Win / Loss Data

Genesys Customer Signals

See Genesys's live competitive picture - head-to-head win rates against Zendesk and other competitors, where retention risk is concentrated, and how the category is shifting.

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Competitive wins

Where Genesys wins customers from competitors

Accounts that switched from a competitor to Genesys over the last 12 months. Each figure is Genesys's win rate in switches against that competitor, ranked from highest to lowest.

CompetitorWin rate
Provide Support
73%
Oracle
71%
LivePerson
68%
BigCommerce
53%
Contact At Once!
48%
Text
42%
Intuit
35%
Adobe
32%
Zendesk
15%
HubSpot
15%
Churn destinations

Where Genesys lost customers in the last 12 months

Genesys's biggest competitive threats. Each ribbon shows a vendor that picked up a churned Genesys customer in the last 12 months; thickness = share of all churns.

Where Genesys customers went when they churned in the last 12 months. Ribbon thickness reflects each destination's share of total churns.Where Genesys customers went when they churned in the last 12 months. Ribbon thickness reflects each destination's share of total churns.GenesysGenesys vs Zendesk: 12.3%ZendeskGenesys vs Text: 12.2%TextGenesys vs Adobe: 7.1%AdobeGenesys vs SalesForce: 7.1%SalesForceGenesys vs HubSpot: 6.5%HubSpotGenesys vs Intuit: 6.1%IntuitGenesys vs Shopify: 4.7%ShopifyGenesys vs Rocket.Chat: 3.9%Rocket.ChatGenesys vs Tawk.to: 3.7%Tawk.toGenesys vs Contact At Once!: 3.5%Contact At Once!
  • Genesys vs Zendesk: 12.3%
  • Genesys vs Text: 12.2%
  • Genesys vs Adobe: 7.1%
  • Genesys vs SalesForce: 7.1%
  • Genesys vs HubSpot: 6.5%
  • Genesys vs Intuit: 6.1%
  • Genesys vs Shopify: 4.7%
  • Genesys vs Rocket.Chat: 3.9%
  • Genesys vs Tawk.to: 3.7%
  • Genesys vs Contact At Once!: 3.5%

Data current as of July 2026

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