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Compare Deskpro and Genesys Cloud CX 
Featured Products
At a Glance
Market Segments
Small-Business (48.9% of reviews)
Mid-Market (46.3% of reviews)
Entry-Level Pricing
$39.00 1 Agent Per Month
No pricing available
Deskpro
Star Rating
(93)4.2 out of 5
Market Segments
Small-Business (48.9% of reviews)
Pros & Cons
Entry-Level Pricing
$39.00 1 Agent Per Month
Free Trial is available
Browse all 7 pricing plansGenesys Cloud CX
Star Rating
(1,520)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage multiple channels effectively.
- Users say that Deskpro offers a straightforward and user-friendly experience, particularly highlighting its simple format that makes managing emails more convenient than traditional email clients like Outlook. This ease of use is a significant advantage for small businesses looking for efficient communication tools.
- Reviewers mention that Genesys Cloud CX stands out with its robust analytics capabilities, allowing for customizable dashboards that help contact center staff track performance and customer interactions effectively. This feature is particularly beneficial for organizations that rely on data-driven decision-making.
- According to verified reviews, Deskpro shines in its customer support quality, with users appreciating the responsive assistance they receive. This aspect is crucial for small businesses that may require more hands-on support during their implementation and daily operations.
- G2 reviewers highlight that Genesys Cloud CX has a higher overall satisfaction score, reflecting its strong performance in areas like ease of use and setup. Users appreciate the intuitive onboarding process, which helps teams get up and running quickly without extensive training.
- Users note that while Deskpro has a solid feature set for small businesses, it may not offer the same level of advanced functionalities as Genesys Cloud CX, particularly in multi-channel integration and analytics. This could be a consideration for businesses looking to scale their customer engagement efforts.
Pricing
Entry-Level Pricing
Deskpro
Cloud Team
$39.00
1 Agent Per Month
Essential tools for small teams getting started
- Unified inbox for every channel
- Self-Service Help Center
- Chatbot
Genesys Cloud CX
No pricing availableFree Trial
Deskpro
Free Trial is available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.5
85
8.6
1,054
Ease of Use
8.2
87
8.9
1,088
Ease of Setup
8.2
64
8.4
648
Ease of Admin
8.4
44
8.4
598
Quality of Support
8.7
75
8.2
1,010
Has the product been a good partner in doing business?
8.8
44
8.5
591
Product Direction (% positive)
8.3
84
8.7
957
Features by Category
Ticket and Case Management
8.5
77
|
Verified
Not enough data
8.5
76
|
Verified
Not enough data
8.6
75
|
Verified
Not enough data
8.3
72
|
Verified
Not enough data
7.9
70
|
Verified
Not enough data
8.3
73
|
Verified
Not enough data
8.7
73
|
Verified
Not enough data
8.1
68
|
Verified
Not enough data
Generative AI
6.4
45
Not enough data
6.3
45
Not enough data
Agentic AI - Help Desk
5.0
10
Not enough data
4.8
10
Not enough data
5.0
10
Not enough data
Communication Channels
8.2
73
|
Verified
Not enough data
8.8
73
|
Verified
Not enough data
7.0
66
|
Verified
Not enough data
6.7
57
Not enough data
6.1
55
|
Verified
Not enough data
Platform
6.7
60
|
Verified
Not enough data
8.0
70
|
Verified
8.4
175
|
Verified
8.3
67
|
Verified
Not enough data
7.7
62
|
Verified
Not enough data
7.5
67
|
Verified
Not enough data
7.6
67
|
Verified
Not enough data
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
124
Not enough data
8.6
137
Not enough data
9.2
161
Automation
Not enough data
8.6
121
Not enough data
9.2
146
Not enough data
8.7
108
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Quality Assurance
Not enough data
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Engagement
Not enough data
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Performance
Not enough data
8.5
154
Not enough data
8.9
152
Generative AI
Not enough data
7.1
33
Not enough data
7.5
33
Channels
Not enough data
9.1
348
|
Verified
Not enough data
8.2
204
Not enough data
8.6
237
|
Verified
Not enough data
8.3
204
|
Verified
Not enough data
8.3
236
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
393
|
Verified
Not enough data
8.8
401
|
Verified
Not enough data
8.8
339
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
314
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
8.6
244
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
356
|
Verified
Not enough data
8.8
397
|
Verified
Not enough data
7.5
433
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.4
260
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Workforce Management
Not enough data
8.7
172
Not enough data
8.6
162
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Administration
Not enough data
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
144
Not enough data
8.5
153
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Messaging Channels
Not enough data
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Platform
Not enough data
8.7
150
Not enough data
7.8
132
Not enough data
8.8
166
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
154
Not enough data
8.8
151
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
160
Not enough data
8.2
163
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
9.1
9
|
Verified
8.6
175
|
Verified
8.5
11
|
Verified
8.5
178
|
Verified
8.8
10
|
Verified
8.4
132
9.4
8
|
Verified
8.5
145
Not enough data
8.4
98
Internal Use
8.0
70
|
Verified
8.4
175
|
Verified
9.4
9
|
Verified
8.7
168
|
Verified
9.0
8
|
Verified
8.4
129
|
Verified
9.0
10
|
Verified
8.4
146
|
Verified
9.4
9
|
Verified
8.3
140
|
Verified
8.5
10
|
Verified
8.4
138
|
Verified
Generative AI
6.9
8
Not enough data
Self-Service Experience
8.3
23
Not enough data
7.9
21
Not enough data
7.3
20
Not enough data
6.9
9
Not enough data
7.9
11
Not enough data
Self-Service Platform
8.1
13
Not enough data
7.6
12
Not enough data
5.2
7
Not enough data
6.9
13
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
36
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Generative AI
Not enough data
7.5
27
Generative AI
8.3
8
Not enough data
7.9
8
Not enough data
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
65
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
8.1
23
Automation
Not enough data
8.4
23
Not enough data
8.3
20
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Deskpro and Genesys Cloud CX are categorized as Live Chat
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
Deskpro
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
26.1%
Computer & Network Security
8.0%
Mental Health Care
6.8%
Computer Software
6.8%
Primary/Secondary Education
4.5%
Other
47.7%
Information Technology and Services
10.9%
Financial Services
10.2%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.7%
Other
63.5%
Alternatives
Discussions
What is Deskpro used for?
1 Comment
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It is used a help desk ticketing system for organizations IT team members to track and record what requests are submitted for them. You are able to graph...Read more
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We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
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Using states and wait feature in Architect Read more
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To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
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