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Freshdesk Contact Center vs. Genesys Cloud CX

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Freshdesk Contact Center

27 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshdesk Contact Center

    Score6.9 out of 10
    		N/AFreshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…

    $0

    per agent/per month

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Pricing
    Freshdesk Contact CenterGenesys Cloud CX
    Editions & Modules
    FREE
    $0
    per agent/per month
    Growth
    $15
    per agent/per ,billed annually
    Pro
    $39
    per agent/per month, billed annually
    Enterprise
    $69
    per agent/per month, billed annually
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    Offerings
    Pricing Offerings
    Freshdesk Contact CenterGenesys Cloud CX
    Free Trial
    YesYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeOptionalNo setup fee
    Additional Details—Pricing plans can also be billed hourly.
    More Pricing Information
    Features
    Freshdesk Contact CenterGenesys Cloud CX
    Cloud PBX
    Comparison of Cloud PBX features of Freshdesk Contact Center and Genesys Cloud CX
    Feature
    Freshdesk Contact Center
    8.9
    8 Ratings
    Genesys Cloud CX
    -
    Ratings
    Hosted PBX9.06 Ratings00 Ratings
    Multi-level Interactive Voice Response (IVR)8.28 Ratings00 Ratings
    Call reports9.48 Ratings00 Ratings
    Directory of employee names9.27 Ratings00 Ratings
    Call Management
    Comparison of Call Management features of Freshdesk Contact Center and Genesys Cloud CX
    Feature
    Freshdesk Contact Center
    8.9
    8 Ratings
    Genesys Cloud CX
    -
    Ratings
    Answering rules8.58 Ratings00 Ratings
    Call recording9.08 Ratings00 Ratings
    Call park9.07 Ratings00 Ratings
    Call screening8.58 Ratings00 Ratings
    Message alerts9.47 Ratings00 Ratings
    VoIP system collaboration
    Comparison of VoIP system collaboration features of Freshdesk Contact Center and Genesys Cloud CX
    Feature
    Freshdesk Contact Center
    9.6
    6 Ratings
    Genesys Cloud CX
    -
    Ratings
    Audio conferencing9.66 Ratings00 Ratings
    Contact Center Software
    Comparison of Contact Center Software features of Freshdesk Contact Center and Genesys Cloud CX
    Feature
    Freshdesk Contact Center
    -
    Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard00 Ratings8.6394 Ratings
    Validate callers00 Ratings9.0346 Ratings
    Outbound response00 Ratings9.0308 Ratings
    Call forwarding00 Ratings8.6334 Ratings
    Click-to-call (CTC)00 Ratings8.8269 Ratings
    Warm transfer00 Ratings9.2381 Ratings
    Predictive dialing00 Ratings8.8226 Ratings
    Interactive voice response00 Ratings9.0327 Ratings
    REST APIs00 Ratings7.8275 Ratings
    Call scripts00 Ratings8.0305 Ratings
    Call tracking00 Ratings8.8371 Ratings
    Multichannel integration00 Ratings8.4300 Ratings
    CRM software integration00 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Freshdesk Contact Center and Genesys Cloud CX
    Feature
    Freshdesk Contact Center
    -
    Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing00 Ratings8.5366 Ratings
    Omnichannel inbound routing00 Ratings8.9283 Ratings
    Recording00 Ratings9.2371 Ratings
    Quality management00 Ratings8.9340 Ratings
    Call analytics00 Ratings8.9350 Ratings
    Historical reporting00 Ratings8.2365 Ratings
    Live reporting00 Ratings8.7360 Ratings
    Customer surveys00 Ratings7.7221 Ratings
    Customer interaction analytics00 Ratings9.0265 Ratings
    User Ratings
    Freshdesk Contact CenterGenesys Cloud CX
    Likelihood to Recommend
    8.8
    (9 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    9.0
    (38 ratings)
    Usability
    8.0
    (1 ratings)
    8.6
    (69 ratings)
    Availability
    -
    (0 ratings)
    8.2
    (6 ratings)
    Performance
    -
    (0 ratings)
    8.1
    (6 ratings)
    Support Rating
    8.1
    (3 ratings)
    6.2
    (100 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (5 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    -
    (0 ratings)
    7.0
    (20 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (6 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    7.9
    (15 ratings)
    Ease of integration
    -
    (0 ratings)
    8.9
    (8 ratings)
    Product Scalability
    -
    (0 ratings)
    9.1
    (7 ratings)
    Professional Services
    -
    (0 ratings)
    7.6
    (12 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.3
    (9 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.8
    (9 ratings)