Genesys vs Groove Pricing (2026)
How do these two stack up on price? Here's what each one costs, what you get, and where the value sits.
Genesys Cloud CX 1
- Voice channel
- Call routing
- Speech-enabled IVR
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Associate experience for workspace and mobile
- Voice and digital interaction recording plus screen recording
- Virtual agents
- Native voicebot
- Predictive routing
- Agent Copilot
- Speech and text analytics
- Supervisor Copilot
- Virtual Supervisor
Genesys Cloud CX 2
- Digital channels
- Voice channel
- Omnichannel routing
- Speech-enabled IVR
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Associate experience for workspace and mobile
- Quality assurance and compliance
- Knowledge
- Agent Copilot
- Virtual agents
- Native bots
- Predictive engagement
- Predictive routing
- Social listening and engagement
- Speech and text analytics
- Supervisor Copilot
- Virtual Supervisor
Genesys Cloud CX 3
- Digital channels
- Voice channel
- Omnichannel routing
- Speech-enabled IVR
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Associate experience for workspace and mobile
- Employee performance
- Workforce management
- Quality assurance and compliance
- Knowledge
- Forecasting and scheduling
- Speech and text analytics
- Virtual agents
- Native bots
- Predictive engagement
- Predictive routing
- Agent Copilot
- Social listening and engagement
- Supervisor Copilot
- Virtual Supervisor
Genesys Cloud CX 4
- Agent Copilot
- Journey management
- 30 AI Experience tokens per named agent
- Digital channels
- Voice channel
- Omnichannel routing
- Speech-enabled IVR
- Outbound campaigns
- Analytics and reporting
- Unified communications
- Associate experience for workspace and mobile
- Employee performance
- Resource management
- Quality assurance and compliance
- Knowledge
- Forecasting and scheduling
- Speech and text analytics
- Virtual agents
- Native bots
- Predictive engagement
- Predictive routing
- Social listening and engagement
- Supervisor Copilot
- Virtual Supervisor
Per-ticket pricing
- Minimum monthly commitment
- Minimum annual contract
- Billing
- Seat fees
- AI usage
- Unlimited agents
- Unlimited seats
- Shared inbox
- Email, chat, and messaging
- AI triage
- AI replies
- AI actions
- Workflow automation
- Smart escalations
- Knowledge base
- Analytics
- API access
- Onboarding
- Premium support
Genesys vs Groove FAQ
- Which one is cheaper?
- One or both use custom pricing, so it depends on your specific needs.
- Can I use either one for free?
- Neither has a free plan.
- How do they charge?
- Different approach here. Genesys uses per-seat pricing, while Groove goes with usage-based. That changes the math depending on your team size and usage.
- Which one is a better deal?
- Depends on what you need. Genesys: Genesys is firmly in the enterprise-premium tier of CCaaS — $75 floor with a $240 ceiling puts them above Talkdesk's entry points and in direct competition with NICE CXone and Salesforce Service Cloud Voice. They're not chasing SMBs; they're targeting mid-market and enterprise buyers who need serious omnichannel infrastructure and are willing to pay for it. Groove: Groove is targeting mid-market support teams who are getting squeezed by per-seat tools like Zendesk or Freshdesk as their agent count grows. The unlimited seats angle is a direct shot at those competitors — if you have a large team with variable or part-time agents, this model can look very attractive.
Still deciding? See the best Genesys alternatives or the best Groove alternatives, ranked with verified pricing.
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