Genesys provides a robust call center solution filled with outstanding features and customizable tools. However, Genesys may not be the right fit for every enterprise. Organizations that want a lower cost or more features within a package may want to look at Genesys alternatives. Here are some of the best Genesys competitors and alternatives currently available on the market.

What is Genesys?

Genesys is an American software company that sells customer experience and call center technology. Genesys delivers personalized customer engagement on the channel of your customers’ choice and gives your team the tools to make every moment count.

Four Reasons to Look for a Genesys Competitor

  1. Only suitable for mid-sized and large businesses
  2. Lacks the flexibility to choose calls from the queues.
  3. Reporting needs more visualization and trending data.
  4. Price policies are not flexible and scalable

1. MightyCall (Overall Ratings 5/5, 3 Reviews)

MightyCall is a virtual phone system that bundles in key features and integrations that set it apart from its chief competitors.

MightyCall

Image Source – https://www.mightycall.com/

Pros:

  • Call recording comes with the service at the Business and Enterprise tier, and MightyCall also provides unlimited storage, which is very uncommon.
  • CRM integration is relatively uncommon with virtual phone systems.
  • Included voicemail transcription, which they call voice-to-text.

Cons:

  • There’s no internet-based fax, which you often get with other providers.
  • IP phones are supported only above the base tier.
  • As a virtual phone provider, there are very few unified communications features.
  • The free trial is only 7 days.
  • There’s no self-service or voice support with the MightyCallauto-attendant.

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2. Nextiva (Overall Ratings ⭐5/5, 2 Reviews)

Nextiva has established itself as a strong platform for large enterprises. Their system leverages automation to ensure that only calls that need human interaction reach a live agent.

nextiva - Genesys Competitor

Image Source – https://www.nextiva.com/

Pros:

  • Strong analytics.
  • Popular service for large enterprises needing high functionality.

Cons:

  • Some users complain of inconsistent call quality.
  • Small businesses may struggle to afford even lower tiers.

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3. Five9 (Overall Ratings ⭐5/5, 1 Review)

Five9 prides itself on a 99.999% uptime guarantee — hence the name Five9. With its contact center solution, Five9 tries to put a massive amount of data at the fingertips of agents.

Five9 - Genesys Competitor and alternative

Image Source – https://www.five9.com/

Pros:

  • Outstanding user training and customer support.
  • Intuitive and easy to use with agent productivity in mind.
  • Strong history of uptime.

Cons:

  • An unclear pricing structure makes the decision process more difficult.
  • Customers sometimes complain of on-screen notifications that interrupt workflow during peak hours.

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4. Twilio (Overall Ratings ⭐5/5, 1 Review)

Twilio provides an all-in-one omnichannel solution for call centers that brings multiple communications channels including social media, SMS, WhatsApp, and email together to ease agent work.

twilio - genesys competitor

Image Source – https://www.twilio.com/

Pros:

  • Easily integrates with other platforms and CRM systems.
  • Excellent security.
  • Robust omnichannel marketing functionality.

Cons:

  • Their mobile application is poorly reviewed.
  • Some customers find the pricing structure confusing.

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5. Zoho Desk (Overall Ratings ⭐4.9/5, 9 Reviews)

Zoho Desk is a call center software to help businesses manage customer communication over the phone, email, live chat, instant messaging, SMS text, and social media.

Zoho desk - Genesys Competitor

Image Source – https://www.zoho.com/desk/

Pros:

  • You can easily track all of your tickets and agents from the dashboard interface.
  • Easily integrates with multi-channel for collecting tickets.

Cons:

  • When demand increases, the functionality depth of some features may feel limited.
  • The user interface can be a bit confusing if you are an entry-level user.
  • Lack of customization options in the lower subscription tiers.

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6. CallHippo (Overall Ratings ⭐4.8/5, 55 Reviews)

CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) based Virtual Phone System.

CallHippo - Genesys Competitor

Image Source – https://callhippo.com/

Pros:

  • International calling makes marketing campaigns better.
  • Call summary for visualization for future planning.

Cons:

  • Expensive
  • No smooth integration.

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7. CloudTalk (Overall Ratings ⭐4.8/5, 44 Reviews)

CloudTalk is the best tool for managing all your calls from one place. You can interconnect your branches, departments, and team members in a snap.

Cloudtalk - genesys competitor

Image Source – https://www.cloudtalk.io/

Pros:

  • Call queues can have an unlimited number of people waiting on hold.
  • User-friendly call flow builder.

Cons:

  • Phone support isn’t available on the Starter or Essential plan.
  • An unforgiving refund policy means you can’t get money back if you reduce users during the month or year.

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8. Spark TG (Overall Ratings ⭐4.6/5, 10 Reviews)

Spark TG has an experience of more than 22 years in Cloud Telephony Services and focuses on excellent user experience and support.

spark TG

Image Source – https://www.sparktg.com/

Pros:

  • It enables organizations to enhance agents’ productivity with real-time dashboards, reports & call recording functionality.
  • Managers can handle call workflows, monitor agents’ real-time status, and upload contact information to the database to manage marketing campaigns.

Cons:

  • Some devices are not supported – tablets and iPad.
  • The Operating System doesn’t support iOs and Windows(Phone)

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9. RingCentral (Overall Ratings ⭐4/5, 1 Review)

RingCentral’s contact center platform is one of the most used in the industry for both small businesses and large enterprises. It includes omnichannel customer support with voice, social, SMS, email, and chat support.

RingCentral

Image Source – https://www.ringcentral.com/

Pros:

  • An unlimited number of users based on the plan you select.
  • Fluid solution aimed at supporting remote and on-site workers.
  • Secure PBX services in more than 40 countries.

Cons:

  • Essentials plan offers limited functionality compared to other base offerings.
  • No video conferencing capabilities

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Conclusion

With so many well-reviewed call center options available, think about the specific needs of your organization and find the tool that best aligns with current and future needs. Helplama Helpdesk would be the best option for you. Helplama’s proven expertise in customer support management can help you navigate the challenges of the future cost-effectively. We have a refreshingly different approach: Zero-Risk Guarantee that gives you a full refund if you aren’t satisfied.

Start your free trial now!