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Software · head to head

Genesys Cloud vs Microsoft Teams

Genesys Cloud logo

Genesys Cloud

Software

Experience as a Service

From
$75/month
Rated
-
Full reviewWebsite
Microsoft Teams logo

Microsoft Teams

Software

Meet, chat, call, and collaborate in just one place

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Microsoft Teams has a free tier, so it costs nothing to try first.
  • Each has a real cost: Genesys Cloud all four published tiers are billed annually; Microsoft Teams resource-heavy application; slow to load and consumes significant CPU/memory compared to alternatives
  • They diverge on capability: Genesys Cloud covers Omnichannel, Microsoft Teams covers Chat & channels.

Where they differ

Only the attributes on which Genesys Cloud and Microsoft Teams actually diverge.

Attributes where Genesys Cloud and Microsoft Teams differ
AttributeGenesys CloudMicrosoft Teams
Starting price$75/monthFree
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, Windows, macOS, iOS, Android
Founded19901975

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

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 Genesys Cloud

  • Omnichannel
  • ACD
  • IVR
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Salesforce

Only in Microsoft Teams

  • Chat & channels
  • Video conferencing
  • Screen sharing
  • File collaboration
  • Office integration
  • Live events
  • Phone system
  • Apps & workflows

Both cover

  • SOC2
  • ISO27001
  • HIPAA
  • FedRAMP

What people use each for

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

Genesys Cloud

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

Microsoft Teams

  • Remote meetingsnot Genesys Cloud
  • Team collaborationnot Genesys Cloud
  • Document sharingnot Genesys Cloud
  • Project managementnot Genesys Cloud
  • Webinarsnot Genesys Cloud

Where each one falls short

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

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

Microsoft Teams

  • Resource-heavy application; slow to load and consumes significant CPU/memory compared to alternatives
  • Limited channel structure; maximum of 200 public and 30 private channels per team
  • Cannot invite guest users to specific channels; guest access grants full team visibility
  • Unable to chat during screen sharing; limits real-time collaborative communication
  • Limited customization options for branding and interface; cluttered UX compared to Slack
  • Channels cannot be moved between teams; requires manual replication for reorganization

Pricing, plan by plan

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

Microsoft Teams

Free
  • FreeFree
    • Unlimited chat
    • 100 participants in meetings
    • 5GB file storage
  • Microsoft Teams Essentials$4/month
    • 300 participants in meetings
    • 10GB cloud storage
    • Phone & web support
  • Microsoft 365 Business Basic$6/month
    • Everything in Essentials
    • 1TB OneDrive storage
    • Web & mobile Office apps
  • Microsoft 365 Business Standard$12.5/month
    • Everything in Basic
    • Desktop Office apps
    • Webinar hosting

Which should you pick?

Choose Genesys Cloud if

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

Choose Microsoft Teams if

  • You need chat & channels.
  • You want to start without paying.
  • You work on Web, Windows, macOS, iOS, Android.
  • You also want video conferencing.
Microsoft Teams review

Questions people ask

Is Genesys Cloud or Microsoft Teams better?
Neither clearly leads. Genesys Cloud starts at $75/month and Microsoft Teams at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Genesys Cloud or Microsoft Teams?
Microsoft Teams has a free tier; the other does not. Paid plans start at $75/month for Genesys Cloud and Free for Microsoft Teams.
Does Genesys Cloud or Microsoft Teams run on more platforms?
Genesys Cloud runs on Web, Desktop, Ios, Android. Microsoft Teams runs on Web, Windows, macOS, iOS, Android.
Can I use Microsoft Teams for free?
Yes. Microsoft Teams has a free tier, so you can try it without paying. Genesys Cloud starts at $75/month.
What is Genesys Cloud best used for?
Genesys Cloud is most often used for cloud contact centre across voice, digital and self service channels, workforce engagement and routing for large support operations. Of those, cloud contact centre across voice, digital and self service channels and workforce engagement and routing for large support operations are not what Microsoft Teams is typically brought in for.
What can Genesys Cloud do that Microsoft Teams cannot?
Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Microsoft Teams covers Chat & channels, Video conferencing, Screen sharing, File collaboration. Both handle SOC2, ISO27001, HIPAA, FedRAMP.

Answered from the vendors’ own pages

Microsoft Teams: Does Microsoft Teams have a free tier?

Yes. Microsoft Teams offers a free Home tier with unlimited chat, 60-minute group meetings for up to 100 people, 5GB cloud storage, and basic file sharing, though limits are restrictive for growing teams.

Source
Microsoft Teams: What are Microsoft Teams' paid plans?

Microsoft Teams Essentials costs $4/user/month (chat, calling, meetings, 10GB storage). Microsoft 365 Business Basic costs $7/user/month (includes desktop Office apps, 1TB storage). Premium plans with Copilot start at $23.50/user/month.

Source
Microsoft Teams: What are Microsoft Teams' primary features?

Teams provides real-time chat, video and voice calling, meetings with up to 300 participants, file sharing and storage integration with OneDrive, recording and transcripts, and deep integration with Microsoft 365 apps (Word, Excel, PowerPoint, Outlook).

Microsoft Teams: What integrations does Teams support?

Microsoft Teams integrates with calendar apps (Outlook, Google Calendar), project management tools (Trello), and works with Zapier for custom workflow automation. Teams also has native connectors to many Microsoft 365 apps and third-party services.

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Related pages

More on Genesys Cloud

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