Genesys 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.
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Zendesk Suite
Score 8.6 out of 10
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Zendesk 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.
I supported the PureConnect system before and felt the setting of the system is not as easy as the Genesys Cloud. Also the function of the Genesys Cloud is much stronger than the PureConnect . Finally, the PureConnect not have the using of Bot and AI which are currently very …
Genesys Cloud CX offered a high degree of connectivity within our existing framework. We were also assured by the lack of outages in the past, which brought us comfort that we will always be able to support our customers.
on the QA Feature, Genesys stacks like a 6 against Callminer based on our heavy dependency of data granularity and in depth speech analytics needs for reporting
I was not involved in the process of tech discovery and evaluation so cannot comment on other products that are knowledge bases. We have other tools that have knowledge bases such as D2L brightspace. It's an 'FAQ' tool that is in addition to the main features so is not a …
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its …
I think Genesys Cloud CX is superior to these products in basically every way, makes them seem very old fashioned immediately on first use. It does all that these products do combined, and more besides.
Genesys Cloud CX stands out among outdated call center platforms by allowing the ability to customize to your needs. When upgrading it was a no brainer to choose the best of the best. Genesys allowed us to combine our chat, email communication, and phones into one platform.
Before fully migrating to Genesys Cloud CX, we relied on Zendesk Talk and Chat as our primary contact for our customers to manage interactions. While we used Zendesk in our early stages and it goes well for us, but it did outgrew some capabilities. Unlike Genesys Cloud, we …
I don't think it can even compare. Genesys Cloud CX is a whole different level. The biggest advantage was that Genesys cares about its customers, regardless of size; it listens to feedback, encourages customers to get involved with its roadmap, and provides so many educational …
They are also capable of providing the services required in the market at the moment, unlike Genesys Cloud CX, which is an all-in-one, well-managed platform. Starting with open-source API documentation and the resource center, you get help in all forms, and learning is never …
While both are industry leaders, Genesys Cloud CX stands out for its superior ease of use and all-in-one integration, avoiding the "disjointed" feel often found in NICE's complex setup. We selected Genesys for its intuitive interface and significantly lower administrative …
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC …
There really is no comparison between Genesys Cloud CX and other vendors we considered. We worked with two other products and neither came close to offering the sophistication, end-user interface or reliability that Genesys offers.
Genesys provided top-level service and responsiveness. They go above and beyond constantly to ensure we are aware of new offerings and getting the most out of their services.
Genesys is vendor-agnostic product. Genesys integrates more flexibly with Microsoft Temas, Zoom and various CRM systems. Genesys is a much more robust in Agent Desktop, better managing human agent's workday, quality scoring and complex voice routing. Also, Genesys has a mature …
Genesys far outstrips Q Master, our previous Contact Centre technology which was outdated by decades. Genesys brings our contact centre needs into the 21st century allowing us to support our students in new ways previously inaccessible to us. The efficiency gains have been …
The major advantage Genesys has over these platforms is in its code nocode user interface. It empowers the end user to deliver most of the functionalities on their end without the dependency on the vendor. The app foundry is also vast with lots of reliable tools which can be …
Zendesk Suite is a better product all round for customer support - it is designed specifically as a level 1 helpdesk platform and compares favourably to JIRA. While JIRA has some extra features and can do things like change management and service management it does not do them …
Zendesk Suite blows what I have used before out the water. The base features alone are a level of advancement far above my previously used systems. Also, the ingenuity of the software to mold to my needs is priceless.
Zendesk Suite has been a much better fit for us than Salesforce Experience Cloud and Salesforce Knowledge. With Salesforce, many basic knowledge base needs require custom development or AppExchange add-ons, from UI tweaks to more advanced analytics. Authoring and formatting …
Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just …
Here are the explanations for my preference of analysis Zendesk Suite to this end:
Power + Usability: Zendesk Suite has abundant omnichannel coverage, acceptable automation, and decent reporting but does not go all in to full-custom dev mode, so hangs nicely in the space of …
We use JIRA for some IT Tickets but we ended up using JIRA as our second line of defense. If support couldn't resolve a Zendesk ticket, they create a JIRA ticket and someone else is pulled in to help troubleshoot something more complex. We haven't really had an issue having to …
We Initially started working the Zendesk Suite and it is more easier to understand all the functionalities and workflows. It is more secured and well managed platform
I haven't really used other services of this kind for some time now, but that is simply because Zendesk Suite has provided us with everything that we have needed, and have also continue improving a developing new features through time.
I like the Zendesk Suite because it can run on any of most browser that is compatible. The navigational experience is better than most CRM tools I have encountered with and far more advance with the embedded UI and plugins. Back then, the dialer for calls we has to use a …
Zendesk Suite seemed to have a lot more customization and flexibility. We have multiple "brands" that need to follow different flows and have different needs and Zendesk Suite allowed us to easily do that. We also had strong needs for a help center and liked how their worked …
Although Zendesk Suites has a higher value when it comes to it's pricing, Zendesk offers more features and functionality also Zendesk Suites has already established it's name and is trusted by many businesses and organizations. Other similar products maybe cheaper and simple …
Zendesk Suite is very similar to the companies we listed, but, in my opinion, there are a lot of things that these companies do right that Zendesk Suite fails at. Particularly reporting and phone systems. We have looked into Five9 in great detail to replace our current phone …
Zendesk Suite comes with a complete package. Right from receiving customer calls to responding emails. Managing tickets and following up with customers for required information. This tool feels like the place where you can Manage more of the things
Zendesk Suite ultimately is very capable and highly configurable. When you really get to know what options exist, there are a lot of workflows you can build for your support operation that can improve agent efficiency, and lead to higher CSAT.
Create mobile-friendly, personalized support request forms with Formstack’s easy-to-use builder ,Auto-add new support tickets to Zendesk CRM and alert your first available team member Build better customer relationships by storing everything in one, secure place and improving …
Zendesk Suite is way less complicated than Salesforce. The response from the team is prompt if the company is in need. It's all in one place. Commercial friendly as well. Cost effective to what we pay. Used by MNC's hence better clarity of the suite even brand wise. Zendesk …
We have been able to use Genesys Voice AI conversation BOT to address customer standard queries like check upcoming appointment schedules, reschedule appointments, payment status, bill copy. All these use cases were handled by agents earlier and now this has been completely automated. We are now able use agents for complex tasks and provide standard services 24/7 which earlier had agent dependency.
Benefits of Zendesk Suite: Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite. An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly. Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years. Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets. Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes. This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows. Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its Outbound systems, currently we are still using pureconnect as an outbound platform and shortfalls in the Cloud CX system has meant we must look elsewhere for our future operations.
Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Our Idle time for agents decreased by up to 30% compared to the previous system. Agents who are idle and not accepting calls are placed in a not responding status, which is a significant addition to our idle time.
35% of our customers are able to complete their queries in the IVR. Integration with Salesforce made this possible, as the data is retrieved directly from the platform and accessed in real time. This helped us reduce the Agents' workload and significantly increase revenue.
Gamification is a huge plus; our Agents are actively tracking the weekly scores and working toward them to achieve them.
Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.
