Daktela Contact Center vs Genesys Cloud CX
Daktela Contact Center
daktela.com
Genesys Cloud CX
genesys.comSide by side
| Figure | Daktela Contact Center | Genesys Cloud CX |
|---|---|---|
| Price from | €12/mo | $75/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 10 | 4 |
| Spec score · Omnichannel Contact Center Software | 8.8 (#5) | 9.1 (#3) |
| Spec score · Call Center Software | 8.6 (#21) | 9.3 (#1) |
| Spec score · Call & Contact Center Software | 8.7 (#5) | 9.0 (#3) |
| Spec score · Contact Center Software | 8.7 (#9) | 9.0 (#4) |
| Spec score · Contact Center as a Service - Midmarket Software | 8.7 (#8) | 9.0 (#3) |
| Founded | 2005 | Gartner lists Genesys as founded in 1990. |
| Free plan | No | No |
| Headquarters | Prague, Czech Republic | Menlo Park, California, United States |
| Integrations | Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, with REST API and multiple SDKs. | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. |
Plans
Daktela Contact Center
- Voice€30 a month
- Email€30 a month
- Webchat€15 a month
- SMS€12 a month
- Social€25 a month
- Voice + Email€50 a month
- Voice + Email + Webchat€62 a month
- All channels · Omnichannel€86 a month
- Voicebot Lite€200 a month
- Voicebot Advanced€600 a month
Genesys Cloud CX
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
In their own words
Daktela Contact Center
Daktela Contact Center is an AI-powered customer service platform that brings voice calls, live chat, email and social media together. Its chatbot, voicebot and email bot automate customer conversations and can hand them off to live agents when needed. Listed tools include a helpdesk, reports and analytics, a real-time panel, QA reviews and a knowledge base. The Android and iOS mobile app provides access to ticketing, CRM, calls, chats and real-time information; desktop phone clients are available through the Microsoft Store and Apple Store. Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, alongside a REST API, multiple SDKs and an MCP server with read-only data access. It says its cloud spans two Prague data centres, with backups running three times daily, and that it complies with GDPR and ISO 27001. Every license includes 24/7 technical support in the customer's local language. A 14-day trial with access to all features and no commitment is offered. The listed SMS plan is €12 a month per user; pricing terms vary by license type.
Genesys Cloud CX
Genesys Cloud CX is a contact-center platform for voice and digital customer service. Its listed functions include inbound calling, outbound campaigns, IVR, skill-based routing, workforce management and team collaboration. Plan capabilities vary: the first tier focuses on voice, while higher plans add digital channels, omnichannel routing, quality assurance and compliance, knowledge, Agent Copilot, workforce management or predictive routing. The fourth plan includes 30 AI Experience tokens per named agent. The platform supports AI agents and guardrails governed across the service, and associate experience is available for workspace and mobile. It connects with Salesforce, ServiceNow, AppFoundry and open APIs, and runs on web, Windows, macOS, iOS and Android. Genesys describes its security, compliance and governance as enterprise-grade, but the supplied details do not specify encryption or particular certifications. Prices are based on an annual commitment, and usage-based pricing may apply. Genesys Cloud CX 1 costs $75 a month billed annually; the listed plans rise to 115.00, 155.00 and $240 a month billed annually. Support includes a ticket portal, knowledge network and phone representatives Monday–Friday, 8 a.m.–6 p.m. Pacific.