Brandwave

How popular isGenesys?

In September 2026, people searched for Genesys by name about 136,000 times worldwide, about the same as the previous year. These searches made up 74.8% of all global contact centre analytics platform searches, placing Genesys first out of six platforms. When we asked both ChatGPT and Google AI Overviews about contact centre analytics platforms, Genesys appeared in three of the five answers and was the fourth most recommended of the six.

Search and AI answers in September 2026

Genesys is the most searched of 6 competitors and the fourth most recommended in AI answers.

  1. GenesysShare of searches 74.8%Mentioned in 3 of 5 AI answersPlace in AI recommendations 4th
  2. NICE CXoneShare of searches 10%Mentioned in 3 of 5 AI answersPlace in AI recommendations 1st
  3. Level AIShare of searches 6.7%Mentioned in 0 of 5 AI answersPlace in AI recommendations –
  4. Observe.AIShare of searches 4.5%Mentioned in 3 of 5 AI answersPlace in AI recommendations 3rd
  5. GongShare of searches 3%Mentioned in 1 of 5 AI answersPlace in AI recommendations –

+1 more

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Top contact centre analytics platforms in ChatGPT and Google AI Overviews

In three ChatGPT questions and two Google AI Overviews, Genesys was mentioned in three out of five: in all three ChatGPT answers, but not in either of the two Google AI Overviews. Genesys is the fourth most recommended of the six.

Most recommended by AI

Brands get a higher ranking if they are mentioned earlier in the answers.

  1. NICE CXone1st
  2. CallMiner1st
  3. Observe.AI3rd
  4. Genesys4th
  5. Level AI–
  6. Gong–

Mentioned by AI

Each dot is one answer, filled in when that answer mentions the brand.

  • Genesys3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • NICE CXone3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Observe.AI3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • CallMiner3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Gong1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Level AI0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers

See every answer about contact centre analytics platforms

5 answers

Not named in any answer:

Brands are shown in the order each answer named them. The survey took place in the United States on October 20, 2026.

Which contact centre analytics platforms compete with Genesys?

Genesys against contact centre analytics platforms worldwide, by month

Share of searches by month for Genesys, NICE CXone, Level AI, Observe.AI, Gong. The figures are in the table below the chart.

View monthly share of searches table
MonthGenesysNICE CXoneLevel AIObserve.AIGongCallMiner
Oct 202576.5%8.4%4.6%4.6%4.6%1.4%
Nov 202574.4%8.9%5.5%5.5%4.5%1.3%
Dec 202576.5%8.4%4.6%4.6%4.6%1.3%
Jan 202673.1%9.8%5.4%6.6%3.6%1.6%
Feb 202673.4%9.8%5.4%5.4%4.4%1.6%
Mar 202669.2%10.4%6.2%5.1%7.6%1.5%
Apr 202669.4%10.4%6.2%5.1%7.6%1.2%
May 202670.4%10.6%6.3%5.2%6.3%1.2%
Jun 202669.5%11.4%5.1%5.1%7.6%1.2%
Jul 202671.2%10.7%5.2%5.2%6.4%1.2%
Aug 202672.7%10.9%5.4%5.4%4.4%1.3%
Sep 202674.8%10%6.7%4.5%3%1.1%

  1. 1.Genesys

    74.8%

    Held 1st. 135K estimated branded searches, +22.7% vs prior month. Share +2 points.

  2. 2.NICE CXone

    10%

    Held 2nd. 18K estimated branded searches, +9% vs prior month. Share -0.9 points.

  3. 3.Level AI

    6.7%

    Held 3rd. 12.1K estimated branded searches, +49.4% vs prior month. Share +1.3 points.

  4. 4.Observe.AI

    4.5%

    Held 4th. 8.1K estimated branded searches, 0% vs prior month. Share -0.9 points.

  5. 5.Gong

    3%

    Held 5th. 5.4K estimated branded searches, -18.2% vs prior month. Share -1.4 points.

  6. 6.CallMiner

    1.1%

    Held 6th. 1.9K estimated branded searches, 0% vs prior month. Share -0.2 points.

Compare popularity between Genesys and its closest rivals

Every comparison with Genesys

16 comparisons

How has branded search demand for Genesys changed worldwide over the last 12 months?

3 findings
  • Across the 12 months ending September 2026, estimated monthly branded searches for Genesys worldwide held steady, from 137K to 136K.
  • Across the 12 months ending September 2026, Genesys’ share of searches among contact centre analytics platforms worldwide decreased from 76.5% to 74.8%.
  • Across the 12 months ending September 2026, Genesys’ share of searches among contact centre analytics platforms worldwide peaked at 76.5% in December 2025 and was lowest at 69.2% in March 2026.

How did search popularity change for contact centre analytics platforms worldwide in September 2026?

6 changes

  1. In September 2026, Genesys gained share of searches among contact centre analytics platforms worldwide, from 72.7% to 74.8%.

  2. In September 2026, Level AI gained share of searches among contact centre analytics platforms worldwide, from 5.4% to 6.7%.

  3. In September 2026, Gong lost share of searches among contact centre analytics platforms worldwide, from 4.4% to 3%.

  4. In September 2026, NICE CXone lost share of searches among contact centre analytics platforms worldwide, from 10.9% to 10%.

  5. In September 2026, Observe.AI lost share of searches among contact centre analytics platforms worldwide, from 5.4% to 4.5%.

  6. Estimated monthly branded searches for CallMiner worldwide fell 20.8% over 12 measured months, from 2.4K to 1.9K in September 2026.

How are Genesys’ branded searches counted?

3 search terms

Brandwave collects information about searches that people make online using Genesys’ name. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brand is growing, holding steady, or fading.

  • genesys
  • genesys app
  • genesys software

Do you work for Genesys? To request corrections or removal please contact us via our support page and we will be happy to assist.

How the Brand Demand Index is measured

Where does Genesys compete?

Genesys is ranked in four competitor sets. Each share is worked out among that set's brands, so it differs from set to set.
Competitor setRankShare of searchesRanking
Call centre software3rd of 815.7%Show ranking
Cloud contact center platforms1st of 552.2%Show ranking
Contact centre workforce management1st of 664.6%Show ranking
Contact centre analytics platforms1st of 674.8%Shown above
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