Platform28 vs Genesys
Choosing the right contact center platform is a big decision. We've put together this comparison of Genesys Cloud vs Platform28 — covering pricing, features, and what really matters for your team.
Platform28 vs Genesys: Everything You Need to Know
| Platform28 | Genesys | |
|---|---|---|
| Starting price | $55/seat/mo | $75/seat/mo |
| AI Quality Management | Included ($65 tier) | $155+ tier required |
| Billing model | Used Seats | Provisioned Seats |
| Uptime SLA | 99.999% | 99.996% |
| Implementation | 4-6 weeks, included | 4-6 months, extra cost |
| Customer Success Manager | Included for all | Varies by tier |
| Outbound calling | $0.005/min | $0.012/min |
| Years in business | Since 2001 | Since 2012 |
Common Frustrations with Genesys Cloud
Here's what we hear from organizations making the switch:
High and Unpredictable Costs
Genesys Cloud pricing starts at $75/seat but quickly escalates. CX 2 is $115, CX 3 is $155, and CX 4 hits $240/seat. Add-ons for WFM, AI, and analytics pile on more.
Paying for Ghost Agents
Genesys bills for provisioned seats, not active users. If you have 100 licenses but only 80 agents log in, you're still paying for 100. Industry analysts estimate 15-25% of seats go unused.
Complex Implementation
Genesys implementations often require expensive professional services, third-party integrators, and months of work. The platform's flexibility becomes complexity.
Support That Varies by Tier
With Genesys, the level of support you get depends on how much you spend. Smaller customers often feel like they're on their own.
Pricing: Which Offers Better Value?
Enterprise pricing from $75-$240 per seat/month with escalating tiers. Many essential features restricted to higher tiers, with additional costs for AI, WFM, and analytics add-ons.
Transparent pricing from $55-$90 per seat/month with AI Quality Management and workforce tools included — not extra. No hidden fees, no surprise charges.
Platform28 delivers 27-60% lower platform costs with essential features included, not gated behind premium tiers.
Billing: Who Charges Fairly?
Provisioned seats billing — you pay for every license regardless of usage. Industry data suggests 15-25% of contact center seats go unused each month.
Used Seats billing — you only pay for agents who actually log in each month. Seasonal fluctuations? Part-time agents? You only pay for what you use.
Used Seats billing typically saves an additional 15-25% by eliminating payment for inactive licenses.
Implementation: Who Gets You Live Faster?
Often requires expensive professional services and third-party integrators. Typical implementations take 4-6 months. The platform's flexibility becomes complexity.
Dedicated implementation team included at no extra charge. Most customers go live in 4-6 weeks, not months. We handle the complexity so you don't have to.
Faster time-to-value with implementation support included — no professional services bill surprise.
Support: Who Has Your Back?
Support quality varies by tier and spend. Smaller customers often report feeling deprioritized. Premium support comes at premium prices.
Every customer gets a named Customer Success Manager. Our average customer relationship is 6+ years — that's earned, not accidental.
Dedicated support for all customers, not just enterprise accounts. Real partnership, not ticket numbers.
AI & Analytics: Who Includes More?
AI-powered quality management and speech analytics require CX 3 tier ($155+/seat) or higher. Basic tiers get basic analytics.
AI Quality Management included in Professional tier ($65/seat). Score 100% of interactions automatically. Real-time and historical dashboards standard.
Enterprise AI capabilities at a fraction of the cost — included, not upsold.
Features: Who Delivers What You Need?
Comprehensive feature set with extensive customization options. However, complexity can slow adoption and many features require additional purchases.
Full omnichannel support, intelligent routing, IVR, workforce management, quality management, and AgentFlow automation — all included and ready to use.
Both platforms are enterprise-grade. Platform28 offers the same core capabilities with less complexity and lower cost.
See Your Actual Savings
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See Platform28 in Action
A modern agent workspace designed for efficiency — not complexity.
What Our Customers Say
"We have been with Platform28 for about 8 years. Their platform gives us the flexibility to do just about anything we can dream up."Tom Walker Director of IT, Storage Post
Faster resolution times
State of Georgia — Multi-agency deploymentTrusted by 500+ Organizations
Government agencies, healthcare systems, and enterprises choose Platform28
Everything You Need, Nothing You Don't
Platform28 matches Genesys on the capabilities that matter — without the complexity tax.
Voice & Telephony
- Inbound/Outbound calling
- IVR with visual flow builder
- Skills-based routing
- Call recording & monitoring
- Voicemail & callbacks
Digital Channels
- Email routing
- Web chat
- SMS messaging
- Social media
- AI Chatbots
AI & Analytics
- AI Quality Management
- 100% interaction scoring
- Real-time dashboards
- Historical reporting
- Speech analytics
Workforce
- Forecasting
- Scheduling
- Adherence tracking
- Agent performance
- AgentFlow automation
Frequently Asked Questions
Common questions about switching from Genesys to Platform28.
What is the best Genesys Cloud alternative?
Platform28 is a leading Genesys Cloud alternative for organizations seeking enterprise contact center capabilities at 27-60% lower cost. Platform28 includes AI Quality Management, workforce management, and dedicated implementation support at no extra charge.
How much can I save switching from Genesys to Platform28?
Organizations typically save 27-60% on platform costs when switching from Genesys Cloud to Platform28. Additional savings come from Used Seats billing (no paying for inactive agents) and 58% lower outbound calling rates.
Does Platform28 have the same features as Genesys Cloud?
Yes, Platform28 offers comparable enterprise features including omnichannel routing, AI-powered IVR, workforce management, AI quality management, real-time analytics, and CRM integrations. Some features that require premium Genesys tiers are included in standard Platform28 plans.
How long does it take to switch from Genesys to Platform28?
Most customers go live in 4-6 weeks with dedicated implementation support included. Platform28 provides a dedicated implementation team at no extra charge, handling the complexity so you can focus on your business.
Can I keep my phone numbers when switching from Genesys?
Yes, Platform28 supports number porting. We handle the transfer process as part of your implementation, ensuring a seamless transition with no disruption to your customers.
What support do I get during migration from Genesys?
Every Platform28 customer gets a dedicated implementation team and Customer Success Manager at no extra cost. Our average customer relationship is 8+ years, reflecting our commitment to long-term partnership.
Does Platform28 work for small teams?
Yes, Platform28 serves organizations from 10 to 1,000+ agents. Our Used Seats billing model makes it cost-effective for any size — you only pay for agents who actually log in each month.
Is Platform28 compliant with SOC 2, PCI, and ISO 27001?
Yes, Platform28 maintains SOC 2 Type II, PCI-DSS, and ISO 27001 certifications. We also provide a 99.999% uptime SLA backed by our enterprise-grade infrastructure.
The Bottom Line
For organizations that need enterprise contact center capabilities without enterprise complexity and cost, Platform28 delivers the same features at 27-60% lower cost — with implementation support included.
Ready to see Platform28 in action?
Get a personalized demo and see how we compare to Genesys for your specific needs.