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Genesys Cloud vs TOPdesk Comparison

Overview

Category Leaders

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

Category Leaders

TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for IT, facilities management, and HR...

  • 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
$75/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$66/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

43

50

11

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

4.6

(42)

5

4

3

2

1

28

11

3

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

It had great call tracking, out of all the phone systems I have used they have the best admin benefits to QA calls.
Seamless integration, great product and feature rich under continual development - all in one place resouce.
Genesys is a great company that cares about the opinions of their customers.

Pros

TOPdesk is a quality solution, supported by quality people and at a very affordable price.
Great, all the staff at TOPdesk were helpful and keen to ensure we achieved our goals.
Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace.

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.

Cons

They lack a lot of features and functionalities that I grew used to with our old ticketing system.
The restriction to just 2 levels of an item. E.g. Main and Sub Category, Branch and Sub Branch.
Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.
  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review22 days ago

Key features

  • Total features131
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Asset Management
  • Asset Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Management
  • Barcoding/RFID
  • Blended Call Center
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Employee Database
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Gamification
  • Graphical Workflow Editor
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • Online Forums
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Predictive Maintenance
  • Preventive Maintenance
  • Preview Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Technician Management
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features85
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Asset Management
  • Asset Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Management
  • Barcoding/RFID
  • Blended Call Center
  • CRM
  • Calendar Management
  • Calibration Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Employee Database
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Gamification
  • Graphical Workflow Editor
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • Online Forums
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Predictive Maintenance
  • Preventive Maintenance
  • Preview Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled / Automated Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Technician Management
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations21
  • 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 integrations20
  • 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

Genesys Cloud vs. TOPdesk

See how Genesys Cloud and TOPdesk stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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