Genesys Cloud CX vs Zendesk Suite

RATING:

4.4

(228)

Genesys Cloud CX has 228 reviews and a rating of 4.38 / 5 stars vs Zendesk Suite which has 3891 reviews and a rating of 4.41 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.4 (228)
4.4 (3891)
Ease-of-Use
4.5 / 5
4.5 / 5
Value for Money
4 / 5
4 / 5
Customer Support
4 / 5
4.5 / 5
Functionality
4.5 / 5
4.5 / 5
Last Review Written
April 17, 2024
May 22, 2024
Pros/Cons
  • Pros

  • The user interface is instinctive and so user friendly.
  • MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.
  • Cons

  • There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.
  • I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.
Read all user reviews
  • Pros

  • Used this at one of my old jobs and it was so easy to use and amazing for functionality.
  • I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.
  • Cons

  • Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.
Read all user reviews
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo
Product Screenshot
Product Screenshot
Explore product images
FrontRunners

The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.

FrontRunners

2023

FrontRunners

2024

Advisor Recommendations

Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.

N/A
2 Recommendations
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos