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Genesys Cloud CX vs Microsoft Teams Comparison (2026)

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Good recommendations?

Genesys Cloud CX

Microsoft Teams

Overview

Genesys Cloud CX is a cloud-native CCaaS platform unifying omnichannel engagement, workforce management, and AI-powered journey.

Cloud-based collaboration platform unifying chat, video meetings, calling, and file sharing for teams of all sizes.

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

view more detailsview details

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

view more detailsview details

Video & Screenshots

No videos yet

Pricing

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.3

271

138

Value for money

Ease of use

Features

Customer support

79%

would recommend this app

4.5

11.1K

6.5K

3.5K

867

156

Value for money

Ease of use

Features

Customer support

77%

would recommend this app

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.”

Piyusha P.

Customer service operator

“It's been a reliable platform for managing our customer interactions and has helped streamline our workflow. While there have been some minor hiccups along the way, the benefits far outweigh the drawbacks, making it a valuable tool for our team.”

Amelia B.

Customer Service Manager

“The interface is intuitive, security features are strong, and the reporting and analytics provide valuable insights for improving customer service.”

Piyusha P.

Customer service operator

Pros

“The video conferencing functionality is reliable and includes useful features such as screen sharing, meeting recordings, live captions, and background effects.”

Ashley G.

HR Manager

“Its tight connection with Microsoft 365 makes collaboration feel natural — documents open instantly, multiple people can edit at once, and everything stays synced across Outlook, OneDrive, and SharePoint.”

Keely F.

Patient Care Coordinator

“Overall, Microsoft Teams remains an effective and versatile collaboration tool that enhances communication, teamwork, and operational efficiency. When combined with complementary project management applications, it can provide an even more comprehensive solution for managing projects and supporting organizational success.”

Cyrene J.

Property Administrator

Cons

“Took a bit to figure out how to create custom dashboards, and it's kind of annoying when I need to export data for our finance team.”

Amelia B.

Customer Service Manager

“The UI could do with a proper refresh because some areas feel dated and harder to navigate than they should be.”

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.”

ciara m.

Head of Business Development

Cons

When I have set up Teams meetings via teams (instead of via Outlook) there is a glitch that occurs - the meeting reminder that I set automatically changes to “no reminder” after I create the meeting so meeting attendees do not receive a 15 reminder before the meeting starts.

Kari J.

Internal Auditor

“Teams can be hard to navigate around to find niche settings or features, including uploaded files - without a preview feature, or a decent filter, it can be easy to lose track of spreadsheets, documents, and images. When there is a lot of communication going on, it can get messy.”

Maria P.

Accessories Designer

“In some cases, too many clicks are required to get to what I need; for example, getting to chats and files. When you are also working in multiple teams it can be quite overwhelming with the notifications, and it would be nice to have more control to lend what is most important.”

Luis V.

Account Executive