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DialedIn CCaaS vs Genesys Cloud CX Comparison (2026)
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Good recommendations?
DialedIn CCaaS
4.8
(335)5
288
4
39
3
5
2
2
1
1
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Genesys Cloud CX
4.3
(269)5
137
4
98
3
23
2
5
1
6
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
DialedIn automates outbound calling with predictive, preview and progressive dialing, connecting calls or delivering recorded messages.
Genesys Cloud CX is a cloud-native CCaaS platform unifying omnichannel engagement, workforce management, and AI-powered journey.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.8
335
5
4
3
2
1
288
39
5
2
1
- Value for money
- Ease of use
- Features
- Customer support
83%
would recommend this app4.3
269
5
4
3
2
1
137
98
23
5
6
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this appPros
“The best thing about DialedIn CCaaS is how it automates call delivery while giving supervisors and agents real‑time visibility into performance, queues, and productivity.”
JN
Jennifer N.
Telemarketer
“The platform helped streamline call operations, improved agent productivity, and provided useful real-time visibility into team performance. While there are areas that could benefit from additional customization and reporting flexibility, it was a reliable solution for managing daily contact center operations.”
AM
Alvaro M.
COO
“Beyond the UI, its predictive dialing technology is a heavy hitter—significantly boosting live connection rates and agent productivity.”
KB
Kieshia B.
Customer Service
Pros
“The system is stable, secure, and scalable, making it suitable for customer service teams of different sizes. While it takes some time to learn all of its advanced features, the functionality, reliability, and reporting capabilities make it a valuable solution for managing customer interactions.”
PP
Piyusha P.
Customer service operator
“The interface is intuitive, security features are strong, and the reporting and analytics provide valuable insights for improving customer service.”
PP
Piyusha P.
Customer service operator
“Running a team of SDRs, the routing, reporting, and visibility are genuinely strong and give me what I need to manage performance properly.”
cm
ciara m.
Head of Business Development
Cons
“Technology issues from time to time that hinders my progress helping my clients. ”
SC
Sharise C.
Insurance agent
“Sometimes crashes while dialing multiple campaigns.”
ED
Eileen D.
Call rep
“Sometimes there would be bugs with the calls when trying to work, but honestly it’s hard to tell if it was my fault or dialed in fault”
ZW
Zachary W.
Medicare Specialist
Cons
“The UI could do with a proper refresh because some areas feel dated and harder to navigate than they should be.”
cm
ciara m.
Head of Business Development
“That said, it has not evolved as quickly as I would have liked, and you do start to notice the gaps when you compare it to more modern tools.”
cm
ciara m.
Head of Business Development
“Missing some features like: post call note during the call”
Marc G.
Collection and Digital senior specialist
- Vendor responds to reviews
- Last review22 days ago
- Vendor responds to reviews
- Last review22 days ago
Key features
- Total features96
- @mentions
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attendance Management
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- Brainstorming
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Library
- Content Management
- Contextual Guidance
- Conversation Intelligence
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Extraction
- Data Import/Export
- Data Management
- Data Security
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Call Centers
- For Cloud Phone Systems
- For Contact Centers
- For Sales Teams/Organizations
- For eCommerce
- Full Text Search
- Gamification
- Geotargeting
- IVR
- Inbound Call Center
- Inbox Management
- Integrations Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Intraday Management
- KPI Monitoring
- Key Performance Indicators
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Language Detection
- Lead Capture
- Lead Distribution
- Lead Management
- Lead Qualification
- Leaderboards
- Leave Tracking
- List Management
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Data Sources
- Multiple Scoring Models
- Multiple Scripts
- NPS Survey Structure
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Online Time Clock
- Online Voice Transmission
- Outbound Call Center
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Pre-Configured Bot
- Pre-recorded Messages
- Predictive Analytics
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Productivity Analysis
- Progress Tracking
- Progressive Dialer
- Project Management
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Reporting & Statistics
- Reporting/Analytics
- Ring Groups
- Role-Based Permissions
- SMS Messaging
- Social Media Integration
- Third-Party Integrations
- Virtual Call Center
- Virtual Extensions
- VoIP
- VoIP Connection
- Voice Mail
- Voicemail Transcription
- Workforce Management
- Total features180
- @mentions
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Answering Machine Detection
- Approval Process Control
- Archiving & Retention
- Assignment Management
- Attendance Management
- Auto-Dialer
- Automated Attendant
- Automated Routing
- Automatic Call Distribution
- Automatic Outbound Dialer
- Autoresponders
- Batch Communications
- Blended Call Center
- Brainstorming
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Campaign Management
- Campaign Specific Caller ID
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Library
- Content Management
- Contextual Guidance
- Conversation Intelligence
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Extraction
- Data Import/Export
- Data Management
- Data Security
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Engagement Tracking
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Call Centers
- For Cloud Phone Systems
- For Contact Centers
- For Sales Teams/Organizations
- For eCommerce
- Full Text Search
- Gamification
- Geotargeting
- IVR
- Inbound Call Center
- Inbox Management
- Integrations Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Intraday Management
- KPI Monitoring
- Key Performance Indicators
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Language Detection
- Lead Capture
- Lead Distribution
- Lead Management
- Lead Qualification
- Leaderboards
- Leave Tracking
- List Management
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Data Sources
- Multiple Scoring Models
- Multiple Scripts
- NPS Survey Structure
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Online Time Clock
- Online Voice Transmission
- Outbound Call Center
- PBX
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Power Dialer
- Pre-Configured Bot
- Pre-recorded Messages
- Predictive Analytics
- Predictive Dialer
- Preview Dialer
- Prioritization
- Proactive Chat
- Productivity Analysis
- Progress Tracking
- Progressive Dialer
- Project Management
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Reporting & Statistics
- Reporting/Analytics
- Ring Groups
- Role-Based Permissions
- SMS Messaging
- Social Media Integration
- Third-Party Integrations
- Virtual Call Center
- Virtual Extensions
- VoIP
- VoIP Connection
- Voice Mail
- Voicemail Transcription
- Workforce Management
Integrations
- Total integrations8
- AWS Lambda
- Adobe Experience Manager
- Agentforce
- AnyDesk
- Claude
- Databricks
- Facebook Business Suite
- HubSpot Content Hub
- HubSpot Marketing Hub
- HubSpot Sales Hub
- HubSpot Service Hub
- Konnect Insights
- Microsoft Power BI
- Oracle CRM On Demand
- Salesforce Sales Cloud
- Shopify Plus
- SightCall
- Snowflake
- SuccessKPI
- Zapier
- Zoho CRM
- Total integrations13
- AWS Lambda
- Adobe Experience Manager
- Agentforce
- AnyDesk
- Claude
- Databricks
- Facebook Business Suite
- HubSpot Content Hub
- HubSpot Marketing Hub
- HubSpot Sales Hub
- HubSpot Service Hub
- Konnect Insights
- Microsoft Power BI
- Oracle CRM On Demand
- Salesforce Sales Cloud
- Shopify Plus
- SightCall
- Snowflake
- SuccessKPI
- Zapier
- Zoho CRM
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