HubSpot Service HubGenesys Cloud CXHubSpot Service Hub vs Genesys Cloud CX

HubSpot Service Hub vs Genesys Cloud CX: CRM-based help desk or contact center

A CRM-based help desk against a contact center platform: HubSpot Service Hub is $500 a month cheaper for five people. What decides between HubSpot Service Hub and Genesys Cloud CX, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

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The short answer

Pick HubSpot Service Hub if your sales and marketing already live in HubSpot and support should share the CRM. Pick Genesys Cloud CX if you run a contact center where voice, routing and workforce management come first. For five people, HubSpot Service Hub is $500 a month cheaper than Genesys Cloud CX ($75 a month on HubSpot Service Hub against $575 on Genesys Cloud CX), before AI. Sellio Mini is $45, $30 under HubSpot Service Hub. HubSpot Service Hub and Genesys Cloud CX both include website chat and email in the price; only Genesys Cloud CX has WhatsApp and Instagram. Neither HubSpot Service Hub nor Genesys Cloud CX includes Telegram outright. A team of two to ten choosing between HubSpot Service Hub and Genesys Cloud CX for chat and tickets at one price has a third option below.

At a glanceHubSpot Service HubHubSpot Service HubGenesys Cloud CXGenesys Cloud CX
Built aroundThe CRM record · help desk on top of HubSpotThe contact center · voice first, digital added
Entry plan$15/seat/mo · Starter, yearly$75/user/mo · CX 1: voice only
Chat in the price$0 · Free tools: chat with HubSpot branding$115/user/mo · CX 2: adds digital channels
AI agent$9 per 1,000 credits · 50 credits per resolutionAI tokens · 250 a month included per org
Copilot for agentsBreeze · in the plansIn tokens
Free planYes · 2 users, branded chatNone · no printed trial

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    HubSpot Service HubHubSpot Service Hub

    As a ticket on the CRM contact, with every marketing and sales touch beside it. Genesys Cloud CX has no ticket queue behind its conversations.

    Genesys Cloud CXGenesys Cloud CX

    As an interaction routed by skills and queues, whether it is a call, a web message or an email. HubSpot Service Hub raises a ticket where Genesys Cloud CX keeps a conversation.

  2. 02

    What the seat buys

    HubSpot Service HubHubSpot Service Hub

    Starter is $15 a seat; Professional is $90 with a $1,500 onboarding fee, and that is where routing and SLAs start. $75 for five people, against $575 on Genesys Cloud CX.

    Genesys Cloud CXGenesys Cloud CX

    $75 buys voice on CX 1; web messaging, email and social start on CX 2 at $115 per user. $575 for five people, against $75 on HubSpot Service Hub.

  3. 03

    How the AI is billed

    HubSpot Service HubHubSpot Service Hub

    Customer Agent costs 50 credits per resolved conversation, and credits are $9 per 1,000, so about $0.45 a resolution. Genesys Cloud CX folds AI (AI tokens) into the plan instead.

    Genesys Cloud CXGenesys Cloud CX

    AI Experience tokens: a monthly allowance per org, then bought by usage, covering bots and agent assist. HubSpot Service Hub meters AI ($9 per 1,000 credits) above the seats instead.

  4. 04

    Channels in the price

    HubSpot Service HubHubSpot Service Hub

    Chat, email and Messenger on the lower plans; WhatsApp and calling on Professional; no Telegram. Genesys Cloud CX adds WhatsApp and Instagram, which HubSpot Service Hub lacks.

    Genesys Cloud CXGenesys Cloud CX

    Voice, web messaging, email, SMS, WhatsApp, Messenger and Instagram on the digital plans; no Telegram. WhatsApp and Instagram are here and not on HubSpot Service Hub.

  5. 05

    Beyond the inbox

    HubSpot Service HubHubSpot Service Hub

    The rest of HubSpot: marketing, sales, CMS and the shared CRM. Genesys Cloud CX is a contact center platform instead.

    Genesys Cloud CXGenesys Cloud CX

    Workforce management, quality, speech analytics and outbound dialing for a contact center. HubSpot Service Hub is a CRM-based help desk instead.

  6. 06

    Time to the first reply

    HubSpot Service HubHubSpot Service Hub

    An afternoon on Starter; Professional comes with a paid onboarding. Genesys Cloud CX is weeks.

    Genesys Cloud CXGenesys Cloud CX

    Weeks: a contact center rollout with routing, IVR and workforce setup. HubSpot Service Hub is an afternoon on Starter.

Sources: HubSpot Service Hub pricing · Genesys Cloud CX pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The HubSpot help desk workspace: the ticket with the CRM contact and its timeline
HubSpot Service HubHubSpot Service Hub. The HubSpot help desk workspace: the ticket with the CRM contact and its timeline
The Genesys Cloud agent workspace: the interaction queue with a web message and the customer record
Genesys Cloud CXGenesys Cloud CX. The Genesys Cloud agent workspace: the interaction queue with a web message and the customer record

What your team would pay

Move the sliders. Yearly-billing rates from each vendor’s pricing page, next to Sellio’s plan for the same number of seats.

5 people who answer customers

50

300 resolved conversations on HubSpot Service Hub, AI conversations on Genesys Cloud CX

3000+
HubSpot Service HubHubSpot Service Hub

$206/mo

Shared inbox, chat, 500 credits.

5 × $15 seats
$75
290 resolved conversations × $0.45
$131

Yearly billing; monthly costs more. 50 credits per resolution at $9 per 1,000 credits; Starter's 500 credits cover about ten. Rates recorded on 2026-09-13.

Genesys Cloud CXGenesys Cloud CX

$575/mo

Voice, web messaging, email, social.

5 × $115 seats
$575
300 AI conversations × $0
$0

Yearly billing; monthly costs more. Genesys bills AI in Experience tokens with a monthly allowance per org, so no per-conversation rate is printed. Rates recorded on 2026-09-13.

Sellio · Mini

$55/mo

One price for the workspace: 3 channels, 2 AI agents, $5 AI credit a month.

Workspace, 5 of 5 seats
$45
AI past 100 included conversations
$10
Copilot for agents
Included

About $0.05 per AI conversation past the credit, with a daily and monthly cap you set. Yearly billing takes 20% off. See every plan.

Pricing references: HubSpot Service Hub pricing page (recorded 2026-09-13); Genesys Cloud CX pricing page (recorded 2026-09-13). Calculator uses yearly-billing rates. Prices change; confirm current terms with each vendor.

5 people, website chat plus 2 more channels, 2 AI agents: $45 a month. Start free, no card.

Start freeSee every plan

HubSpot Service Hub, Genesys Cloud CX and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureHubSpot Service HubHubSpot Service HubGenesys Cloud CXGenesys Cloud CXSellio

Pricing

Pricing model
Per seat; onboarding fees; AI by credits
Per user; AI by tokens
Per workspace; seats and channels are plan limits
Free plan
2 users, HubSpot branding
None
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
All plans
Web messaging on CX 2 and up
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
All plans
CX 2 and up
From Mini: forward your support address; reply from the thread
WhatsApp
Professional and up
CX 2 and up, plus fees
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Messenger only
CX 2 and up
From Mini: Instagram DMs beside web chat
Telegram
Not offered
Not offered
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Slack and Teams notifications
Teams and Slack integrations
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
Customer Agent
Bots on tokens
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
50 credits per resolution, $9 per 1,000
Tokens, then usage
Metered from an included credit, with caps you set
AI hands off to a person
Creates a ticket
Routes to a queue
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
On the CRM record
Cases via work automation
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Professional and up
Architect flows
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Reports; advanced on Professional
Deep contact center reporting
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile
Desktop app
Native Windows and macOS apps

Which one, for whom

Pick HubSpot Service Hub if

  • Your sales and marketing already live in HubSpot and support should share the CRM.
  • You want an AI agent priced per resolution at under a dollar.
  • Five people cost $500 a month less than on Genesys Cloud CX ($75 against $575), before AI.
  • You want a free plan to start on; Genesys Cloud CX offers no trial.

Pick Genesys Cloud CX if

  • You run a contact center where voice, routing and workforce management come first.
  • Named, concurrent or hourly licensing matters for shift work.
  • You need WhatsApp and Instagram in the price, which HubSpot Service Hub does not include outright.
  • You want native desktop apps, which HubSpot Service Hub does not ship.

The third option: Sellio

  • Two to ten of you answer chat, messaging and email. Compare Sellio's workspace plans with $75 a month on HubSpot Service Hub against $575 on Genesys Cloud CX for five people, including each product's limits.
  • The AI invoice should be known in advance: HubSpot Service Hub meters AI ($9 per 1,000 credits) above the seats and Genesys Cloud CX folds AI (AI tokens) into the plan, where Sellio's credit is included and capped by you.
  • You need Telegram, which neither HubSpot Service Hub nor Genesys Cloud CX includes.

What two, five and ten people pay

HubSpot Service Hub on Starter: $30, $75 and $150 a month for two, five and ten people, before AI. Genesys Cloud CX on CX 2: $230, $575 and $1,150 a month for two, five and ten people, before AI. Sellio: Free for two seats; Mini at $45 for five, $30 less than HubSpot Service Hub and $530 less than Genesys Cloud CX for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $55 under HubSpot Service Hub and $1,055 under Genesys Cloud CX.

Where the two agree, and where they split

HubSpot Service Hub is a CRM-based help desk built around the CRM record; Genesys Cloud CX is a contact center platform built around the contact center. Only HubSpot Service Hub has a free plan (2 users, branded chat); Genesys Cloud CX offers no trial. HubSpot Service Hub and Genesys Cloud CX both include website chat and email in the price; only Genesys Cloud CX has WhatsApp and Instagram. Neither HubSpot Service Hub nor Genesys Cloud CX includes Telegram outright. HubSpot Service Hub meters AI ($9 per 1,000 credits) above the seats; Genesys Cloud CX folds AI (AI tokens) into the plan. HubSpot Service Hub has tickets and Genesys Cloud CX does not, and only Genesys Cloud CX ships desktop apps. HubSpot Service Hub is an afternoon on Starter; Genesys Cloud CX is weeks.

What each price leaves out

HubSpot Service Hub: HubSpot Credits at $9 per 1,000; Customer Agent uses 50 credits per resolved conversation. Genesys Cloud CX: AI Experience tokens: 250 named or 350 concurrent a month per org included, then bought by usage. Beside HubSpot Service Hub's $9 per 1,000 credits and Genesys Cloud CX's AI tokens, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    HubSpot Service HubHubSpot Service Hub$0.45$212
    Genesys Cloud CXGenesys Cloud CXAssumed $0$0
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    HubSpot Service HubHubSpot Service Hub · Free tools, no trial clock
    Genesys Cloud CXGenesys Cloud CX · None printed; contact sales
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

HubSpot Service Hub vs Genesys Cloud CX: the questions people ask

HubSpot Service Hub is a CRM-based help desk built around the CRM record; Genesys Cloud CX is a contact center platform built around the contact center. HubSpot Service Hub has tickets and Genesys Cloud CX does not, and only Genesys Cloud CX ships desktop apps.

  • Entry plan: HubSpot Service Hub $15/seat/mo (Starter, yearly); Genesys Cloud CX $75/user/mo (CX 1: voice only).
  • Chat in the price: HubSpot Service Hub $0 (Free tools: chat with HubSpot branding); Genesys Cloud CX $115/user/mo (CX 2: adds digital channels).
  • Sellio: Telegram, which neither HubSpot Service Hub nor Genesys Cloud CX has outright, plus the rest of the five, on every paid plan.

The shared inbox page puts Sellio beside HubSpot Service Hub and Genesys Cloud CX on the same rows.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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