Talkdesk vs Genesys
This compares Talkdesk AI Agents with Genesys Cloud Virtual Agents. Talkdesk prices by quote and Genesys charges per user. Here's how they compare on price, features and compliance, using each vendor's own published information.
Both checked October 15, 2026
| Detail | Talkdesk AI Agents | Genesys Cloud Virtual Agents |
|---|---|---|
| Charges by | Quote only | Per seat |
| Starts at | Quote | $75/user/mo |
| Includes | Not published | ‘Virtual agents’ and a ‘Native voicebot’ (CX 1) or ‘Native bots’ (CX 2 to CX 4) are listed in each license. 250 named / 350 concurrent AI Experience tokens per org per month are included; CX 4 adds 30 named / 39 concurrent tokens per agent per month. |
| Overage | Not published | Extra AI Experience tokens can be bought as used or at a discounted upfront rate. Genesys’s pricing hub lists a month-to-month charge of 1.00 USD under its tokens-based model heading, without labeling the unit. Token metering: voice bots 17 minutes per token (each call rounded up to the next 15 seconds); Genesys Virtual Agent 0.5 tokens per interaction; Agentic Virtual Agent 1.2 tokens per interaction; Agent Copilot 40 tokens per named user (60 per concurrent user). |
| Free trial | Not published | Genesys Cloud free trial, no credit card required (14 days per the trial terms); whether it includes virtual agents or AI tokens isn’t stated |
| How it works | AI with human backup | AI with human backup |
| Answers inbound calls | Yes | Yes |
| Places outbound calls | Yes | Unconfirmed |
| Books appointments | Unconfirmed | Unconfirmed |
| Warm transfer to a person | Yes | Yes |
| Text follow-up | Unconfirmed | Unconfirmed |
| Call recording | Unconfirmed | Yes |
| Transcripts | Unconfirmed | Yes |
| CRM sync | Yes | Yes |
| Keep your number (porting) | Unconfirmed | Unconfirmed |
| Spanish | Unconfirmed | Yes |
| Other languages | Yes | Yes |
| Web chat | Yes | Yes |
| API | Unconfirmed | Yes |
| Custom voice | Unconfirmed | Unconfirmed |
| Signs a HIPAA BAA | Unconfirmed | Yes |
| SOC 2 | Unconfirmed | SOC 2 Type II |
Integrations
Both list: Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, Microsoft Teams, Zoom.
Only Talkdesk AI Agents: HubSpot, Zoho CRM, Freshdesk, Oracle Service Cloud, Kustomer, Epic, Oracle Cerner, athenahealth, Guidewire ClaimCenter, Shopify, BigCommerce, Slack.
Only Genesys Cloud Virtual Agents: 8x8, Amazon Lex, Google Dialogflow, Amazon Polly, Google Cloud Text-to-Speech, Acapela, AWS Lambda.
Pricing notes
Talkdesk AI Agents: Talkdesk’s CXA pricing page lists Copilot, Autopilot (voice or digital), Navigator, Interaction & Quality Analytics and Identity, with no prices; it offers only a ‘Talk to an expert’ form. It does not say whether Autopilot is included or an add-on. A separate CX Cloud (contact center seat) pricing page exists but was not reviewed.
Genesys Cloud Virtual Agents: Genesys publishes per-user prices for Genesys Cloud CX 1 ($75), CX 2 ($115), CX 3 ($155) and CX 4 ($240) in USD ‘per user/month billed annually’, and says ‘Prices shown are based on an annual commitment. Usage-based pricing may apply.’ No monthly-billing price or minimum user count is shown. The page offers Named, Concurrent and Hourly Interacting license types but does not say which type the listed prices are for (Named is listed first) and shows no Concurrent or Hourly prices. Virtual agents are listed in all four licenses, but AI use draws on AI Experience tokens: the help center’s tokens article meters voice bots at 17 minutes per token, Genesys Virtual Agent at 0.5 tokens per interaction and Agentic Virtual Agent at 1.2 tokens per interaction, and Genesys’s pricing hub shows a 1.00 USD month-to-month charge under the tokens-based model (the unit is not labeled). Per the pricing hub, older contracts on the legacy AI Experience model pay $60 per agent (Genesys Cloud CX AI Experience) or $40 per agent (AI Experience for Digital) on annual prepay until renewal, and the legacy Agent Assist Voice add-on, replaced by Agent Copilot, was $25 per named agent per month ($37.50 concurrent).
Full profiles: Talkdesk AI Agents and Genesys Cloud Virtual Agents, with sources linked.