, chat, SMS, email)not Genesys Cloud
  • HIPAA-compliant healthcare communicationnot Genesys Cloud

Genesys Cloud

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

Where each one falls short

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

Dialpad

  • Pricing details not publicly disclosed; requires contacting sales
  • AI Agent pricing uses credit-based model with pay-per-value structure
  • Specific pricing tiers and feature comparisons not available on public website

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

On request

No published plan breakdown. See the Dialpad review.

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 if

  • You need voice calls.
  • You work on Web, Mobile.
  • You also want video meeting.
Dialpad 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 or Genesys Cloud better?
Neither clearly leads. Dialpad starts at On request 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 or Genesys Cloud?
Dialpad starts at On request and Genesys Cloud at $75/month.
Does Dialpad or Genesys Cloud run on more platforms?
Dialpad runs on Web, Mobile. Genesys Cloud runs on Web, Desktop, Ios, Android.
What is Dialpad best used for?
Dialpad is most often used for customer service with ai voice and chat agents, autonomous contact centre operations with handoff to humans, multi-channel communication (voice, chat, sms, email), hipaa-compliant healthcare communication. Of those, customer service with ai voice and chat agents and autonomous contact centre operations with handoff to humans are not what Genesys Cloud is typically brought in for.
What can Dialpad do that Genesys Cloud cannot?
Dialpad covers Voice calls, Video meeting, Chat, Analytics. Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Both handle Salesforce, Web support, Desktop support.
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