The Genesys alternative that puts your phones and contact center under one roof.
CallSprout runs your business phones and your contact center on one platform, with unlimited US calling, a network built for 99.999% uptime, and Sage, an AI voice agent on every seat with no token pool. We set it all up, and a US-based team picks up when you call.
Why teams choose CallSprout over Genesys
The features you expect, with a team and a platform you can count on.
Our support team is in West Palm Beach, Florida. Call us and a person picks up, not an overseas call center.
Critical outages get a response within 15 minutes from the team that runs your phones.
Three short forms: an LOA for your numbers, a user list and your call routing instructions. Give us access to your current system and we pull your settings ourselves, then port, build and train.
A redundant, geographically distributed network built for 99.999% uptime.
Connect your CRM, calendar and practice software, send call activity to your own systems, and bring your own AI agent if you have one.
Built in and optional: turn it on per user, department, ring group, queue or phone number. The first 30 seconds of every call are free, then it bills by the second.
A full contact center, on the same system as your phones.
Genesys Cloud CX is sold in four tiers, CX 1 through CX 4. Virtual agents, WhatsApp and Messenger, and knowledge tools use Genesys AI Experience tokens, and each organization gets a set number of free tokens a month to share. Calls through Genesys Cloud Voice are charged per minute, and the Microsoft Teams and CRM integrations are add-ons on every tier.
CallSprout runs your business phones and your contact center on one platform, with unlimited US calling on every plan. Contact Center Lite, where most call centers land, adds live wallboards, a member performance dashboard and scheduled reports. Contact Center Pro is the full contact center, with queues with agent login, skills-based routing, an omnichannel workspace with WhatsApp and Messenger, an outbound dialer and CSAT surveys. Sage is on every seat, free for the first 30 seconds of every call, then billed by the second.
We set it up, port your numbers and train your agents. And when you call us, a person on our team in West Palm Beach picks up.
CallSprout vs Genesys
| How they compare | CallSprout | Genesys |
|---|---|---|
| AI voice agent | Sage on every seat, free for the first 30 seconds of every call, then billed by the second | Virtual agents use AI Experience tokens on every CX tier |
| Calling | Unlimited US calling on every plan | Genesys Cloud Voice charges per minute for calls made and received, or you bring your own carrier |
| WhatsApp and Messenger | Included in Contact Center Pro | Third-party messaging uses AI Experience tokens on CX 2 and is an add-on on CX 1 |
| CSAT surveys | Included in Contact Center Pro | Post-interaction surveys are an add-on on CX 1 and CX 2, included from CX 3 |
| Microsoft Teams | Included on every plan at no charge | The Teams integration is priced separately, as an add-on on every CX tier |
| CRM integration | An add-on on any plan, set up by our team | CRM and case management integration is an add-on on every CX tier |
| Live wallboards and dashboards | Live wallboards, a member performance dashboard and scheduled reports in Contact Center Lite | Real-time dashboards on every CX tier |
Genesys details as of October 2026, from Genesys's published materials. Plans change often, so confirm with Genesys before you decide.
Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.
Each CallSprout plan next to Genesys
Match the plan you would buy from Genesys with the CallSprout plan built for the same job.
Contact Center Lite: where most call centers land.
Everything in Business, plus live wallboards, performance dashboards and scheduled reports. More contact center tools than most vendors offer at this price.
CallSprout Contact Center Lite next to Genesys Cloud CX 1
| Capability | CallSprout Contact Center Lite | Genesys Cloud CX 1 |
|---|---|---|
| Call handling | ||
| Enhanced ring groupsPriority, sequential or parallel ringing with overflow and fallback | Included | Included Broadcast, sequential or rotary group ring, backup group and ACD priority. |
| Call queues with agent loginAgent states, wrap-up time and queue position | Add-on or tier up On Contact Center Pro. Lite routes with enhanced ring groups instead. | Included On Queue status, after call work timers and position-in-queue announcements. |
| Live call monitoring | Included | Included Real-time monitoring is checked on every tier. |
| Visibility and reporting | ||
| Live wallboardNear real-time group activity | Included | Included Real-time dashboards; one wallboard account free, extras cost more. |
| Member performance dashboard | Included | Included Agent performance views included. Employee performance suite is an add-on. |
| Scheduled reports with automated delivery | Included | Included Recurring view exports emailed as CSV or PDF. |
| Reporting without a separate add-on | Included | Included Dashboards and historical reports included. Custom data warehouse is extra. |
| Works with your tools | ||
| Microsoft Teams integration | Included Included at no cost. | Add-on or tier up Teams integration is a per-user monthly add-on. |
| AI and transcription | ||
| AI voice agent | Billed on usage Optional on every seat. The first 30 seconds of every call are free, then Sage bills by the second. | Partial Virtual agents use AI tokens; 250 tokens per org monthly included. |
| AI agent uses your business data during the callLive lookups in your CRM, calendar or other systems | Included Sage connects through your MCP server, or one we build for you. | Partial Agentic virtual agents call data actions; metered with AI tokens. |
| Real-time call transcription | Billed on usage Billed per minute only when used. | Partial Live transcript in Agent Copilot, 40 AI tokens per user monthly. |
| Voicemail transcription | Included Free on every plan. | Included In email notifications; fair use transcription minutes apply. |
| Recorded call transcription | Billed on usage Billed per minute only when used. | Partial Pooled 100 minutes per user monthly; overage is billed. |
Contact Center Pro: the full contact center.
Queues with agent login, skills-based routing, an omnichannel workspace and an outbound dialer, on the same platform as your phones.
CallSprout Contact Center Pro next to Genesys Cloud CX 2
| Capability | CallSprout Contact Center Pro | Genesys Cloud CX 2 |
|---|---|---|
| Channels | ||
| Voice, email and live chat in one agent workspace | Included | Included |
| SMS in the agent workspace | Partial 200 messages per user each month are included; more are metered per message. | Included |
| WhatsApp and Facebook Messenger | Included | Billed on usage Metered with Genesys AI tokens beyond the monthly pool. |
| Unified history across channels | Included | Included |
| Video or co-browse as a customer channel | Not available Video meetings are for your team, not an inbound customer channel. No co-browse. | Partial Co-browse is on CX 2. Video as a customer channel is not published. |
| Outbound | ||
| Outbound dialer included in the tier | Included Preview, progressive, power and voice messaging, with dispositions. | Included |
| AI and operations | ||
| AI voice agent | Billed on usage Optional on every seat. The first 30 seconds of every call are free, then Sage bills by the second. | Billed on usage Metered with Genesys AI tokens beyond the monthly pool. |
| AI agent uses your business data during the callLive lookups in your CRM, calendar or other systems | Included Sage connects through your MCP server, or one we build for you. | Billed on usage Data actions for virtual agents, metered with AI tokens. |
| Quality management and screen recordingScorecards, evaluations and calibration | Not available | Included |
| Workforce managementForecasting and scheduling | Not available | Add-on or tier up Included on CX 3. |
| Knowledge managementSuggested articles during an interaction | Not available | Billed on usage Metered with Genesys AI tokens beyond the monthly pool. |
Genesys details as of October 2026, from Genesys's published materials. Plans change often, so confirm with Genesys before you decide. Not published means we could not find it in the vendor's published materials, not that it is missing. Compare every vendor side by side.
All product names are trademarks of their respective owners. Comparisons are based on each company's published materials.
Where CallSprout pulls ahead of Genesys
Your phones and your contact center on one system, with more in the plan.
Genesys virtual agents use AI Experience tokens on every CX tier. Sage is on every CallSprout seat with no AI subscription. The first 30 seconds of every call are free, then it bills by the second.
Business, Contact Center Lite and Contact Center Pro run on one platform, with unlimited US calling on every plan. Genesys Cloud Voice charges per minute for calls made and received.
Contact Center Pro includes WhatsApp and Messenger in the agent workspace, plus CSAT surveys. On Genesys CX 2, third-party messaging uses AI Experience tokens and post-interaction surveys are an add-on.
The Microsoft Teams integration comes with every CallSprout plan, CRM integration is an add-on on any plan, and Sage can look up and update your CRM during the call, set up with you. Genesys lists Teams and CRM integration as add-ons on every CX tier.
Moving from Genesys is on us.
We handle it all. You fill out three short forms, and we take it from there, down to pulling your current settings ourselves.
- TodayGenesys
Your numbers, users and call flows as they are now.
- Step 1Fill out three short forms
A letter of authorization (LOA) to move your numbers, your user list and your call routing instructions.
- Step 2We pull your setup
Give us access to your current system and we copy your settings ourselves. Nothing to export.
- Step 3We build and port
We rebuild your call flows, port your numbers and test it all before you go live.
- Step 4Your team is trained
We walk everyone through the apps. Keep the desk phones you already own.
- You're hereLive on CallSprout
Same numbers, with a US team behind them.
Have Sage call you.
The fastest way to compare is to hear it. Leave your number and Sage, our AI voice agent, calls you in about 10 seconds.
Switching, answered.
Short version: we do the work, and you keep running your business.
- Is CallSprout a good Genesys alternative?
- Yes, especially if you want your business phones and your contact center on one system. Business gives the whole office unlimited US calling, call recording, the Teams integration and 200 texts per user. Contact Center Lite adds live wallboards and reporting, and Contact Center Pro adds queues with agent login, skills-based routing, an omnichannel workspace with WhatsApp and Messenger, an outbound dialer and CSAT surveys. Support comes from a US team in West Palm Beach that picks up the phone.
- How does CallSprout charge for AI?
- No AI subscription and no token pool. Sage, our AI voice agent, is on every seat, and it's optional. The first 30 seconds of every call are free, and after that its usage is billed by the second.
- Do we need Contact Center Pro, or will Lite do?
- Most call centers land on Contact Center Lite. It adds live wallboards, a member performance dashboard and scheduled reports with automated delivery to Business, which already includes live call monitoring, with nothing extra to buy. Move up to Contact Center Pro when you need queues with agent login, wrap-up and queue position, skills-based routing, supervisor whisper and barge, an omnichannel workspace for voice, email, live chat, WhatsApp and Messenger, an outbound dialer or CSAT surveys.
- Can our business phones and contact center be on one system?
- Yes. Business, Contact Center Lite and Contact Center Pro all run on the same CallSprout platform, so the front desk, the back office and your agents share one system and one support team. Every plan includes unlimited US calling.
- How hard is it to switch from Genesys?
- Not hard, because we handle it. You fill out three short forms (an LOA for your numbers, a user list and your call routing instructions), and if you give us access to your Genesys Cloud org, we pull your current setup ourselves so you don't have to. Then we port your numbers, build your queues and call flows, set up Sage if you want it and train your agents, and you can keep the desk phones you already own.
- Who do I call when something goes wrong?
- A person on our team in West Palm Beach. Critical outages get a response within 15 minutes.
- Do I have to use Sage?
- No. Sage is optional. Turn it on per user, department, ring group, queue or phone number, and leave it off everywhere else. Where Sage does answer, the first 30 seconds of every call are free.
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See the comparison →Ready to switch from Genesys?
Start a free trial, or talk to a person on our team in West Palm Beach.