Choosing a cloud-based call center solution for your business is a time-consuming process. That’s why we’ve taken the time to sift through all the Genesys alternatives for you. We’ve ranked and rated them so you can find the provider that best fits your business needs.
What Is Genesys?
Genesys is a cloud-based contact center as a service (CCaaS) solution. Its features include AI, voice, analytics, and workforce management. But the features come at a price and put Genesys into a higher price category compared to its competitors, starting at a monthly rate of $75 for the entry-level package.
Why Should You Look for a Genesys Alternative?
What works for one business might not be the best fit for you. Here are a few questions to ask yourself if you’re wondering whether it’s worth looking into a Genesys alternative:
Does your business have a global market?
Many Genesys alternatives offer unlimited international calling. If your business relies on communicating with clients worldwide, Genesys can quickly become very expensive. Both domestic and international rates are based on usage at Genesys, which adds up quickly.
Does your team rely heavily on mobile use?
The mobile version of Genesys Cloud doesn’t include all the functionalities of the desktop version. Remote teams that prefer a mobile-friendly cloud-based call center solution won’t get what they need from Genesys.
Do you need an affordable solution?
Genesys doesn’t offer an affordable small business solution that caters to your needs. Generally, Genesys caters to larger teams with bigger budgets.
The Top 5 Features of Any Genesys Alternative
When choosing a Genesys alternative, chances are that you’re looking for something more affordable and better equipped to meet your small business needs.
Picking any old alternative won’t do, so to get started, focus on a few top features that each Genesys alternative should include.
Call quality and standard phone features are a must-have. Core call features should boost productivity and maintain the quality of your internal and external calls. Essential phone features include toll-free numbers, a virtual call center, international numbers, voicemail, call conferencing, and interactive voice response (IVR).
If your business is considering a cloud-based communication solution, it should consider the entire company. Collaboration features are key to boosting efficiency and productivity. Key collaboration features for any Genesys alternative should include shared contacts, warm transfer, shared call inbox, and call commenting and assignments.
The number of features might look good, but how do they translate into a team’s productivity? Key productivity features that should be part of your Genesys alternative include desktop notifications, ring-on speakers, click-to-dial, forward-to-phone, CRM integrations, a mobile app that’s just as good as the desktop option, a power dialer, call tags, and disposition codes.
Integrations are a deciding factor when it comes to choosing the right Genesys alternative. Each integration should add value to your business processes. The best integrations should include a one-click set-up, webhooks and API, computer telephony integration (CTI), contact synchronization, and insight cards.
When it comes to the success of a cloud-based phone system, success is in the details. Analytical features are what distinguish the best cloud-based phone system providers from the rest.
Keeping track of real-time data improves the performance of your team and their workflows. This helps your team achieve optimal results everywhere in your business. Key analytics features include call center analytics, call monitoring software, activity feed, and call whispering.
The 5 Best Genesys Alternatives for Your Business
Rank and rate the top Genesys alternatives and find the right fit for your business. This comparison table of the top alternatives takes into account pricing, integrations, and features to ensure you have all the information you need to make the right choice.
Number of Entry-Level Integrations: 100+
Entry-Level Features: Unlimited inbound calls, business hours, IVR, queue callback, assign and comment on calls, tags, basic analytics, and 50+ additional features on the Essentials plan alone
Rating: 4.3 stars
Pricing: $30 per user per month
Number of Entry-Level Integrations: 2
Entry-Level Features: Unlimited voice and video calling, voicemail, toll-free numbers, unlimited internet fax
Rating: 4.4 stars
Pricing: Starting from $25.95 per user per month
Number of Entry-Level Integrations: 2
Entry-Level Features: Web and chat support; unlimited video meetings; call and voicemail transcription; unlimited calling, SMS, and MMS
Rating: 4.4 stars
Pricing: Starting from $23 per user per month
Number of Entry-Level Integrations: None of the business tools RingCentral integrates with are available on its Essentials plan
Entry-Level Features: Document sharing, voicemail-to-text, team messaging, business phone or toll-free numbers
Rating: 3.9 stars
Pricing: Starting from $19.99 per user per month
Number of Entry-Level Integrations: None of the 60 integrations that 8×8 offers are available on its Express plan.
Entry-Level Features: Basic auto-attendant; unified mobile, desktop, and web app; team messaging; voicemail; unlimited calling in the U.S. and Canada
Rating: 4.1 stars
Pricing: Starting from $15 per user per month
Now that we have all the information in front of us, we can start looking at which provider is the best alternative to Genesys.
Each alternative has options for integrations. Genesys offers a small number of integration options on its basic package. But Aircall has over 100 integrations that are available to all customers—no matter which package they have. Aircall has the most extensive offering compared to all the alternatives listed.
This means that you can easily track metrics and manage your team from one platform, saving you time and money.
Genesys has a complicated feature offering, as it offers build-it-yourself plans that put the burden of selection on the customer. If you’re looking for a highly customizable plan and your budget can withstand unforeseen costs, then this is the provider for you.
But if you’re looking for a provider with set plans that show you everything that you’ll get and how much it’s going to cost you at a glance, then you might want to opt for an alternative.
Aircall is a one-stop solution because in-house support and training are available to all clients, no matter which package they’re on. Plus, because of the many integrations that are available with Aircall, it’s easy to scale as your business evolves.
Aircall’s basic package starts at $30 per month per user and includes 100+ integrations, in-house support, and training at no extra cost to you. Aircall offers the best value for money compared to the other Genesys alternatives.
In Case You Need More Convincing… 7 More Reasons Aircall Is the Best Choice
At Aircall, we put the power of conversation into our cloud-based calling software solution. Aircall’s customer-centric call center solution helps businesses create great customer experiences.
Coach team members with confidence and ease
Coach your team through live monitoring and coaching tools such as call whispering. This standout Aircall feature allows team members and management to comment and provide live feedback on calls without the customer overhearing. Each team member can tap into on-demand support whenever they need it.
Help your team collaborate more effectively
Aircall offers collaboration tools to make sure there is continuity and collaboration in all processes. This includes warm transfers that allow team members to communicate with each other before transferring a call. Call commenting and assignments make sure that the entire team is up to date on each task.
Blow domestic and international calls out of the water
Aircall provides easy-to-create local inbound and outbound toll-free numbers in your area code or in the area code where your business operates. Aircall enables you to claim domestic and international numbers for over 100 countries.
Customize your system settings
We understand that business needs change daily. That’s why we provide real-time modifications that allow you to update your system settings at any time and add new numbers and users with a simple click. Our one-click CTI allows users to customize workflows and boost productivity.
Boost performance with peak productivity
Aircall’s productivity settings allow teams to maximize productivity through easy and efficient workflow management. Custom filters help team members find specific tasks and calls within seconds. With desktop notifications, your team stays updated and informed.
Increase team growth and productivity with real-time analytics that are easy to read and monitor through a live activity feed and intuitive dashboard. You can use in-depth call data to mitigate any gaps within your internal business processes and boost call metrics.
Aircall’s integration partners
All 100+ of Aircall’s integration partners are selected to maximize the efficiency and efficacy of your call center. Our easy-to-use webhooks & API enable you to customize our software and link it to your existing tech stack. We also help you mitigate the redundant task of contact building through contact synchronization via Google Apps, CRM, or PieSync imports.
Give Aircall a Try
At Aircall, we don’t just provide a quick fix. Rather, Aircall is a sustainable solution that partners with your business through support, engagement, and the power of connection.
But you don’t have to take our word for it —the best way to know for sure is to try us for yourself.
Start your 7-day free trial and put our top features to the test.
Published on October 12, 2023.