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Zendesk vs Genesys Cloud Comparison

Overview

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

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
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$75/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,315

889

236

43

34

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

5

4

3

2

1

38

47

11

3

4

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

Pros

Ticket handling is great, and the way everything links together is amazing. The ability to search across the whole platform (documentation, tickets, users) all at once, is fantastic.
It's a very easy to use with very good features that really help make the job much easier. I really learned a lot thanks to it, becaus zendesk helps me know my applicacion even better.
The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team.

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

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
I haven't found any problem with this app at the moment. I think it fits our needs at the moment, I will update my review if I ever find a problem.

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 review14 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features98
  • A/B Testing
  • API
  • Access Control
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • 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
  • Caller ID
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Computer Telephony Integration
  • Conditional Logic
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • HIPAA Compliance
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Assignment
  • Lead Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Video Conferencing
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features66
  • A/B Testing
  • API
  • Access Control
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • 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
  • Caller ID
  • Campaign Analysis
  • Campaign Management
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Computer Telephony Integration
  • Conditional Logic
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • HIPAA Compliance
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Assignment
  • Lead Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • PCI DSS Compliance
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Video Conferencing
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations864
  • 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 integrations18
  • 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

Zendesk vs. Genesys Cloud

See how Zendesk 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.

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