Genesys Cloud vs Zendesk

Telephony Features are OK but need some improvement if compared to features provided by traditional IPT vendors like Cisco and Avaya.

While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format

The navigation within the internal system can initially be a bit difficult (i.e. the naming of the tabs are not always clear), but once you know where to click, it's not too bad.

Background workflow good but still not as flexible as others, Salesforce service cloud for example.