Genesys is the seasoned veteran, known for its robust feature set, advanced AI capabilities, and enterprise-grade solutions. Voiso, meanwhile, is the agile newcomer, offering intuitive tools, seamless setup, and a focus on empowering teams with actionable insights.
In this comparison, we’ll explore how these platforms measure up across key areas: customer support, security and compliance, standout features, and the types of businesses they’re best suited for. Whether you’re running a large-scale enterprise or a growing team that needs cutting-edge tools without the complexity, we’ll help you figure out which solution checks all the right boxes. Let’s dive in!
Key Features
| Feature | Voiso | Genesys | Notes |
| Omnichannel support | ✅ | ✅ | Genesys excels with broad omnichannel capabilities; Voiso covers key channels well. |
| Predictive dialer | ✅ | ✅ | Both offer predictive dialing, though Genesys provides more advanced AI-driven dialing. |
| Speech analytics | ✅ | ✅ | Both platforms include speech analytics; Genesys offers deeper AI-powered insights. |
| Sentiment analysis | ✅ | ✅ | Sentiment analysis is available on both, with Genesys providing more granular detail. |
| Global number coverage | ✅ | ✅ | Both support extensive global number coverage for international businesses. |
| Pay-as-you-go pricing | ❌ | ❌ | Neither typically offers pay-as-you-go; both use subscription or enterprise pricing. |
| Custom API integrations | ✅ | ✅ | Both provide APIs for custom integrations. |
| CRM integrations | ✅ | ✅ | Both integrate with popular CRMs. |
| Call recording | ✅ | ✅ | Both offer call recording functionalities. |
| Workforce engagement tools | ❌ | ✅ | Genesys offers a more comprehensive suite for workforce management. |
| Detailed call analytics | ✅ | ✅ | Detailed analytics available on both; Genesys has more extensive reporting options. |
| Dedicated onboarding support | ✅ | ❌ | Voiso provides dedicated onboarding specialists; Genesys relies more on general support. |
| 99.9% uptime guarantee | ✅ | ✅ | Both platforms promise high reliability and uptime. |
| Customizable dashboards | ✅ | ✅ | Both offer customizable dashboards for monitoring and reporting. |
| Interactive voice response (IVR) | ✅ | ✅ | IVR is a standard feature on both platforms. |
| Local compliance (GDPR, etc) | ✅ | ✅ | Both comply with GDPR and other relevant regulations. |
| Third-party app marketplace | ❌ | ✅ | Genesys has a larger marketplace, but Voiso supports key third-party integrations. |
Pricing
Voiso
| Plan | Price | Includes |
| Start-up | $49/user/month |
|
| Pro | $79/user/month | Everything in Start-up, plus:
|
| Pro+ | $129/user/month | Includes everything in Pro, plus:
|
| Custom | Contact sales for a custom quote | All the features you need, plus:
|
Genesys
| Plan | Price (per user/month) | Includes |
| Genesys Cloud CX 1 | $75 | Voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified comms, interaction and screen recording, virtual agents, native voicebot, predictive routing, agent copilot, speech and text analytics, supervisor copilot, and virtual supervisor. |
| Genesys Cloud CX 2 | $115 | Digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified comms, QA and compliance, knowledge, agent copilot, virtual agents, native bots, predictive engagement and routing, social listening and engagement, speech and text analytics, supervisor copilot, and virtual supervisor. |
| Genesys Cloud CX 3 | $155 | Digital channels, voice channel, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified comms, employee performance, workforce management, QA and compliance, knowledge, forecasting and scheduling, speech and text analytics, virtual agents, native bots, predictive engagement and routing, social listening and engagement, supervisor copilot, and virtual supervisor. |
| Genesys Cloud CX 4 | $240 | Everything in 3, plus 30 AI experience tokens per agent, and journey management. |
Who Has Better Customer Support?
Voiso
Voiso makes support a priority with 24/7 live chat and email assistance, ensuring you’re never left hanging. Its dedicated onboarding specialists guide you through the setup process and provide ongoing help; particularly valuable for teams navigating new tools or large call volumes. Voiso’s support feels personal and proactive, designed to empower your team to get the most out of the platform.
Genesys
Genesys, as an enterprise-focused solution, offers extensive support options, including phone, email, and live chat, along with a vast library of documentation and resources. For businesses willing to invest, premium support tiers provide access to advanced troubleshooting and technical guidance. But, Genesys lacks Voiso’s hands-on onboarding approach, which could leave smaller teams needing to rely heavily on internal resources for implementation.
Verdict
For teams seeking round-the-clock, tailored support, Voiso is the better option. But if you value a wealth of self-service resources and have an in-house IT team to handle the setup, Genesys provides a solid support structure.
Integrations
| Integration | Voiso | Genesys |
| CRM platforms | Salesforce, HubSpot, Zoho CRM | Salesforce, Zendesk Sell, Oracle CX, Microsoft Dynamics 365 |
| Helpdesk tools | Zendesk, Freshdesk | ServiceNow, Freshdesk, Zendesk Support |
| Communication tools | Slack, WhatsApp, Facebook Messenger, Telegram, Instagram DM | Slack, Zoom, Microsoft Teams |
| Marketing & automation | Zapier, Make.com, Facebook Lead Ads, Lemlist, ActiveCampaign, Gmail, Google Calendar | Marketo, HubSpot, Salesforce Marketing Cloud |
| Custom integration tools | Webhooks, Developer tools | Google Cloud Functions, Genesys Cloud CX APIs, MuleSoft Anypoint Platform |
| Other | Chrome Extension (click-to-call/SMS), Amazon S3, Amazon SQS | Google Analytics, Workday, Twilio |
Pros And Cons
| Pro/con | Voiso | Genesys |
| Pros |
|
|
| Cons |
|
|
Use Cases
Voiso
Voiso is perfect for teams managing high call volumes, such as sales and customer support departments, that need advanced tools like predictive dialers and speech analytics. It’s particularly well-suited for businesses looking for an affordable yet scalable solution with straightforward setup and intuitive features. Whether you’re a startup or a mid-size business, Voiso helps you optimize operations without overwhelming your team with unnecessary complexity.
Genesys
Genesys shines in large-scale, enterprise-level environments where omnichannel communication, AI-powered insights, and complex workflows are essential. It’s ideal for businesses that need extensive customization, global scalability, and integration with a wide range of tools. If you’re managing thousands of customer interactions daily across multiple regions and channels, Genesys offers the power and flexibility to handle it all seamlessly.
Security & Compliance
Voiso
Voiso prioritizes security with advanced encryption protocols, ensuring that call data and customer information remain protected at all times. It’s compliant with international standards like GDPR, making it a reliable choice for businesses operating globally, and its commitment to security extends to its tools, with features designed to minimize risks while maintaining high performance.
Genesys
Genesys is a heavyweight when it comes to enterprise-grade security, offering advanced encryption, compliance with standards like GDPR and PCI DSS, and extensive tools for monitoring and managing data privacy. For industries like healthcare or finance, Genesys provides the level of security necessary to meet strict regulatory requirements.
Verdict
Both platforms excel in security and compliance, but Genesys has a slight edge for enterprises needing to meet the strictest regulatory standards, while Voiso remains an excellent choice for teams prioritizing strong, everyday security.
Making The Final Choice: Which One is Right for You?
Deciding between Genesys and Voiso comes down to your specific needs and resources. For smaller teams or mid-size businesses looking for an affordable, feature-rich platform with quick setup and easy scalability, Voiso is the perfect fit. Its hands-on support and intuitive tools make it a go-to solution for optimizing efficiency without complexity.
If you’re an enterprise with global operations, complex workflows, and a need for cutting-edge AI and omnichannel capabilities, Genesys is hard to beat. Its top-tier security and advanced features cater to businesses that demand enterprise-grade solutions.
Ultimately, the right choice depends on whether you need Voiso’s simplicity and affordability or Genesys’s depth and scalability. Either way, both platforms are designed to help your business thrive.
Reach out to us today to discover how our cloud-based contact center software can revolutionize your business, and make your life so much easier.
FAQs
Which platform is easier to set up for a small or mid-size team?
Voiso is easier to set up with its user-friendly interface and dedicated onboarding support, while Genesys requires more technical expertise for implementation.
How do the pricing models differ between Voiso and Genesys?
Voiso offers straightforward subscription pricing, whereas Genesys employs a tiered model with higher costs tailored to large enterprises.
Which one offers more robust call center and dialer features?
Voiso leads with advanced tools like predictive dialers, while Genesys focuses on omnichannel and AI-driven communication.
How do they compare in terms of scalability for growing teams?
Genesys is ideal for large-scale, complex operations, while Voiso scales efficiently for small to mid-size teams without overwhelming complexity.
Is Voiso better than Genesys?
Voiso is better for smaller teams seeking simplicity, but Genesys is superior for enterprises needing advanced capabilities.
How do I decide which one is best for my business needs?
Choose Voiso for intuitive tools and affordability, or Genesys for deep customization and enterprise-level functionality.
