ClickDesk vs Genesys Cloud Comparison

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Overview

ClickDesk is a live support solution for customer service teams which combines live chat, voice chat, help desk & a social...

Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$14.99/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$75.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

3.7

(18)

5

4

3

2

1

6

7

1

1

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
73%
would recommend this app

5

4

3

2

1

38

44

11

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
would recommend this app

Pros

This is a product for those who want a bit of “help desk” but not too much. The tools are easy to use and will help you navigate through the complicated world of customer relationships.
Nice features for the free package. Map information and e-mail transcription of each conversation are very interesting.
Clickdesk has nice features to turn on. You can customize the feature the ways you like to make more clear for customers.

Pros

It had great call tracking, out of all the phone systems I have used they have the best admin benefits to QA calls.
Genesys is a great company that cares about the opinions of their customers.
Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance.

Cons

Terrible business practice and on principle alone would NEVER advise doing business with this company.
In my case one single user is enough since we do not have visitors that demand more than this. Sometimes (rarely) it seems to become disconnected but I am not sure if it is a problem with the app.
ClickDesk really pushes you hard and incessantly to upgrade, which gets a bit annoying after a while.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company.
The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand.
Customer service is not good in my experience, their responses were always delayed. They had several site outages that impacted production.
  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features44
  • API
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Archiving & Retention
  • Auto-Dialer
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact History
  • Contact Management
  • Custom Forms
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Drag & Drop Interface
  • Email Integration
  • Email Templates
  • Employee Database
  • Employee Management
  • File Transfer
  • Filtered Views
  • Geographic Maps
  • Geolocation
  • HIPAA Compliance
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Instant Messaging
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Project Notes
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Receiving
  • Reporting & Statistics
  • Role-Based Permissions
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Status Reporting
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Visitor Tracking
  • Widgets
  • Total features66
  • API
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Archiving & Retention
  • Auto-Dialer
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact History
  • Contact Management
  • Custom Forms
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Drag & Drop Interface
  • Email Integration
  • Email Templates
  • Employee Database
  • Employee Management
  • File Transfer
  • Filtered Views
  • Geographic Maps
  • Geolocation
  • HIPAA Compliance
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Instant Messaging
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Project Notes
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Receiving
  • Reporting & Statistics
  • Role-Based Permissions
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Status Reporting
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Conferencing
  • Visitor Tracking
  • Widgets

Integrations

  • Total integrations56
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • JIRA
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations13
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • JIRA
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

ClickDesk vs. Genesys Cloud

See how ClickDesk and Genesys Cloud stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.