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Genesys Cloud CX vs. Zendesk Suite

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Genesys Cloud CX

757 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    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

    Zendesk Suite

    Score8.8 out of 10
    		N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    Genesys Cloud CXZendesk Suite
    Editions & Modules
    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
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Genesys Cloud CXZendesk Suite
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional DetailsPricing plans can also be billed hourly.20% discount available with annual pricing.
    More Pricing Information
    Community Pulse
    Genesys Cloud CXZendesk Suite
    Considered Both Products
    Genesys
    GERMAN ORJUELA SANCHEZ
    National Service Coordination Administrator in Product Management at Sevientrega (Logistics & Supply Chain, 5001-10,000 employees)
    Chose Genesys Cloud CX
    Although tools on the market offer similar features, what’s interesting about Genesys Cloud CXis its scalability, ease of implementation, and the advantage of being fully web-enabled. And as I mentioned earlier, the brand's support is an added value, as the assistance they …
    Incentivized
    Clayton Bevan
    Genesys Administrator in Information Technology at Fidelity National Home Warranty (Insurance, 501-1000 employees)
    Chose Genesys Cloud CX
    None of the others considered had the full rounded feature sets that Genesys Cloud CX does and/or were a much higher price point.
    Incentivized
    Frederik Björkman Bentzen
    Senior Workforce & Traffic Specialist in Customer Service at 3 Danmark (Telecommunications, 201-500 employees)
    Chose Genesys Cloud CX
    Cost and the cloud-based aspect, which perfectly suits our needs. The e-mail solution in Genesys Cloud is a work in progress, but much cheaper than other solutions.
    Incentivized
    Aarde Cosseboom
    Senior Director of GMS Technology, Product, & Analytics in Customer Service at TechStyle Fashion Group (Apparel & Fashion, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys Cloud's major differentiations are: cloud-based AWS technology on MicroServices that allows for the more frequent (and less disruptive) release of features.
    Incentivized
    Michael Jacobson
    Manager E-Services in Customer Service at Step Up For Students (Non-Profit Organization Management, 201-500 employees)
    Chose Genesys Cloud CX
    Zendesk is a better email ticketing system, as managers could review, assign, and close (when necessary) multiple tickets at once. Those features made email work much faster and more efficient. Zendesk also easily integrates with other platforms, such as PlayVox (for QA) and …
    Incentivized
    Gilbert Chinapen
    System Administrator in Information Technology at Sportsbet (Gambling & Casinos, 501-1000 employees)
    Chose Genesys Cloud CX
    Compared to the many other contact center products, Genesys Cloud

    • Offered local support presence
    Incentivized
    Matthieu Frys
    Contact Center Engineer in Information Technology at Lyreco Group (Business Supplies and Equipment, 5001-10,000 employees)
    Chose Genesys Cloud CX
    Alcatel system does not provide an intelligent ACD routing system. No customer recognition, no service call. Avaya has intelligent ACD routing but we didn't have an expert to make it evolve to the next step and system evolution was really expensive. Our old system was not …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    We were on Genesys Premier and were prompted to migrate to Genesys Cloud.
    Incentivized
    Erin Neufeld
    Business Systems Anaylst in Information Technology at Kal Tire (Automotive, 5001-10,000 employees)
    Chose Genesys Cloud CX
    Talk desk didn't have the reporting that Genesys had, so it paled in comparison.
    Incentivized
    Sam Othman
    ICT Support Officer in Information Technology at Ignite Travel Group (Airlines/Aviation, 51-200 employees)
    Chose Genesys Cloud CX
    We used Genesys (Interactive Intelligence) Connect for 4 years prior to moving onto Genesys Cloud. We experienced a ton of downtime, and the SIP devices kept unregistering themselves with the server. The upgrades were infrequent and pricey. We had to do them outside of hours …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
    Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
    Zendesk Talk doesn't have an …
    Incentivized
    Raymond Richardson
    Internal Operations Manager in Customer Service at Werner Co. (Consumer Goods, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
    Incentivized
    Zendesk
    Verified User
    Chose Zendesk Suite
    We used Zendesk Suite initially to bring live support to our customers and it was a success, however we have since migrated away from Zendesk Suite in favour of Genesys Cloud CX. Our IT team had previous experience with this platform for our phone system and it offers many …
    Incentivized
    Sam Othman
    IT Systems & Telephony Administrator in Information Technology at Ignite Travel Group (Airlines/Aviation, 51-200 employees)
    Chose Zendesk Suite
    I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys Cloud CXZendesk Suite
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Zendesk Suite
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Zendesk Suite
    -
    Ratings
    Agent dashboard8.6394 Ratings00 Ratings
    Validate callers8.9346 Ratings00 Ratings
    Outbound response9.0308 Ratings00 Ratings
    Call forwarding8.6334 Ratings00 Ratings
    Click-to-call (CTC)8.8269 Ratings00 Ratings
    Warm transfer9.2381 Ratings00 Ratings
    Predictive dialing8.8226 Ratings00 Ratings
    Interactive voice response9.0327 Ratings00 Ratings
    REST APIs7.8275 Ratings00 Ratings
    Call scripts8.0305 Ratings00 Ratings
    Call tracking8.8371 Ratings00 Ratings
    Multichannel integration8.4300 Ratings00 Ratings
    CRM software integration8.5290 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Cloud CX and Zendesk Suite
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Zendesk Suite
    -
    Ratings
    Inbound call routing8.5366 Ratings00 Ratings
    Omnichannel inbound routing8.9283 Ratings00 Ratings
    Recording9.2371 Ratings00 Ratings
    Quality management8.9340 Ratings00 Ratings
    Call analytics8.9350 Ratings00 Ratings
    Historical reporting8.2365 Ratings00 Ratings
    Live reporting8.7360 Ratings00 Ratings
    Customer surveys7.7221 Ratings00 Ratings
    Customer interaction analytics9.0265 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Genesys Cloud CX and Zendesk Suite
    Feature
    Genesys Cloud CX
    -
    Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets00 Ratings9.2153 Ratings
    Expert directory00 Ratings8.3102 Ratings
    Subscription-based notifications00 Ratings8.6106 Ratings
    ITSM collaboration and documentation00 Ratings8.5104 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of Genesys Cloud CX and Zendesk Suite
    Feature
    Genesys Cloud CX
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Genesys Cloud CX and Zendesk Suite
    Feature
    Genesys Cloud CX
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    Genesys Cloud CXZendesk Suite
    Likelihood to Recommend
    8.6
    (434 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    10.0
    (43 ratings)
    Usability
    8.6
    (69 ratings)
    8.9
    (65 ratings)
    Availability
    8.2
    (6 ratings)
    8.6
    (13 ratings)
    Performance
    8.1
    (6 ratings)
    8.0
    (10 ratings)
    Support Rating
    6.2
    (100 ratings)
    5.5
    (31 ratings)
    In-Person Training
    8.7
    (5 ratings)
    10.0
    (1 ratings)
    Online Training
    8.4
    (11 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    9.0
    (18 ratings)
    Configurability
    9.1
    (6 ratings)
    9.3
    (3 ratings)
    Contract Terms and Pricing Model
    7.9
    (15 ratings)
    -
    (0 ratings)
    Ease of integration
    8.9
    (8 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (7 ratings)
    -
    (0 ratings)
    Professional Services
    7.6
    (12 ratings)
    -
    (0 ratings)
    Vendor post-sale
    7.3
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.8
    (9 ratings)
    -
    (0 ratings)