Dialpad Contact Center vs Genesys Cloud CX comparison

Dialpad and Genesys are both solutions in the Contact Center Platforms category. Dialpad is ranked #11, while Genesys is ranked #3 with an average rating of 8.6. Dialpad holds a 1.8% mindshare in CCP, compared to Genesys’s 17.4% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution.

Dialpad Contact Center

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Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

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1,202 Comparison Views

100% willing to recommend

Dialpad Contact Center

Genesys Cloud CX

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Executive Summary

We performed a comparison between Dialpad Contact Center and Genesys Cloud CX based on real PeerSpot user reviews.

Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms.

To learn more, read our detailed Contact Center Platforms Report (Updated: August 2025).

Buyer's Guide

Contact Center Platforms

August 2025

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Helped 867,349 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Dialpad Contact Center

Ranking in Contact Center Platforms

11th

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Genesys Cloud CX

Ranking in Contact Center Platforms

3rd

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (5th), Contact Center as a Service (CCaaS) (3rd)

Mindshare comparison

As of September 2025, in the Contact Center Platforms category, the mindshare of Dialpad Contact Center is 1.8%, up from 0.5% compared to the previous year. The mindshare of Genesys Cloud CX is 17.4%, down from 28.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	17.4%
Dialpad Contact Center	1.8%
Other	80.8%

Contact Center Platforms

Featured Reviews

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AB370

Manager, Customer Experience Country (France) at Stellantis

Enhanced customer interaction with integrated CTI improves service operations

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

Computer Software Company

10%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	5

Questions from the Community

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Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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Comparisons

Amazon Connect vs Dialpad Contact Center

Compared 54% of the time

Five9 vs Dialpad Contact Center

Compared 46% of the time

More Dialpad Contact Center Competitors

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 7% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Product Reports

Buyer's Guide

Contact Center Platforms

August 2025

Download Dialpad Contact Center product report

Buyer's Guide

Genesys Cloud CX

September 2025

Download Genesys Cloud CX product report

Also Known As

No data available

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Overview

Our Dialpad Contact Center and Dialpad Sell products or Call Centers give teams more flexibility and many advanced features than Departments. Call Center features include: Flexible routing options. Real-time dashboard and service alerts.

Dialpad

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Sample Customers

Xero, TED, Financial Times, HUGE, Motorola, Quora

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Buyer's Guide

Contact Center Platforms

August 2025

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Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center Platforms. Updated: August 2025.

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