Dialpad Support vs. Genesys Cloud

Deciding on a new business communications platform is no small feat. ​​Since you’re here, we’re going to go ahead and assume Dialpad and Genesys have both made your shortlist.

Well, you’ve come to the right place to help make that decision. We’ve put together this detailed comparison of Dialpad Support and Genesys Cloud.

How are Dialpad and Genesys different?

Both Dialpad Support and Genesys Cloud offer cloud-based contact center platforms that come with a wide range of features that can help businesses improve their contact center operations. That said, while they share many similarities, Dialpad and Genesys differ in several key areas.

Dialpad is an integrated UCaaS + CCaaS solution

Dialpad stands out in the crowd with its fully integrated Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solution. This seamless integration empowers businesses to unify their communication channels, streamlining operations and enhancing customer experiences.

Unlike standalone solutions, Dialpad's integrated platform eliminates silos, enabling agents to leverage insights and resources across the organization. This consolidation not only boosts efficiency but also ensures consistent customer interactions, ultimately driving higher satisfaction rates.

Proprietary AI: The heart of Dialpad Support

• At the core of Dialpad's superiority lies its proprietary AI technology. With over 6 billion minutes of AI deployment and years of refinement, Dialpad's AI goes beyond chatbots and intelligent IVR.

• Dialpad Ai’s accuracy and efficiency revolutionizes call management, from real-time transcription for easy documentation to Ai Recaps that automatically summarizes calls—complete with action items—saving agents valuable time:

• In just five weeks post-launch, Dialpad processed a staggering 110 million Ai Recaps—a testament to its scalability and effectiveness. While competitors are still catching up, Dialpad is setting new standards in AI-powered contact center solutions.

• These recaps can be synced with your CRM, automatically updating your customer profiles and ensuring any agent that touches the file is up-to-speed. All without needing to input any manual notes.

• Dialpad’s Ai can also detect significant keywords and milestones in conversations, such as important questions, competitor mentions, product problems, and sentiment changes, and marks them down in a searchable post-call summary for easy review:

And real-time transcription help document the calls for quick review and future post-mortem analyses:

Driving efficiency and consistency with in-call agent support

Have you ever come up with the perfect thing to say during a conversation–after the conversation was over? That’s something that contact center agents struggle with all the time, except for them there’s more at stake than sounding witty.

Dialpad helps agents find the right things to say while the conversation is still happening through RTA (Real-Time Assist) cards and conversational guidance. These are pop-ups that managers can create to provide instant answers to specific tricky questions, set to trigger when certain keywords or phrases are spoken by customers:

For example, if you have new agents who aren’t familiar with your refund policy, you could create an RTA card with notes on how refunds work, and set it to trigger whenever “refund” or “money back” is spoken on a call. This way, supervisors don’t have to personally coach on every call, but agents can still get the information they need to promptly answer questions.

The benefits? Here are just a few:

• Higher retention rate: In an industry that’s plagued by high turnover rate (~25%), real-time guidance can be a game-changer in agent satisfaction and performance.

• Speed of onboarding: New agents can hit the ground running with the tools they need to be functional right away.

• Consistency of responses: Your customers get the same answer regardless of who they call, and also if they call back.

• Better, more accurate answers: Leading to higher customer satisfaction.

In-the-moment decision-making with live sentiment analysis

Post-call analyses are useful, but are often too little too late for the customer whose needs weren’t met. They’re also too late for the agent who is now disappointed because they didn’t handle a call properly. A supervisor could shadow the agent and offer feedback live as the call is happening, but can you imagine having to do that for every agent on the team? Unless the supervisor can clone themselves, it isn’t going to happen.

That’s where Dialpad’s live sentiment analysis saves the day. As calls run, Dialpad’s advanced AI analyzes the call in real time, giving us clues as to the customer’s emotional state, and passes this data along to a supervisor’s dashboard:

By identifying calls that need immediate attention, supervisors can intervene proactively, ensuring customer needs are met in the moment. Additionally, Dialpad's dashboard surfaces call purpose alongside sentiment, enabling supervisors to prioritize interventions accordingly. This real-time AI-driven support empowers supervisors to monitor multiple agents simultaneously, fostering a culture of continuous improvement and delivering exceptional customer experiences.

Supervisors can now monitor the calls of multiple agents at the same time, and be notified whenever a customer’s sentiment drops into the red with a real-time alert via Dialbot. This is just one example of the benefit of having your UCaaS and CCaaS tools consolidated into an integrated platform.

Supervisors can then open up the real-time transcript on that call to get more details before deciding if they need to join the call. Or, privately communicate with the agent and coach them as to the best course of action. Which brings us to another point: with team messaging built into the same platform you speak to customers with, agents can access experts company-wide from a single pane of glass—even outside of the contact center (e.g., someone from marketing or product)—to help them when needed.

And when speaking with customers, Dialpad Ai’s conversational guidance notifies agents when they’re talking too fast, not listening enough, or using too many “umms” or other pauses:

Ease of deployment: Cloud-native and user-friendly

Built with cloud-native architecture, Dialpad ensures a seamless deployment experience. With support from industry leader Google, Dialpad offers unparalleled security and scalability.

Its microservices architecture enables weekly updates and continuous deployment, keeping the platform agile and responsive to evolving business needs.

Employees can deploy Dialpad across all devices in minutes, minimizing downtime and reducing reliance on IT support.

This user-centric approach not only enhances productivity but also drives cost savings, as you don’t have to waste days or weeks conducting extensive training for employees and IT staff. Nor do you have to assign significant resources to the roll out; employees can do it themselves with minimal instruction.

Depth of unified communications

The term “unified communications” has been a buzzword for so long that it’s a surprise to encounter a solution that actually delivers on this premise.

Dialpad is a true unified communications platform that combines call functionality, instant and text messaging, and video meeting capabilities. It’s a full-suite cloud-optimized solution that lets contact centers of any size handle all internal and external communications, across both voice and digital channels.

Best of all? All call controls are available from a single app, which works on all the devices your organization is currently using, including Windows desktop, iOS, Android, and even web browsers. This drastically reduces adoption time and costs and increases its scalability across different company departments and locations.

Quality of customer support

We don’t want to toot our own horn (actually, we totally do), but Dialpad won a Stevie® award for excellent sales and customer service.

Our team is here to help at any time of the day through multiple channels:

• Live chat

• Phone support

• Detailed Help Center articles

• Multiple training options: in-person, webinar, documentation

Don't just take our word for it though:

Leader in every core category: