10 DIFFERENCES ยท 9 THE SAME
Dialpad vs Genesys Cloud
Last verified
SHORT ANSWER
Dialpad and Genesys Cloud both meet every requirement for 4 jobs we track, including support call queues, IVR self-service and queue callback. The biggest differences in the data: Dialpad costs 80% less for call recording at 25 users and Genesys Cloud costs 16% less for support call queues at 25 users.
Both meet every requirement for
Choose Dialpad if
- - You want the lower cost for call recording at 25 users: $375 a month against $1,875.
- - You need breadth in native integrations: Dialpad 6 native, Genesys Cloud 3 native.
Choose Genesys Cloud if
- - You want the lower cost for support call queues at 25 users: $1,875 a month against $2,225.
- - You want the lower cost for IVR self-service at 10,000 minutes/month: $375 a month against $445.
Differences 10
| Field | Dialpad | Genesys Cloud |
|---|---|---|
| COSTSupport call queues: monthly cost at 25 users | $2,225/mo | $1,875/mo |
| COSTIVR self-service: monthly cost at 10,000 minutes/month | $445/mo | $375/mo |
| COSTCall recording: monthly cost at 25 users | $375/mo | $1,875/mo |
| COSTFree trial | Yes | Not published by the vendor |
| FEATURESNative CRM integration | Higher tier (Pro) | Add-on |
| FEATURESReal-time queue wallboards | Included | Unknown |
| FEATURESSpeech recognition in IVR | Not published by the vendor | Included |
| COMPLIANCEData residency | US | Unknown |
| INTEGRATIONSNative integrations | 6 native | 3 native |
| REVIEWSReview sentiment | Mixed | Unknown |
Assumptions used: Team size when the page is not sized by users 5 users (stated assumption). How costs are computed
The same on both 9
| Field | Dialpad | Genesys Cloud |
|---|---|---|
| COSTPricing model | Per user per month | Per user per month |
| FEATURESCall queues | Included | Included |
| FEATURESCallback instead of waiting in queue | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESCall recording | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESConfigurable recording retention | Included | Included |
| COMPLIANCEHIPAA BAA | Included | Included |
| COMPLIANCESOC 2 Type II | Included | Included |