The 10 Best Genesys Alternatives & Competitors in 2026

Providing exceptional customer service and support is a key differentiator. 

Not all organizations do what it takes to create a smooth, pleasant experience for customers — even if many of those customers are willing to jump ship after a perceived bad encounter. By using contact center and customer support software, you can elevate your company’s buying experience and boost customer loyalty.

Genesys is a leader in contact center and customer support software, but it isn’t the only option available. Plenty of other solutions offer competitive pricing, advanced functionality, omnichannel support, and easy scalability.

In this article, we’ve gathered the leading alternatives to Genesys to help you find a competitor that checks all the boxes for your organization. But first, let’s explore what you should look for in a cloud call-center solution.

What to look for in a Genesys competitor

What should you consider when exploring Genesys alternatives? Here are some factors that may help you decide if Genesys is the best choice for your business.

• AI-powered automation: Artificial intelligence automation is built into Genesys software to provide support with tasks related to customer engagement and issue routing. While this AI functionality is helpful, consider other areas that could benefit from AI enhancements too, such as customer conversations at scale. Another tool may provide better options.
• Omnichannel customer support: Customers want to talk to businesses through different channels, whether it’s phone, email, web, social media, or SMS. While Genesys does offer omnichannel support, so do many other solutions. Consider whether you want customer conversations to sync across channels so your business can offer support no matter how customers choose to connect.
• Integration with CRM and help desk tools: The seamless sharing of data across business tools is vital for better decision-making and customer engagement. Be sure that any Genesys alternative you choose integrates with your own customer relationship management (CRM), help desk, email marketing, communication, and other tools.
• Cloud scalability: Genesys is a cloud-based solution, which means it can scale easily as your business grows. If you want a solution that evolves with you, consider whether it will be able to meet your needs one to five years from now.
• Ease of implementation: Some solutions have complex setup and implementation processes, while others are ready to use out of the box on day one. Whatever software you choose, make sure you understand the level of IT support it will require and that you’re prepared to provide those resources.
• Flexible pricing: Consider your budget and how it aligns with the features you’re looking for. Genesys has four paid plans ranging from $75 to $240 per user per month, which can make this solution inaccessible for some organizations. If that’s the case, consider a Genesys alternative that offers more flexible pricing tiers.

The 10 best Genesys alternatives

Top 10 Genesys competitors: A quick comparison

1. Jotform AI Agents

Jotform AI Agents are AI-powered customer support assistants that enable organizations to respond to customers anytime, anywhere. You can train these no-code AI agents to complete a range of support and service tasks, like answering questions and booking appointments.

Best for: Customized AI agents for customer service tasks

Developer: Jotform

Limitations: You’ll get the most benefit from Jotform AI Agents by integrating them with your CRM and help desk software.

Key features:

• 7,000+ AI Agent templates, including agents specifically designed for customer support
• Seamless handoff from AI chatbot to human live chat
• Omnichannel support on phone, chatbot, WhatsApp, Messenger, and more

Pros: In addition to providing real-time customer support, Jotform AI Agents also guide users through the form-filling process to capture important customer information.

Cons: Jotform AI Agents do not offer social media support.

Plans/Pricing: Jotform AI Agents are available with a free Starter plan (5 agents) or one of three paid plans: Bronze at $34 per month (25 agents), Silver at $39 per month (50 agents), or Gold at $99 per month (100 agents). Jotform also offers a custom enterprise-level plan for unlimited agents.

G2 rating: 4.4/5

2. Sprinklr Service

Sprinklr Service is an AI-powered customer experience platform that unifies teams and tools. Its customer service suite supports voice, digital, and social media channels, so organizations can provide swift resolutions to customer issues.

Best for: Enhancing customer service productivity

Developer: Sprinklr

Limitations: Sprinklr Service is a complex tool with a large range of features, which can be cumbersome for some organizations to master.

Key features:

• Seamless channel switching without any loss of context
• AI models tailored to specific industries
• AI-based self-serve customer knowledge base

Pros: Sprinklr has three additional suites for social media, marketing, and insights, so organizations can further unify their customer engagement experience.

Cons: Some users would like additional integration of AI tools into Sprinklr to support data analysis.

Plans/Pricing: Sprinklr offers customized pricing for each of its suites. Contact Sprinklr directly for pricing information.

G2 rating: 4.3/5

3. Nextiva

Nextiva is a customer experience platform that enables businesses to engage with customers through a range of channels, such as voice, social media, SMS, messaging apps, video, and more. It delivers end-to-end personalized experiences for customers.

Best for: Competitive pricing for a large selection of features

Developer: Nextiva

Limitations: Nextiva lacks comprehensive management and analytics tools.

Key features:

• Highly reliable and easy-to-use VoIP system
• AI-powered contact center for customer communication with business across channels
• Sentiment analysis of communication for better insights

Pros: Nextiva is quick and easy to implement and scale, unlike some other Genesys alternatives.

Cons: Some users have noted that Nextiva’s customer service is lacking and there aren’t enough self-service resources.

Plans/Pricing: Nextiva offers three paid plans serving a range of small businesses from startups to larger teams: Core (for small teams) at $15 per user per month, Engage (for growing teams) at $25 per user per month, and Power Suite CX (for sales and service teams) at $75 per user per month. There are also three enterprise-level plans with usage-based pricing starting from $75 per agent per month.

G2 rating: 4.5/5

4. Talkdesk

Talkdesk is a cloud contact center software powered by agentic AI. Tailored to a range of industries — including finance, retail, healthcare, and transportation —  Talkdesk integrates with numerous business tools for seamless data sharing across the customer journey.

Best for: Industry-specific AI

Developer: Talkdesk

Limitations: Talkdesk doesn’t have support for some social media channels.

Key features:

• Effortless automation for AI agents and virtual agents to serve customers at scale
• Omnichannel engagement that maintains context for each conversation
• Personalized workspace with unified information

Pros: Talkdesk is fully customizable with no-code and low-code features.

Cons: Some users have experienced technical issues with the platform that impact customer engagement.

Plans/Pricing: Talkdesk offers a number of pricing plans based on different industry and product suites. Plans range from $85 to $225 per month.

G2 rating: 4.4/5

5. Zendesk for Customer Service

Zendesk for Customer Service is an AI-powered customer support solution that enables businesses to offer fast, personalized engagements. It has omnichannel support for voice, email, messaging, live chat, and more.

Best for: Customer support ticketing

Developer: Zendesk

Limitations: Zendesk requires time and resources for setup, implementation, and user training.

Key features:

• AI agents that automate 80 percent of customer interactions
• Centralized workspace containing context for any customer conversation
• Proactive messaging and outbound notifications to drive customer engagement

Pros: Zendesk has the ability to automate workflows such as assigning support tickets and sending customer responses.

Cons: Some users have noted long resolution times for issues on the part of Zendesk’s customer support.

Plans/Pricing: Zendesk has three paid plans: Support Team at $19 per agent per month, Suite Team at $55 per agent per month, and Suite Professional at $115 per agent per month. Zendesk also offers a custom enterprise-level plan called Suite Enterprise from $169 per agent per month. A free trial is available.

G2 rating: 4.3/5

6. CloudTalk

CloudTalk is AI call center software powered by a multi-carrier network for wide global reach. It ensures that customers can reach businesses no matter where they are to resolve issues with ease.

Best for: Customer support via voice

Developer: CloudTalk

Limitations: While it has human-sounding voice agents, CloudTalk doesn’t have AI agents to automate other administrative customer support tasks.

Key features:

• Effortless and accurate call routing
• 160+ local calling numbers
• AI-powered analytics and conversation insights

Pros: CloudTalk offers multichannel support on voice, messaging, and WhatsApp.

Cons: Some users have noted issues with the performance of CloudTalk, such as calls being dropped unexpectedly.

Plans/Pricing: CloudTalk offers three paid plans — Lite at $19 per user per month, Essential at $29 per user per month, and Expert at $49 per user per month — as well as a custom enterprise-level plan. A free trial is also available. 

G2 rating: 4.4/5

7. Five9

Five9 is an intelligent customer experience platform that enables organizations to offer hyper-personalized customer service at scale while maintaining a human touch. It supports a range of channels including voice, text, social, messaging, chat, video, and more.

Best for: Enterprise contact center management

Developer: Five9

Limitations: Five9 comes with a higher price tag that may be out of reach for most small and medium-sized businesses.

Key features:

• Advanced voice quality across the globe
• AI agents that enable context-aware customer conversations
• Generative AI-powered actionable insights based on customer engagements

Pros: In addition to customer engagement, Five9 has a number of employee engagement tools to help maximize productivity while delivering a great employee experience.

Cons: Some users have found the features to be siloed, making it difficult to manage users from a single dashboard.

Plans/Pricing: Five9 offers  five pricing tiers: the Digital and Core plans at $119 per seat per month and $159 per seat per month, and the Plus, Pro, and Enterprise plans with flexible pricing.

G2 rating: 4.1/5

8. NiCE CXone Mpower

NiCE CXone Mpower offers AI customer service solutions at scale in three key areas: workflows, agents, and knowledge. With this versatile tool, organizations can automate customer service workflows, increase agent productivity, and centralize data and knowledge.

Best for: End-to-end customer service automation

Developer: NiCE

Limitations: NiCE CXone Mpower may have more features — and a higher degree of complexity — than most small businesses need.

Key features:

• Centralized workflows for customer service, enabling seamless operations
• Human and AI agent orchestration to enhance results
• AI-driven insights backed by company knowledge

Pros: NiCE CXone Mpower focuses on providing customers with self-serve tools so that agents can prioritize larger issues.

Cons: Some users have noted a lack of documentation and training for certain features.

Plans/Pricing: NiCE CXone Mpower touts customer-friendly pricing and offers five packages: the Omnichannel Suite at $110 per agent per month, the Essential Suite at $135 per agent per month, the Core Suite at $169 per agent per month, the Complete Suite at $209 per agent per month, and the Ultimate Suite at $249 per agent per month. The platform also offers industry-specific packages for banking, government, healthcare, insurance, and retail, all starting at $249 per agent per month.

G2 rating: 4.3/5

9. Aircall

Aircall is an integrated customer communications and intelligence platform, offering virtual agents, AI-driven analytics, and automated workflows. With Aircall, organizations and call centers can engage customers over voice, messaging, and WhatsApp.

Best for: Phone- and messaging-based customer support

Developer: Aircall

Limitations: Aircall does not have solutions for social media, email, or other channels.

Key features:

• AI-powered context for each engagement to help resolve issues faster
• Automated syncing of customer details across tools
• AI and CRM integrations for seamless data sharing

Pros: Aircall is easy to use and doesn’t have a steep learning curve, unlike some Genesys competitors.

Cons: Some users have noted performance issues and bugs that impact productivity and customer engagement.

Plans/Pricing: Aircall offers two plans for three or more users: the Essentials plan at $30 per license per month and the Professional plan at $50 per license per month. The company also offers a Custom plan with flexible pricing for 25 or more users. Some features, such as AI agents, can be added on for an additional cost. A free trial is available as well.

G2 rating: 4.4/5

10. Intercom

Intercom is an AI-first platform delivering human-quality customer service courtesy of AI agent Fin. With Fin, organizations can automate frontline support and provide exceptional experiences across messaging, social media, and phone.

Best for: AI-enhanced productivity

Developer: Intercom

Limitations: Intercom has limited customization options for certain features, such as email campaigns.

Key features:

• Personal AI assistants for higher productivity
• Comprehensive training and guidance for all AI tools
• Centralized hub to connect teams, support tickets, data, and more

Pros: The visually appealing user interface is easy to learn.

Cons: Some users note that the advanced automations and AI features require extra training and implementation time.

Plans/Pricing: Intercom’s three paid plans include the Fin AI Agent. The Essential plan is $29 per seat per month, the Advanced plan is $85 per seat per month, and the Expert plan is $132 per seat per month. Each Fin resolution costs an additional $0.99. Companies with their own help desk can also add Fin for the same cost of $0.99 per resolution with a minimum of 50 resolutions per month. A 14-day free trial is available for all plans

G2 rating:4.5/5

Which Genesys alternative will you choose?

Our look at Genesys competitors includes everything from cloud call-center solutions to AI-powered customer support tools that serve multiple channels.

So how will you decide which Genesys alternative to go with? Start by considering your key customer pain points and how each solution can help solve those day-to-day problems.

For example, if your customers are spread out across the world and need a way to reach you via phone, your best option may be Aircall or CloudTalk. If you’re looking for a comprehensive customer support suite that unifies your teams, look into Zendesk, Sprinklr, or Intercom. For those who want to customize AI agents for different customer service workflows, Jotform AI Agents may be the best choice. 

Take advantage of the free trials and free plans available and explore what each solution has to offer.