1:1 comparison · Verified August 27, 2026 Genesys Cloud CX is one of the most established contact center platforms in the market, with deep workforce management, predictive routing and carrier relationships built for large enterprise deployments. Genesys cites The Forrester Wave: Contact Center As A Service Platforms, Q2 2025 on its own pricing page.
Earlier versions of this page also claimed Gartner Magic Quadrant Leader status. We could not verify that from a primary source and have removed it. DialPhone is the smaller mid-market challenger: business phone and contact center on one agreement, published per-agent pricing at three tiers, and AI transcription and agent assist inside those tiers.
The decision maps cleanly to company size and complexity. For 1,000+ seat contact centers with existing Genesys infrastructure, complex WFM requirements, and multi-year procurement cycles, Genesys Cloud CX is a proven fit. For 50-500 seat mid-market contact centers that want a single contract covering both the phone system and the contact center, DialPhone is the lighter-weight option. Neither is the automatic answer.
Every Genesys figure below is taken from the Genesys pricing page and checked on 27 August 2026. Genesys states that usage-based pricing may apply on top of the published seat price.
Side-by-side comparison
| Capability | DialPhone AI Pro | Genesys Cloud CX |
|---|---|---|
| CCaaS entry price | $65/agent/mo (Contact Center Standard) | $75/user/mo (Cloud CX 1, billed annually) |
| CCaaS mid tier | $95/agent/mo (Professional) | $115/user/mo (Cloud CX 2) |
| CCaaS upper tiers | $145/agent/mo (Elite); Enterprise quote-only | $155 (CX 3) and $240 (CX 4) per user/mo |
| Usage on top of seat price | Not published | Genesys states usage-based pricing may apply |
| UCaaS included | ✓ Full phone + SMS + video + fax | Separate product required |
| AI transcription & agent assist | Included in published Contact Center tiers | Native Genesys Cloud AI on all plans; certain features consume Experience tokens |
| AI Receptionist (voice bot) | Smart Virtual Concierge, $59/mo add-on | Genesys Cloud AI voicebot capability; token consumption applies |
| Omnichannel digital channels | ✓ 20+ channels | ✓ 20+ channels |
| Outbound dialer | ✓ Predictive + power | ✓ (stronger at large scale) |
| Workforce management | ✓ Built-in WFM lite | ✓ Deep WFM (Genesys strength) |
| Quality management | ✓ | ✓ (enterprise QM depth) |
| Predictive routing AI | Available in Contact Center tiers | Available; part of the Genesys Cloud AI capability set |
| Salesforce integration | ✓ Native bi-directional | ✓ Native |
| Microsoft Teams integration | Direct Routing; Operator Connect status not publicly confirmed | Via partner / custom |
| HIPAA BAA | BAA offered on Advanced and higher (HIPAA) — a contract, not a certification | ✓ Enterprise terms |
| SOC 2 | Contact DialPhone for current status, scope and documentation (SOC 2) | ✓ |
| PCI DSS | Contact DialPhone for current status, scope and documentation (PCI) | ✓ |
| FedRAMP | Not authorized. Roadmap only (FedRAMP); verify any vendor status in the FedRAMP Marketplace | Verify Genesys’s current status in the FedRAMP Marketplace |
| Published pricing | Standard, Professional and Elite published; Enterprise quote-only | All four Cloud CX tiers published; usage-based charges quoted separately |
| Deployment time (1,000 seats) | Not publicly published; contact DialPhone | Typically 60-180 days |
| Analyst recognition cited by the vendor | None cited | The Forrester Wave: Contact Center As A Service Platforms, Q2 2025 (cited on the Genesys pricing page) |
Pricing comparison
DialPhone Contact Center (published, per agent per month):
- Standard: $65/agent/mo
- Professional: $95/agent/mo
- Elite: $145/agent/mo
- Enterprise: quote-only
- UCaaS seat (Core): $24/user/mo. This is a business-phone seat, not a contact-center agent seat. The like-for-like comparator against Genesys Cloud CX is DialPhone Contact Center from $65/agent/mo.
Genesys Cloud CX (published on genesys.com/pricing, per user per month, billed annually):
- Genesys Cloud CX 1: $75
- Genesys Cloud CX 2: $115
- Genesys Cloud CX 3: $155
- Genesys Cloud CX 4: $240
- AI Experience tokens: 250 named or 350 concurrent per organisation per month included, plus 30 named or 39 concurrent per agent per month
- Genesys states the page is for information only, that prices assume an annual commitment, and that usage-based pricing may apply
200-seat contact center, annual billing
| Configuration | DialPhone | Genesys |
|---|---|---|
| Entry tier | $65 × 200 × 12 = $156,000 (Standard) | $75 × 200 × 12 = $180,000 (CX 1) |
| Mid tier | $95 × 200 × 12 = $228,000 (Professional) | $115 × 200 × 12 = $276,000 (CX 2) |
| Upper tier | $145 × 200 × 12 = $348,000 (Elite) | $155 × 200 × 12 = $372,000 (CX 3) |
| Top published tier | Enterprise: quote-only | $240 × 200 × 12 = $576,000 (CX 4) |
| Business phone for the same 200 agents | +$24/seat on Core, same agreement | Separate product |
These are list-price seat subtotals only. They exclude usage charges, which Genesys explicitly says may apply, AI Experience tokens beyond the included allowance, professional services, telecom fees and taxes. Tier names do not map one to one between the vendors, so compare the feature list you actually need rather than the row position.
AI capabilities
Agent assist and transcription
DialPhone delivers real-time AI transcription, suggested responses and post-call summaries as part of its published Contact Center tiers. Genesys states that all plans are natively enabled with ready-to-use Genesys Cloud AI; certain features draw on Experience tokens, with an allowance included per organisation and per agent and additional tokens purchased beyond that. The difference is metering, not availability.
AI Receptionist / voicebot
DialPhone’s Smart Virtual Concierge handles inbound voice calls end to end, with intent detection, appointment booking, SMS follow-up and English, Spanish and French support. It is a $59 per month add-on, not part of a Contact Center tier. Genesys provides voicebot capability within its native Cloud AI capability set, metered by Experience tokens.
Predictive routing
Both platforms support predictive routing that matches callers to the best-fit agent based on customer history, agent skills, and outcome probability. Genesys has a longer track record here and more configurability for large, complex routing trees. DialPhone’s predictive routing covers common mid-market use cases. Neither vendor publishes comparative accuracy data, so treat this as a capability-depth difference rather than a measured one.
WFM and quality management
Genesys has the deeper WFM product, real-time adherence, forecasting, intraday management, and an integrated quality management suite with 30+ years of development. DialPhone’s built-in WFM lite covers scheduling, time tracking, and basic adherence monitoring. For 1,000+ seat contact centers with complex scheduling requirements, Genesys WFM is hard to match.
Compliance
Do not take a vendor’s compliance landing page as proof of scope. For DialPhone, the SOC 2 report type and service scope, the PCI DSS assessed scope and any ISO 27001 certificate and scope are not published; contact DialPhone for current documentation. DialPhone offers a HIPAA BAA on Advanced and higher, which is a contract rather than a certification, and DialPhone is not FedRAMP authorized. For Genesys, request the current SOC 2 report and PCI attestation under NDA and verify any FedRAMP status directly in the FedRAMP Marketplace rather than from marketing pages, ours included.
Who should pick which
Pick DialPhone if you run a 50-500 seat contact center, want the phone system and the contact center on one agreement, and want a lower entry tier at $65 per agent than Genesys’s $75.
Pick Genesys if you need the depth of Genesys WFM and quality management, want four published tiers to grow through without renegotiating, need analyst recognition for procurement, or are migrating from existing on-premises Genesys infrastructure.
Where DialPhone is weaker: it was founded in 2024, its WFM is lighter than Genesys’s, it publishes no concurrent-user licensing option, and its AI receptionist is a paid add-on rather than part of a Contact Center tier.
Where Genesys is weaker: the published seat price is not the whole bill. Genesys states usage-based pricing may apply, and certain AI features consume Experience tokens beyond the included per-organisation and per-agent allowance, so the run rate depends on how heavily the AI is used.
Run a proof-of-concept if you are in the 200-500 seat range, both platforms are credible at this size and a 30-day parallel pilot on representative traffic is the right way to decide.