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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,484)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXZendesk Contact Center
Star Rating
(273)4.6 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Zendesk Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX offers robust IVR capabilities, scoring 9.1, which allows for effective call routing and customer self-service options. In contrast, Zendesk Contact Center's IVR scored lower at 8.3, indicating that while it has IVR features, they may not be as comprehensive or user-friendly.
- Reviewers mention that Zendesk Contact Center excels in Quality of Support, achieving a score of 9.5 compared to Genesys Cloud CX's 8.2. Users appreciate the responsiveness and helpfulness of Zendesk's support team, which can be crucial for businesses needing quick resolutions.
- G2 users highlight the ease of use of Zendesk Contact Center, with a score of 9.2, making it more accessible for teams without extensive technical expertise. In comparison, Genesys Cloud CX, while still user-friendly at 8.9, may require more training for optimal use.
- Users on G2 report that Zendesk Contact Center's integrations score of 9.4 significantly enhances its functionality, allowing seamless connections with various third-party applications. Genesys Cloud CX, with a score of 8.5, offers integrations but may not match the breadth and ease of those provided by Zendesk.
- Reviewers mention that Zendesk Contact Center shines in its AI Text Generation capabilities, scoring 8.9, which helps automate responses and improve efficiency. Genesys Cloud CX, however, falls short with a score of 6.9, indicating a need for improvement in this area.
- Users say that the reporting and dashboards feature in Zendesk Contact Center, scoring 8.5, provides clear insights and analytics, which are essential for performance tracking. Genesys Cloud CX, with a lower score of 7.5, may not offer the same level of detail or user-friendly reporting options.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZendesk Contact Center
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Zendesk Contact Center
Free Trial is available
Ratings
Meets Requirements
8.6
1,034
9.0
208
Ease of Use
8.9
1,067
9.2
209
Ease of Setup
8.4
631
9.0
112
Ease of Admin
8.4
585
9.1
101
Quality of Support
8.2
991
9.4
198
Has the product been a good partner in doing business?
8.5
579
9.3
97
Product Direction (% positive)
8.7
936
8.9
188
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
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
Not enough data
Customers
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
Not enough data
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
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Administration
Not enough data
7.9
20
Not enough data
7.5
19
Not enough data
8.1
19
Knowledge Management
Not enough data
8.2
28
Not enough data
8.3
23
Not enough data
6.9
24
Compliance
Not enough data
8.1
17
Not enough data
8.1
16
Not enough data
8.4
16
Not enough data
8.3
15
Customer Support
Not enough data
7.9
21
Not enough data
7.7
21
Not enough data
8.3
15
Data Security
Not enough data
8.4
17
Not enough data
8.1
18
Not enough data
8.7
17
Not enough data
8.3
20
Administration
Not enough data
8.2
19
Not enough data
7.7
24
Not enough data
8.4
23
Generative AI
Not enough data
Not enough data
Quality Assurance
8.7
157
9.7
126
8.6
148
9.2
119
7.7
159
9.1
122
Engagement
8.5
138
9.5
124
8.2
158
9.2
123
8.2
146
8.8
108
Performance
8.5
153
9.4
113
8.9
151
9.8
85
Generative AI
7.1
33
8.9
24
7.5
33
9.1
24
Channels
9.1
341
|
Verified
8.8
7
8.2
201
8.8
7
8.6
233
|
Verified
8.6
6
8.3
201
|
Verified
8.1
6
8.3
232
|
Verified
8.9
11
Generative AI
7.8
67
Not enough data
Functions
8.8
390
|
Verified
8.1
6
8.8
398
|
Verified
8.3
6
8.8
336
|
Verified
7.8
6
8.3
231
|
Verified
8.0
5
8.5
241
|
Verified
7.3
5
9.1
312
|
Verified
8.3
6
8.8
299
|
Verified
7.9
7
8.6
240
8.3
6
Agentic AI - Contact Center
6.3
9
Not enough data
7.8
9
Not enough data
7.0
10
Not enough data
6.3
9
Not enough data
Administrative
8.3
353
|
Verified
8.1
7
8.8
393
|
Verified
9.1
9
7.5
428
|
Verified
8.8
12
8.8
283
|
Verified
8.1
7
8.4
255
8.8
7
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
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
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
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
Not enough data
Platform
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
170
Not enough data
8.6
160
Not enough data
8.5
151
Not enough data
8.3
149
Not enough data
8.0
117
Not enough data
Administration
8.1
142
Not enough data
8.5
162
Not enough data
8.4
169
Not enough data
7.9
142
Not enough data
8.5
151
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
145
Not enough data
7.8
130
Not enough data
8.8
164
Not enough data
9.2
166
Not enough data
8.8
161
Not enough data
9.2
159
Not enough data
9.1
161
Not enough data
Generative AI
7.6
59
Not enough data
Workforce Management
8.9
152
Not enough data
8.8
149
Not enough data
Call Center Infrastructure (CCI)
6.7
7
Not enough data
7.1
7
Not enough data
5.2
7
Not enough data
5.2
7
Not enough data
Administrative
9.0
158
Not enough data
8.2
159
Not enough data
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Not enough data
Internal Use
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
9.1(won by default)
31
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
33
Not enough data
9.7(won by default)
35
Not enough data
9.1(won by default)
32
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Not enough data
Generative AI
7.4
26
Not enough data
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.3
8
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
63
Not enough data
7.6
45
Not enough data
8.3
51
Not enough data
8.3
46
Not enough data
8.8
52
Not enough data
8.7
53
Not enough data
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
8.0
53
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.8
59
Not enough data
8.6
52
Not enough data
9.1
60
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
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
5.9
9
Not enough data
5.9
9
Not enough data
Calling
9.4
59
Not enough data
8.6
53
Not enough data
8.8
58
Not enough data
8.8
58
Not enough data
8.7
9
Not enough data
Contacts
8.7
56
Not enough data
8.5
55
Not enough data
8.4
53
Not enough data
Insights
8.5
54
Not enough data
8.9
56
Not enough data
8.5
56
Not enough data
8.1
51
Not enough data
8.2
50
Not enough data
8.1
8
Not enough data
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
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.0
19
Not enough data
6.6
19
Not enough data
7.0
19
Not enough data
7.0
18
Not enough data
7.6
18
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.8
17
Not enough data
7.5
18
Not enough data
8.0
18
Not enough data
7.6
18
Not enough data
Automation
8.1
19
Not enough data
8.1
18
Not enough data
7.4
18
Not enough data
Autonomy
6.5
21
Not enough data
6.5
20
Not enough data
7.0
20
Not enough data
7.1
19
Not enough data
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
Genesys Cloud CX and Zendesk Contact Center are categorized as AI Voice Assistants, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Genesys AppFoundry Marketplace, UCaaS Platforms, Social Customer Service, Live Chat, VoIP Providers, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Zendesk Contact Center is categorized as Call Compliance and Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Contact Center
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
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.2%
Insurance
4.6%
Other
63.4%
Computer Software
16.8%
Information Technology and Services
13.4%
Consumer Services
9.2%
Financial Services
5.7%
Computer Games
3.8%
Other
51.1%
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