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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Genesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXZendesk for Customer Service - AC
Star Rating
(6,664)4.3 out of 5
Market Segments
Mid-Market (45.7% 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.
- Users report that Zendesk Support Suite excels in its email functionality, scoring 9.0 compared to Genesys Cloud CX's 9.4. Reviewers mention that Zendesk's email integration is seamless and user-friendly, making it easy to manage customer communications.
- Reviewers mention that Genesys Cloud CX shines in its phone support capabilities, achieving a score of 9.7, while Zendesk Support Suite scores 8.2. Users appreciate the advanced call routing features and the clarity of voice quality in Genesys, which enhances customer interactions.
- Users on G2 highlight the superior scheduling features of Genesys Cloud CX, which scored 9.0 compared to Zendesk's 8.2. Reviewers say that the intuitive calendar integration and automated reminders in Genesys significantly improve team productivity.
- Reviewers mention that Zendesk Support Suite has a strong performance in ticket management, scoring 9.1, while Genesys Cloud CX follows closely with 9.0. Users appreciate Zendesk's robust ticketing system that allows for easy tracking and resolution of customer issues.
- G2 users report that Genesys Cloud CX offers better customization options, scoring 8.6 compared to Zendesk's 8.1. Reviewers say that the ability to tailor workflows and user interfaces in Genesys allows for a more personalized experience for both agents and customers.
- Users say that both platforms are on par in terms of meeting requirements, with both scoring 8.6. However, reviewers mention that Zendesk's extensive knowledge base and community support provide an edge in helping users find solutions quickly.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZendesk for Customer Service - AC
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 - AC
Free Trial is available
Ratings
Meets Requirements
8.6
1,036
8.6
5,120
Ease of Use
8.9
1,069
8.6
5,164
Ease of Setup
8.4
633
8.0
3,188
Ease of Admin
8.4
585
8.2
3,074
Quality of Support
8.2
993
8.4
4,798
Has the product been a good partner in doing business?
8.5
579
8.4
3,000
Product Direction (% positive)
8.7
938
8.0
4,773
Features by Category
Ticket and Case Management
Not enough data
8.8
2552
|
Verified
Not enough data
8.7
2567
|
Verified
Not enough data
8.5
2494
|
Verified
Not enough data
8.4
2338
|
Verified
Not enough data
8.2
1921
|
Verified
Not enough data
8.4
2398
|
Verified
Not enough data
8.6
2386
|
Verified
Not enough data
8.3
1854
|
Verified
Generative AI
Not enough data
7.6
385
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2060
|
Verified
Not enough data
8.8
2310
|
Verified
Not enough data
8.4
1725
|
Verified
Not enough data
8.0
1429
|
Verified
Not enough data
8.0
1313
|
Verified
Platform
Not enough data
7.8
1387
|
Verified
8.4
174
|
Verified
8.0
1777
|
Verified
Not enough data
8.3
1947
|
Verified
Not enough data
8.2
1739
|
Verified
Not enough data
7.9
2339
|
Verified
Not enough data
8.0
2407
|
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
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
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Quality Assurance
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
342
|
Verified
Not enough data
8.2
202
Not enough data
8.6
234
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
391
|
Verified
Not enough data
8.8
399
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
241
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
7.8
10
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
354
|
Verified
Not enough data
8.8
394
|
Verified
Not enough data
7.5
429
|
Verified
Not enough data
8.8
284
|
Verified
Not enough data
8.4
256
Not enough data
Responses
9.2
34
8.3
63
9.4
36
8.6
68
8.6
33
8.2
68
Automation - AI Agents
9.1
9
7.6
26
9.2
10
7.8
26
8.3
8
7.7
26
8.5
8
7.7
26
9.0
10
7.9
26
Platform
8.8
35
8.3
68
9.2
35
8.3
66
9.1
33
8.4
63
Autonomy - AI Agents
9.0
10
7.9
25
9.2
10
7.6
26
8.9
9
7.5
26
8.9
9
7.6
26
Generative AI
Feature Not Available
7.8
32
Feature Not Available
8.2
31
Responses
8.6
58
8.1
468
8.8
57
8.1
465
9.1
59
8.3
449
8.5
60
8.1
448
8.3
55
8.2
356
Platform
8.9
56
8.6
471
8.9
59
8.3
468
9.0
56
8.3
463
8.5
59
8.2
464
8.1
53
Feature Not Available
8.9
61
Feature Not Available
8.7
57
8.4
454
Generative AI
8.6
29
8.2
113
8.6
29
8.2
112
Workforce Management
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Not enough data
Administration
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
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
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
9.0
30
7.6
78
9.1
31
9.1
171
9.2
33
8.3
94
9.0
32
8.5
101
Administration
9.0
34
8.2
108
8.9
32
8.9
156
8.6
32
8.3
111
9.0
35
8.4
144
Platform
8.7
146
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
153
Not enough data
8.8
150
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
159
Not enough data
8.2
160
Not enough data
Customer Support
9.0
35
8.1
82
8.9
36
7.6
77
8.5
34
8.1
84
Automation
8.7
33
8.1
83
8.6
37
8.2
83
9.0
35
8.1
84
Artificial Intelligence
9.0
35
7.8
83
8.8
35
7.7
82
9.0
33
7.7
84
Generative AI
7.8
28
Feature Not Available
7.6
28
7.9
207
8.2
28
Feature Not Available
Communication
8.6
172
|
Verified
8.6
950
|
Verified
8.4
175
|
Verified
8.5
964
|
Verified
8.4
130
8.1
720
8.5
142
8.5
737
|
Verified
8.4
97
8.0
520
Internal Use
8.4
174
|
Verified
8.0
1777
|
Verified
8.6
167
|
Verified
8.5
849
|
Verified
8.4
128
|
Verified
8.1
650
8.4
144
|
Verified
8.5
898
8.2
137
|
Verified
8.6
824
|
Verified
8.4
137
|
Verified
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1499
Not enough data
8.5
1436
Not enough data
8.0
1024
Not enough data
7.7
648
Not enough data
8.0
780
Self-Service Platform
Not enough data
8.2
828
Not enough data
8.2
841
Not enough data
7.7
658
Not enough data
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
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
7.4(won by 0.5)
77
7.2
13
7.5(won by 0.3)
78
Process
8.3
28
8.4(won by 0.1)
564
9.0
31
9.1(won by 0.1)
741
8.7
29
8.9(won by 0.2)
689
Channels
9.1(won by 0.1)
32
9.0
740
8.9(won by 0.5)
33
8.4
586
8.7(tied score)
34
8.7(tied score)
563
9.7(won by 1.5)
36
8.2
485
9.1(won by 0.8)
33
8.3
421
Insight
9.3(won by 1.1)
30
8.2
539
9.0(won by 0.7)
35
8.3
648
8.9(won by 0.4)
33
8.5
562
9.3(won by 0.6)
30
8.7
666
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
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
64
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
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
Not enough data
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
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
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
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
7.2
20
8.4
70
6.7
20
8.2
71
7.1
20
8.3
71
7.0
19
8.3
69
7.6
19
8.3
70
Customer Interaction Automation - AI Customer Support Agents
6.9
18
8.2
70
7.6
19
8.4
70
8.1
19
8.4
70
7.7
19
8.5
70
Automation
8.2
20
8.6
70
8.2
19
8.6
71
7.5
19
8.0
70
Autonomy
6.6
22
8.2
70
6.7
21
8.4
69
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
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
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 - AC are categorized as Social Customer Service, Live Chat, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, VoIP Providers, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, and Co-Browsing
Zendesk for Customer Service - AC is categorized as Workforce Management, Conversational Commerce Platforms, Help Desk, Shared Inbox, Conversational Support, Complaint Management, Customer Self-Service, and Digital Customer Service Platforms
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 - AC
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
5.1%
Insurance
4.6%
Other
63.4%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Alternatives
Discussions
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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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
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2 Comments
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To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
Is zendesk any good?
8 Comments
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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
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Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
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