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At a Glance
Market Segments
Mid-Market (46.4% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
No pricing available
$0.00
Genesys Cloud CX
Star Rating
(1,489)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 CXZoho Desk
Star Rating
(7,186)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user experience, particularly highlighting its intuitive UI that keeps everything organized. Users appreciate how it simplifies managing requests, allowing them to quickly track tickets and respond to customers without confusion.
- According to verified reviews, Genesys Cloud CX shines in its ability to integrate multiple communication channels, such as voice, chat, email, and messaging, into a single platform. This seamless integration is praised for simplifying workflows for agents, making it particularly beneficial in a contact center environment.
- Users say that Zoho Desk offers excellent value for money, with lower prices compared to competitors while still providing advanced functionalities and customization options. Reviewers have noted the responsiveness of the support team during integration, making the setup process straightforward.
- Reviewers mention that Genesys Cloud CX provides robust analytics and customizable dashboards, which are highly valued in a contact center setting. Users find these features useful for monitoring performance and improving staff efficiency, contributing to a more effective customer service strategy.
- G2 reviewers highlight that while both platforms have similar star ratings, Zoho Desk benefits from a significantly larger number of reviews, indicating a broader user base and more reliable feedback. This extensive user engagement suggests a consistent level of satisfaction among its users.
- According to recent user feedback, while Genesys Cloud CX is praised for its comprehensive feature set, some users feel that it may not be as user-friendly as Zoho Desk, particularly for smaller businesses. The complexity of its features can sometimes lead to a steeper learning curve for new users.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableZoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Genesys Cloud CX
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
1,037
8.7
5,710
Ease of Use
8.9
1,070
8.5
5,788
Ease of Setup
8.4
634
8.1
5,064
Ease of Admin
8.4
586
8.3
4,759
Quality of Support
8.2
994
8.3
5,136
Has the product been a good partner in doing business?
8.5
580
8.4
4,297
Product Direction (% positive)
8.7
939
8.9
5,474
Features by Category
Ticket and Case Management
Not enough data
8.6
3346
|
Verified
Not enough data
8.5
3299
|
Verified
Not enough data
8.3
3076
|
Verified
Not enough data
8.3
2917
|
Verified
Not enough data
8.2
2637
|
Verified
Not enough data
8.4
2907
|
Verified
Not enough data
8.5
2913
|
Verified
Not enough data
8.3
2504
|
Verified
Generative AI
Not enough data
7.4
960
Not enough data
7.4
949
Agentic AI - Help Desk
Not enough data
7.1
358
Not enough data
7.1
361
Not enough data
7.2
356
Communication Channels
Not enough data
8.3
2854
|
Verified
Not enough data
8.6
3077
|
Verified
Not enough data
8.2
2387
|
Verified
Not enough data
8.0
2147
|
Verified
Not enough data
7.8
1908
|
Verified
Platform
Not enough data
8.1
2285
|
Verified
8.4
174
|
Verified
8.2
2734
|
Verified
Not enough data
8.4
2832
|
Verified
Not enough data
8.1
2252
|
Verified
Not enough data
8.2
2791
|
Verified
Not enough data
8.4
2951
|
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
Administration
Not enough data
8.2
342
Not enough data
8.2
341
Not enough data
8.4
345
Knowledge Management
Not enough data
8.6
324
Not enough data
8.2
315
Not enough data
8.2
322
Compliance
Not enough data
8.3
337
Not enough data
8.3
334
Not enough data
8.2
336
Not enough data
8.1
334
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
336
Not enough data
8.1
330
Not enough data
8.4
335
Not enough data
8.4
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
572
Not enough data
8.0
557
Not enough data
7.3
549
Design
Not enough data
7.9
546
Not enough data
7.7
555
Not enough data
8.1
551
Not enough data
8.1
546
Not enough data
8.1
532
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
447
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
422
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
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
343
|
Verified
Not enough data
8.2
203
Not enough data
8.6
235
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
234
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
392
|
Verified
Not enough data
8.8
400
|
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
242
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
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
395
|
Verified
Not enough data
7.5
430
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.4
256
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
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
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
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
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
7.9
176
7.6
28
8.0
178
8.2
28
7.8
177
Communication
8.6
172
|
Verified
8.8
718
|
Verified
8.4
175
|
Verified
8.7
759
|
Verified
8.4
130
8.6
659
8.5
142
8.6
632
|
Verified
8.4
97
8.3
356
Internal Use
8.4
174
|
Verified
8.2
2734
|
Verified
8.6
167
|
Verified
8.5
361
8.4
128
|
Verified
8.4
456
8.4
144
|
Verified
8.7
713
|
Verified
8.2
137
|
Verified
8.7
692
|
Verified
8.4
137
|
Verified
8.6
708
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
Not enough data
8.5
1509
Not enough data
8.4
1469
Not enough data
8.1
1275
Not enough data
8.1
770
Not enough data
8.2
815
Self-Service Platform
Not enough data
8.3
838
Not enough data
8.3
816
Not enough data
7.8
728
Not enough data
8.2
763
Agentic AI - Customer Self-Service
Not enough data
7.8
80
Not enough data
7.7
81
Not enough data
7.9
80
Not enough data
7.8
85
Not enough data
7.9
83
Not enough data
7.9
81
Not enough data
7.8
83
Generative AI
6.9
13
8.2(won by 1.3)
119
7.2
13
8.1(won by 0.9)
117
Process
8.3
28
8.7(won by 0.4)
490
9.0(tied score)
31
9.0(tied score)
634
8.7(won by 0.2)
29
8.5
487
Channels
9.1(won by 0.1)
32
9.0
624
8.9(won by 0.4)
33
8.5
543
8.7(tied score)
34
8.7(tied score)
514
9.7(won by 1.1)
36
8.6
457
9.1(won by 0.3)
33
8.8
482
Insight
9.3(won by 0.6)
30
8.7
493
9.0(won by 0.1)
35
8.9
545
8.9(won by 0.1)
33
8.8
515
9.4(won by 0.4)
31
9.0
589
Generative AI
7.5
27
Not enough data
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
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
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.6
7
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
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
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 Zoho Desk are categorized as Social Customer Service, Live Chat, and AI Customer Support Agents
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, Proactive Notification, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Zoho Desk is categorized as Complaint Management, Digital Customer Service Platforms, Customer Communications Management, Contact Center Knowledge Base, Google Workspace for Sales, Help Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.0%
Financial Services
3.7%
Retail
3.6%
Other
60.2%
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