Contact Center Comparisons

Dialpad vs Genesys Cloud

There are a number of factors you’ll want to consider when choosing your contact center solutions. Comparing each vendor can be time-consuming and confusing, but the platform you choose can empower your agents to provide customers with excellent service and keep satisfaction high. We’ve helped simplify the process by creating some quick guides on different contact center software providers. Here’s an overview of how Dialpad compares to Genesys Cloud.

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Dialpad and Genesys Cloud both offer contact center platforms built on the cloud for scalability, ease of delivery, security, and efficiency. However, while they offer many similar features, there are some key differences between the two that set them apart.

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Easy Deployment

Dialpad was born in the cloud, so getting started is as easy as downloading the app and logging in with your email. You can deploy Dialpad across all your devices in minutes to save time and keep your IT department freed up.

Genesys migrated its original system to the cloud so that it can be accessed through the internet and downloaded onto devices. The higher-end offerings are expensive, require weeks of training to manage, and the sales/deployment process can be a lengthy task.

Unified Communications

Dialpad combines unified communications, collaboration, messaging, and video capabilities with the contact center platform for a full suite solution.

Genesys Cloud is focused on contact centers, but does not integrate unified communications to the same extent.

Unified Controls

All call controls are available from a single app, which works on all of the devices you already use, and reduces learning time.

Uses a single desktop interface with a dashboard for all contact center tools.

Integrations

Dialpad integrates with CRM platforms such as Salesforce and Zendesk, allowing agents to access customer information on every call. Dialpad also integrates with platforms like G Suite, Office 365, Slack, and more.

Genesys Cloud integrates with CRM tools like Salesforce to handle calls and maintain context during the call.

Scalability

Dialpad leverages the Google Cloud platform’s autoscaling capability to quickly add new agents or remove accounts as needed.

Genesys Cloud uses autoscaling to add or remove resources as needed.

AI Support

Dialpad uses AI-powered Voice Intelligence (Vi) to automatically transcribe calls and analyze them for sentiments, questions, and more. Vi also provides notes, insights, and highlighted action items after each call.

Genesys Cloud uses speech-enabled IVR, Voicebots, and AI-powered chatbots to assist customers.

Call Center Analytics

Dialpad offers real-time metrics to highlight key information, such as average speed to answer, agent availability, your contact center’s busiest times, and more. All information is organized using a clean and easy-to-understand analytics dashboard.

Genesys Cloud provides real-time analytics, customer journey tracking, and custom dashboards across teams and channels that you can configure with parameters and filters.

Customer Insights

Dialpad’s Vi provides insights into customer sentiment in real-time during the call. Your agents will receive real-time guidance based on insight analysis to help ensure every customer ends the call satisfied.

Genesys Cloud uses AI to predict customer intent and match them with agents or address issues with AI bots.

Real-Time Coaching

Dialpad provides real-time assistance through analysis, helpful pop-up reminders, and cards that provide coaching and information during the call.

Genesys Cloud uses automated coaching, and supervisors can schedule training and feedback sessions.

Multiple Channel Interaction

Dialpad lets contact centers connect all the channels their teams use for customer support - voice calling, video conferencing, messaging, and more. Customer information is passed through each channel to ensure all the information is there no matter how the customer is reaching you.

Genesys Cloud includes video, softphone screen sharing, chat, and document management in a single application

Security

Dialpad is SOC2 Type II compliant, GDPR compliant, Privacy Shield compliant, is a member of the Cloud Security Alliance, and is HIPAA compliant. The platform is fully encrypted to protect data in transit and at rest.

Genesys Cloud uses TLS encryption and the 256-bit AES algorithm. It’s compliant with PCI, HIPAA, GDPR, and other industry-specific regulations.

Unified Communications

Dialpad offers a unified communications platform that combines voice, video, messaging, and more with a Contact Center as a Service (CCaaS) solution. This brings high-quality communications features to the contact center, complete with all the ease of use and features of a unified communication solution for an even smoother, more efficient contact center experience. Dialpad can be used for internal communications and contact center communications alike, even enabling employees to seamlessly switch to being contact center agents while on a single platform. Genesys Cloud is focused on contact centers, so it does not bring the same full suite of unified communications tools.

AI, Insights, and Real-Time Coaching

Dialpad offers AI-powered Voice Intelligence (Vi), providing real-time transcriptions, analysis, and insights into every call. Vi offers coaching during the call, including tips for contact center agents and information pertinent to the caller’s questions.

Contact center managers can set up Real-Time Assist cards to help with training and ensure agents have the information they need when they need it. After the call, Vi provides transcriptions with action items highlighted and information sorted. Vi empowers businesses and employees to be more productive, focused, and organized with every call.

Unified Interface

How much time do your employees spend switching between disparate systems? Using multiple systems to handle calls, messaging, video conferences, and so forth can get confusing and unwieldy. A single, unified interface that encompasses all your contact center’s communications can improve productivity and eliminate sources of confusion while reducing costs that would otherwise go towards multiple systems. Your contact center tools will all be available in one place, with familiar and easy-to-understand controls that make communication easy and efficient.

Predictable Pricing

Dialpad provides much lower TCO (total cost of ownership) from unified Inbound and Outbound customer engagement and telephony — all in an AI-powered application to handle your business communications, calling queues, and coaching.

Dialpad dramatically reduces your IT and admin costs, with cloud deployment and self-configuration in minutes, enabling anywhere access, AI, and team coaching for agents and supervisors, even on mobile apps.

Dialpad offers predictable pricing based on how many agents you have. There are no other hidden fees - everything is included, such as AI and recording. This helps companies of all sizes scale to the size they need while staying within their budget, with no surprises. Genesys Cloud offers three plans charged on a monthly or hourly basis per user, billed annually.

Learn more about Dialpad’s contact center system.