What users are saying about
Top Rated
202 Ratings
Top Rated
647 Ratings
Top Rated
202 Ratings
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Score 8.2 out of 100
Top Rated
647 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Zendesk Support Suite

Zendesk is most appropriate in environments where managing external communication with single or multi unit teams is a requirement. It's also ideal in a high volume customer centric environment especially when automation and self help articles are a major part of driving success for a support team. It would be less appropriate for companies and teams who require some sort of customer management solution. It's great for keeping up with customer requests, but it's not ideal for maintaining a database about customer details
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys PureConnect
7.7
Zendesk Support Suite
Agent dashboard
Genesys PureConnect
7.1
Zendesk Support Suite
Validate callers
Genesys PureConnect
7.8
Zendesk Support Suite
Outbound response
Genesys PureConnect
7.8
Zendesk Support Suite
Call forwarding
Genesys PureConnect
8.0
Zendesk Support Suite
Click-to-call (CTC)
Genesys PureConnect
7.8
Zendesk Support Suite
Warm transfer
Genesys PureConnect
8.5
Zendesk Support Suite
Predictive dialing
Genesys PureConnect
7.7
Zendesk Support Suite
Interactive voice response
Genesys PureConnect
8.1
Zendesk Support Suite
REST APIs
Genesys PureConnect
7.6
Zendesk Support Suite
Call scripts
Genesys PureConnect
7.6
Zendesk Support Suite
Call tracking
Genesys PureConnect
7.3
Zendesk Support Suite
Multichannel integration
Genesys PureConnect
7.9
Zendesk Support Suite
CRM software integration
Genesys PureConnect
7.4
Zendesk Support Suite

Workforce Optimization (WFO)

Genesys PureConnect
7.6
Zendesk Support Suite
Inbound call routing
Genesys PureConnect
8.2
Zendesk Support Suite
Omnichannel inbound routing
Genesys PureConnect
8.0
Zendesk Support Suite
Recording
Genesys PureConnect
8.1
Zendesk Support Suite
Quality management
Genesys PureConnect
8.0
Zendesk Support Suite
Call analytics
Genesys PureConnect
7.3
Zendesk Support Suite
Historical reporting
Genesys PureConnect
6.9
Zendesk Support Suite
Live reporting
Genesys PureConnect
7.2
Zendesk Support Suite
Customer surveys
Genesys PureConnect
7.5
Zendesk Support Suite
Customer interaction analytics
Genesys PureConnect
7.1
Zendesk Support Suite

Incident and problem management

Genesys PureConnect
Zendesk Support Suite
6.8
Organize and prioritize service tickets
Genesys PureConnect
Zendesk Support Suite
7.0
Expert directory
Genesys PureConnect
Zendesk Support Suite
6.7
Subscription-based notifications
Genesys PureConnect
Zendesk Support Suite
5.3
ITSM collaboration and documentation
Genesys PureConnect
Zendesk Support Suite
7.4
Ticket creation and submission
Genesys PureConnect
Zendesk Support Suite
7.3
Ticket response
Genesys PureConnect
Zendesk Support Suite
7.0

Self Help Community

Genesys PureConnect
Zendesk Support Suite
6.8
External knowledge base
Genesys PureConnect
Zendesk Support Suite
7.0
Internal knowledge base
Genesys PureConnect
Zendesk Support Suite
6.6

Multi-Channel Help

Genesys PureConnect
Zendesk Support Suite
6.6
Customer portal
Genesys PureConnect
Zendesk Support Suite
5.8
IVR
Genesys PureConnect
Zendesk Support Suite
6.3
Social integration
Genesys PureConnect
Zendesk Support Suite
7.8
Email support
Genesys PureConnect
Zendesk Support Suite
6.9
Help Desk CRM integration
Genesys PureConnect
Zendesk Support Suite
6.4

Pros

Genesys PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | TrustRadius Reviewer

Zendesk Support Suite

  • Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
  • Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
  • Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.
Anonymous | TrustRadius Reviewer

Cons

Genesys PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
  • Their ticket UI is weird and difficult to understand.
  • As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Genesys PureConnect

Genesys PureConnect 8.5
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 37 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

Genesys PureConnect

Genesys PureConnect 8.0
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Michał Sabat | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 17 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
• Occasional issues, but generally very stable.
• Any scheduled downtime was always communicated effectively with frequent updates on system status. No issues here
Anonymous | TrustRadius Reviewer

Performance

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Genesys PureConnect

Genesys PureConnect 6.8
Based on 15 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 6.5
Based on 52 answers
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.
Kevin Pearce | TrustRadius Reviewer

In-Person Training

Genesys PureConnect

Genesys PureConnect 8.3
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 1 answer
No answer on this topic is available.

Online Training

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
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.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 34 answers
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
Anonymous | TrustRadius Reviewer

Alternatives Considered

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Zendesk Support Suite

We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
Nikhil George | TrustRadius Reviewer

Scalability

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

No score
No answers yet
No answers on this topic

Return on Investment

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

Zendesk Support Suite

  • Saves an enormous amount of time by centralizing communication based on issue, rather than having to lean on users to pay close attention to email AND phone AND chat services that your company may use. It feels like a one-stop shop for help, rather than sending a request into the abyss and waiting to see if someone hears you.
  • Provides multiple options for connecting with users through chat, phone, or screen share (with app plugins like TeamViewer). This keeps tickets focused and helps users contextualize the troubleshooting, which generally makes for quicker resolution time and quicker response time.
  • Simple to understand leaderboards and metrics allow higher levels of analysis for team efficiency, individual contributions, and trending issues. This helps teams create documentation on common problems to store in the end-user knowledge base and identify pain points across the user base.
Anonymous | TrustRadius Reviewer

Screenshots

Zendesk Support Suite

Pricing Details

Genesys PureConnect

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys PureConnect Editions & Modules

Additional Pricing Details

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Genesys PureConnect
8.0
Zendesk Support Suite
5.9

Likelihood to Renew

Genesys PureConnect
8.5
Zendesk Support Suite
10.0

Usability

Genesys PureConnect
8.0
Zendesk Support Suite
8.0

Reliability and Availability

Genesys PureConnect
9.1
Zendesk Support Suite
8.6

Performance

Genesys PureConnect
8.8
Zendesk Support Suite
8.0

Support Rating

Genesys PureConnect
6.8
Zendesk Support Suite
6.5

In-Person Training

Genesys PureConnect
8.3
Zendesk Support Suite
10.0

Online Training

Genesys PureConnect
8.3
Zendesk Support Suite
7.9

Implementation Rating

Genesys PureConnect
6.1
Zendesk Support Suite
9.0

Scalability

Genesys PureConnect
8.2
Zendesk Support Suite

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