GenesysContact Center
vs
HiverThe agentic omnichannel customer service platform built for complex support.
Comparison · Live Chat & AI Support · weekly run Nov 3
Genesys vs Hiver
Which one do AI engines recommend, and how do they differ on price, fit and features?
The short answer
Genesys is the stronger AI pick in Live Chat & AI Support: it has a visibility score of 1 versus 0.7 for Hiver.
Choose Genesys if…
- You want the brand AI engines rank higher (1 vs 0.7)
- AI answers describe it more positively (47% vs 18% positive)
- You need a self-hosted or on-premises option
- You need PCI DSS or ISO 27001:2022 or ISO 27017 or ISO 27018 or ISO 42001:2023 or SOC 1 Type 2 or SOC 2 Type 2 or HITRUST or FedRAMP Class C (Moderate) for Genesys Cloud CX coverage
Choose Hiver if…
- You need GDPR or SOC 2 Type II or ISO 27001 or CCPA coverage
- Turns shared Gmail and Outlook inboxes into collaborative help desks
- Good fit for small and midsize email-first support teams on Gmail or Google Workspace
- Described as a good customer support platform
AI visibility side by side
Latest weekly run · Nov 3
| Metric | Genesys | Hiver |
|---|---|---|
| Visibility score | 1% | 0.7% |
| Change vs last week | down−0.6% | up+0.7% |
| Rank in Live Chat & AI Support | #30 | #34 |
| Share of voice | 0.4% | 0.4% |
| Mentions this run | 2 | 2 |
| Positive in AI answers | 47% | 18% |
The stronger value in each row is marked with a ✓.
Visibility score trend
Weekly runs over the last 60 days
Genesys −0.6000000000000001pp · Hiver +0.7pp over 1 weekly runs.
Engine by engine
Genesys leads on 1 of 3 engines
ChatGPT
AI Mode
Perplexity
GenesysHiver
Head to head in AI answers
0 engine answers name both brands
0Genesys ranked higher
0Hiver ranked higher
Features, pricing & fit
| Dimension | Genesys | Hiver |
|---|---|---|
| Pricing model | — | Per seat |
| Entry price | — | $25 per seat / mo |
| Free plan | — | No · 7-day trial |
| Deployment | Cloud platform (Genesys Cloud CX) running multicloud, with the legacy Genesys Engage on-premises platform still supported. | Cloud (SaaS); runs inside Gmail or as a standalone web application |
| Integrations | — | 1000+ |
| Compliance | PCI DSS, ISO 27001:2022, ISO 27017, ISO 27018, ISO 42001:2023, SOC 1 Type 2, SOC 2 Type 2, HIPAA, HITRUST, FedRAMP Class C (Moderate) for Genesys Cloud CX | GDPR, SOC 2 Type II, ISO 27001, CCPA, HIPAA |
| Support | — | 24/7 email support, 24/7 chat support, Free data migration |
| Founded | 1990 | 2011 |
| Headquarters | Menlo Park, California | San Jose, California, United States |
| Employees | 5,000+ | 201–500 |
| Funding | Strategic investment led by Salesforce and ServiceNow · $2100M raised | Series B · $30M raised |
| Best for | — | Support teams handling complex, cross-team requests, including teams that work from Gmail |
Plans side by side
Genesys
Pricing not available.
Hiver
Growth$25user/month (billed annually; $35 monthly)
Pro$55user/month (billed annually; $65 monthly)
Elite$85user/month (billed annually; $95 monthly)
Pros and cons
Themes from the AI answers that mention each brand
Genesys
- Highly scalable enterprise platform
- Enterprise-grade maturity and market leadership
- Robust workforce engagement management and analytics
- Strong omnichannel routing and AI capabilities
- Free trial with no credit card required
- Expensive for smaller teams and hidden pricing
- Lacks free tier and requires annual commitments
- Limited advanced reporting and workforce management tools
Hiver
- Turns shared Gmail and Outlook inboxes into collaborative help desks
- Good fit for small and midsize email-first support teams on Gmail or Google Workspace
- Described as a good customer support platform
- Described as a unique tool
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
Cite as: SlateIndex, “Genesys vs Hiver”, https://slateindex.ai/compare/genesys-vs-hiver, data of Nov 3, 2026. Licence: CC BY 4.0.