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Talkdesk vs Genesys Cloud Comparison

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Overview

Category Leaders

Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

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

  • 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

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

75

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

425

203

30

4

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

5

4

3

2

1

46

52

11

3

4

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

Pros

Good desktop app, user-friendly, good quality of sound, good customer service, integrated with Salesforce.
It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution.
The feature that I have come to like with talkdesk is having the capability to record all of our calls. Also my talkdesk and Salesforce work together so that is a great benefit as well.

Pros

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.
Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.
I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Cons

It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible.
Unable to place on hold and transfer, you need to mute the call and then transfer. This can be a bit awkward for the caller since they will just hear silence until the transfer has been initiated.
Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk.

Cons

The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.
It's hard to read and when extracting the data and the formatting is hard to read / follow.
It's an expensive product that struggles with concurrent licensing models and mixed license types.
  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review18 days ago

Key features

  • Total features96
  • AB Testing
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Applicant Tracking
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Charting
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Activity Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Desktop Notifications
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Database
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Gamification
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base 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
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Visitor Tracking
  • Widgets
  • Workflow Management
  • Total features131
  • AB Testing
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Applicant Tracking
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Charting
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Activity Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Desktop Notifications
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Database
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Gamification
  • HIPAA Compliant
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base 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
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Open Database Design
  • Outbound Call Center
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Progressive Dialer
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Unified Communications
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Visitor Tracking
  • Widgets
  • Workflow Management

Integrations

  • Total integrations58
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations21
  • Dropbox Business
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • 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

Talkdesk vs. Genesys Cloud

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