Genesys Cloud CX vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 out of 10
N/A
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.
$75
per month
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month 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
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
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.
More Pricing Information
Community Pulse
Genesys Cloud CXZendesk Suite
Considered Both Products
Genesys Cloud CX
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.
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 …
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 …
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 …
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.
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.
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.
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 …
Chose Genesys Cloud CX
We were on Genesys Premier and were prompted to migrate to Genesys Cloud.
Chose Genesys Cloud CX
Talk desk didn't have the reporting that Genesys had, so it paled in comparison.
Zendesk Suite
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 …
Top Pros
Top Cons
Features
Genesys Cloud CXZendesk Suite
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Zendesk Suite
-
Ratings
Agent dashboard7.9365 Ratings00 Ratings
Validate callers7.9318 Ratings00 Ratings
Outbound response7.6283 Ratings00 Ratings
Call forwarding8.3307 Ratings00 Ratings
Click-to-call (CTC)8.4245 Ratings00 Ratings
Warm transfer8.5352 Ratings00 Ratings
Predictive dialing7.8208 Ratings00 Ratings
Interactive voice response8.3299 Ratings00 Ratings
REST APIs8.3251 Ratings00 Ratings
Call scripts8.4280 Ratings00 Ratings
Call tracking8.4343 Ratings00 Ratings
Multichannel integration8.3275 Ratings00 Ratings
CRM software integration7.8265 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Zendesk Suite
-
Ratings
Inbound call routing8.5339 Ratings00 Ratings
Omnichannel inbound routing8.0257 Ratings00 Ratings
Recording8.4344 Ratings00 Ratings
Quality management7.9314 Ratings00 Ratings
Call analytics7.9325 Ratings00 Ratings
Historical reporting7.6338 Ratings00 Ratings
Live reporting7.8333 Ratings00 Ratings
Customer surveys6.7198 Ratings00 Ratings
Customer interaction analytics7.6240 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Genesys Cloud CX
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Genesys Cloud CX
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Genesys Cloud CX
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
Best Alternatives
Genesys Cloud CXZendesk Suite
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXZendesk Suite
Likelihood to Recommend
8.6
(406 ratings)
8.3
(147 ratings)
Likelihood to Renew
7.2
(37 ratings)
10.0
(40 ratings)
Usability
9.1
(68 ratings)
6.9
(20 ratings)
Availability
8.4
(6 ratings)
8.6
(13 ratings)
Performance
8.0
(6 ratings)
8.0
(10 ratings)
Support Rating
7.1
(97 ratings)
9.0
(29 ratings)
In-Person Training
7.7
(4 ratings)
10.0
(1 ratings)
Online Training
7.6
(10 ratings)
7.9
(9 ratings)
Implementation Rating
8.2
(18 ratings)
9.0
(18 ratings)
Configurability
8.2
(5 ratings)
9.3
(3 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
5.3
(7 ratings)
-
(0 ratings)
Product Scalability
8.4
(6 ratings)
-
(0 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.4
(7 ratings)
-
(0 ratings)
Vendor pre-sale
8.4
(7 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXZendesk Suite
Likelihood to Recommend
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
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Pros
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
Read full review
Cons
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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Likelihood to Renew
Genesys
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
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Zendesk
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.
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Usability
Genesys
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.
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Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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Zendesk
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
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In-Person Training
Genesys
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
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Zendesk
No answers on this topic
Online Training
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Zendesk
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.
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Implementation Rating
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
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Contract Terms and Pricing Model
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Zendesk
No answers on this topic
Scalability
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Zendesk
No answers on this topic
Professional Services
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Zendesk
No answers on this topic
Return on Investment
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations