Genesys Cloud CX vs. PBXware Comparison Chart

Our multi-tenant platform lets service providers deliver a complete business phone system to clients of any size, under their own brand, from a single installation. PBXware handles call routing, IVR, hot-desking, call recording, and conferencing. gloCOM brings voice, video, chat, and meetings into one interface across desktop, mobile, and web, which simplifies both the user experience and the support overhead. Multi-CRM support in v8 means call activity logs automatically to each user's CRM, reducing manual data entry across the board. For clients ready for contact center capabilities, CC Lite adds ERG callback, real-time wallboards, and scheduled reports as a clean upsell with no migration required.

Our VoIP solution pairs PBXware with gloCOM: the PBX handles the infrastructure, gloCOM handles what the user actually sees and touches. Calls follow the person across desktop, mobile (iOS and Android), and web on the same number, which removes the friction of being tied to a specific device or location. With v8 multi-CRM support, conversation history logs automatically to each user's CRM across all channels and devices, so client data stays accurate without additional manual work. gloCOM Next runs on a unified codebase across desktop and web, with full branding control through BRM. Fully white-label, so providers own the customer relationship from end to end.

White-label and built for service providers, offers partners a fully omnichannel contact center they can bring to market under their own brand (or lighter CC capabilities under a different plan). Agents work from a single workspace across voice, SMS, email, live chat, WhatsApp, and Facebook Messenger, which matters because customers expect continuity regardless of channel. Supervisors get wallboards, live queue visibility, and 40 plus reports, so decisions are based on what is actually happening, not what happened an hour ago. With v8, Voice Agents extend coverage to hours when agents are not available, and multi-CRM support ensures every interaction is automatically logged to the right record without manual entry. Four outbound dialer strategies let providers match the tool to the campaign type.

Our Cloud PBX runs PBXware on SERVERware, our hosting and infrastructure platform built specifically for communications. The distinction matters in practice: geo-redundancy, automatic failover, and storage replication are part of the foundation PBXware runs on, so a hardware failure stays at the infrastructure level and never reaches the customer. Providers scale by adding hosts as their client base grows, with services running uninterrupted throughout. Multi-tenant architecture means multiple clients managed from a single installation, and the entire stack is fully white-label, so providers deliver it under their own brand at their own margins.

PBXware is Asterisk-based, built on open standards, and in active development since 2004, which makes it the oldest platform of its kind still evolving. Open standards give providers real flexibility, with compatibility across the SIP infrastructure and hardware clients already have in place. The platform comes in three plans covering everything from full-featured PBX and UC through to omnichannel contact center. Providers can deploy Voice Agents and Live Transcription in days, run multiple CRMs in parallel per tenant with automatic activity logging, and connect real-time call events to their clients' automation tools through the Event Publisher. PBXware runs on SERVERware, sipPROT secures it at the SIP level, and gloCOM Next connects end users across desktop, mobile, and web. Fully white-label.

PBXware connects clients to their carriers and handles everything the call infrastructure needs: SIP trunking, call routing, IVR, auto-provisioning, and hot-desking. It is built on open standards, which in practice means providers can work with the SIP infrastructure and hardware their clients already have in place. With v8, AI capabilities are manageable through AI Hub and ready to deploy in days, covering Voice Agents, Live Transcription, and Text to Speech. The Event Publisher publishes real-time call events as structured JSON the moment they happen, so clients can connect PBXware to their CRM tools without custom development. Available in a true multi-tenant architecture, on cloud or on-premise, Bicom branded or fully white-label.

Our platform is built for service providers delivering unified communications as a managed service under their own brand. Multi-tenancy means each client gets an isolated configuration on a shared installation, which keeps infrastructure lean and margins healthy as the client base grows. For providers with clients running full contact center operations, our omnichannel CC offers agent and supervisor workspaces, skill-based routing, dialer, and 40 plus reports. The full UC stack is included across all plans: voice, video, chat, meetings, and v8 AI features covering Voice Agents, Live Transcription, and multi-CRM support with automatic activity logging across channels and devices. gloCOM Next is the client-facing app, fully brandable. We handle development, updates, and support, so providers focus on growing their business.

Our UC platform brings PBXware and gloCOM together into a single product that service providers can bring to market under their own brand. Voice, video, chat, meetings, and presence run in one interface across desktop, mobile, and web, on a unified codebase that keeps the desktop and web experience consistent and easier to support. v8 multi-CRM support runs multiple CRMs in parallel per tenant, with conversation history logging automatically across all channels and devices, so client data is always where it needs to be. AI capabilities through AI Hub add Voice Agents and Live Transcription for providers looking to differentiate. Fully white-label, with branding managed through BRM.