Compare Genesys Cloud CX and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Genesys Cloud CX
Star Rating
(1,530)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXZendesk for Customer Service
Star Rating
(6,799)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined user experience, with many users appreciating its minimalist design and intuitive interface. This makes managing customer queries more efficient, as all tickets and emails are consolidated in one place.
- Users say that Genesys Cloud CX offers a comprehensive solution by integrating various communication channels—calls, chats, emails, and social messages—into a single platform. This feature simplifies daily operations, allowing teams to handle customer interactions without switching between different tools.
- According to verified reviews, Zendesk for Customer Service is praised for its quick implementation process, with users highlighting the effectiveness of its generative AI service in creating multi-level responses. This capability significantly enhances response times and overall customer satisfaction.
- Reviewers mention that while Genesys Cloud CX has a robust feature set, including its standout Architect tool for designing complex customer journeys, some users find it less intuitive compared to Zendesk. This can lead to a steeper learning curve for new users.
- G2 reviewers highlight that Zendesk for Customer Service maintains a high level of support quality, with users noting that the platform helps improve overall customer experience through efficient ticket management and response capabilities.
- Users express that Genesys Cloud CX's mobile accessibility is a significant advantage, allowing team members to track logins and manage customer interactions on the go. This flexibility is particularly beneficial for businesses with remote or hybrid work environments.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Genesys Cloud CX
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
1,061
8.6
5,178
Ease of Use
8.9
1,096
8.6
5,286
Ease of Setup
8.4
654
8.0
3,247
Ease of Admin
8.5
603
8.2
3,113
Quality of Support
8.2
1,017
8.4
4,914
Has the product been a good partner in doing business?
8.5
596
8.4
3,036
Product Direction (% positive)
8.7
965
8.0
4,833
Features by Category
Ticket and Case Management
Not enough data
8.8
2581
|
Verified
Not enough data
8.7
2608
|
Verified
Not enough data
8.5
2536
|
Verified
Not enough data
8.4
2370
|
Verified
Not enough data
8.2
1932
|
Verified
Not enough data
8.4
2408
|
Verified
Not enough data
8.6
2409
|
Verified
Not enough data
8.3
1864
|
Verified
Generative AI
Not enough data
7.6
387
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2067
|
Verified
Not enough data
8.8
2330
|
Verified
Not enough data
8.4
1745
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1323
|
Verified
Platform
Not enough data
7.7
1390
|
Verified
8.4
175
|
Verified
8.0
1781
|
Verified
Not enough data
8.3
1956
|
Verified
Not enough data
8.2
1766
|
Verified
Not enough data
7.9
2367
|
Verified
Not enough data
8.0
2418
|
Verified
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
144
Not enough data
8.9
128
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
124
Not enough data
8.7
138
Not enough data
9.2
162
Not enough data
Automation
8.6
121
Not enough data
9.2
147
Not enough data
8.7
108
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
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
354
|
Verified
Not enough data
8.3
208
Not enough data
8.6
239
|
Verified
Not enough data
8.3
205
|
Verified
Not enough data
8.3
238
|
Verified
Not enough data
Generative AI
7.9
69
Not enough data
Functions
8.8
394
|
Verified
Not enough data
8.8
403
|
Verified
Not enough data
8.8
340
|
Verified
Not enough data
8.3
235
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
316
|
Verified
Not enough data
8.8
304
|
Verified
Not enough data
8.6
244
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.4
12
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
Not enough data
8.8
402
|
Verified
Not enough data
7.6
439
|
Verified
Not enough data
8.8
287
|
Verified
Not enough data
8.5
261
Not enough data
Responses
9.2
34
8.2
62
9.4
36
8.6
69
8.6
33
8.2
68
Automation - AI Agents
9.1
9
7.4
25
9.2
10
7.7
25
8.3
8
7.5
25
8.5
8
7.5
25
9.0
10
7.8
25
Platform
8.8
35
8.2
67
9.3
36
8.2
65
9.1
33
8.4
62
Autonomy - AI Agents
9.0
10
7.8
24
9.2
10
7.4
25
8.9
9
7.4
26
8.9
9
7.5
26
Generative AI
Feature Not Available
7.6
31
Feature Not Available
8.1
30
Responses
8.6
59
8.1
466
8.8
58
8.1
464
9.1
60
8.3
447
8.5
60
8.1
446
8.3
55
8.1
355
Platform
8.9
58
8.6
470
8.8
63
8.3
469
9.0
56
8.3
463
8.6
61
8.2
465
8.1
53
Feature Not Available
8.9
61
Feature Not Available
8.7
57
8.4
454
Generative AI
8.6
29
8.1
112
8.6
29
8.2
111
Workforce Management
8.7
172
Not enough data
8.6
163
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Not enough data
Administration
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
145
Not enough data
8.5
153
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
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
9.0
31
7.6
78
9.2
32
9.1
171
9.2
34
8.3
94
9.0
33
8.5
102
Administration
9.0
35
8.2
108
8.9
33
8.9
156
8.7
33
8.3
111
9.0
36
8.4
144
Platform
8.7
150
Not enough data
7.8
132
Not enough data
8.9
167
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
Not enough data
8.8
151
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
160
Not enough data
8.3
164
Not enough data
Customer Support
9.0
35
8.1
83
8.9
36
7.6
77
8.5
34
8.1
85
Automation
8.7
33
8.1
85
8.6
37
8.2
83
9.1
36
8.1
83
Artificial Intelligence
9.0
35
7.8
82
8.8
35
7.7
81
9.0
33
7.7
84
Generative AI
7.8
28
Feature Not Available
7.6
28
7.9
206
8.2
28
Feature Not Available
Communication
8.6
176
|
Verified
8.6
948
|
Verified
8.5
178
|
Verified
8.4
963
|
Verified
8.4
131
8.1
719
8.5
145
8.5
735
|
Verified
8.4
97
8.0
520
Internal Use
8.4
175
|
Verified
8.0
1781
|
Verified
8.7
168
|
Verified
8.5
847
|
Verified
8.4
129
|
Verified
8.1
649
8.4
145
|
Verified
8.5
897
8.3
141
|
Verified
8.6
826
|
Verified
8.4
137
|
Verified
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1510
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
845
Not enough data
7.7
664
Not enough data
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
6.9
13
7.5(won by 0.6)
78
7.2
13
7.5(won by 0.3)
79
Process
8.3
28
8.4(won by 0.1)
564
9.0
31
9.1(won by 0.1)
744
8.7
29
8.8(won by 0.1)
693
Channels
8.9
33
9.0(won by 0.1)
743
8.9(won by 0.5)
34
8.4
587
8.8(won by 0.1)
35
8.7
566
9.7(won by 1.5)
37
8.2
487
9.1(won by 0.8)
33
8.3
422
Insight
9.3(won by 1.2)
30
8.1
540
9.0(won by 0.7)
37
8.3
648
8.9(won by 0.4)
33
8.5
563
9.4(won by 0.7)
31
8.7
667
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.6
9
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
Not enough data
7.5
44
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
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
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
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
Conversational AI - Conversational Commerce 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
Not enough data
Not enough data
Platform integration - Conversational Commerce 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
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
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
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
61
Not enough data
8.6
54
Not enough data
8.8
60
Not enough data
8.8
60
Not enough data
8.8
11
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
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
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
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
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
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
8.4
72
7.0
22
8.1
71
7.1
20
8.2
70
7.2
20
8.3
70
7.6
21
8.3
69
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.2
70
7.6
19
8.4
71
8.2
20
8.3
71
8.2
24
8.5
70
Automation
8.5
25
8.7
73
8.3
20
8.6
71
7.5
19
7.9
69
Autonomy
6.6
22
8.1
69
6.7
21
8.4
68
7.1
21
8.4
70
7.2
20
8.3
71
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
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
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 for Customer Service are categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Live Chat
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Contact Center, 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)
Zendesk for Customer Service is categorized as Help Desk, Conversational Support, Workforce Management, Complaint Management, Customer Self-Service, Conversational Commerce Platforms, Digital Customer Service Platforms, and Shared Inbox
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
10.9%
Financial Services
10.2%
Telecommunications
5.8%
Consumer Services
5.0%
Accounting
4.6%
Other
63.4%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
MF
No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help.Read more
how do i reschedule emails or put them on hold?
5 Comments
GT
Best to comment on the Genesys Communities board for answers to these questions, and new features etc. Read more
What kind of software is zendesk?
2 Comments
AM
Its a sales CRM tool. It's a good option for small businesses.Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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