# Compare Freshdesk vs Genesys Cloud CX 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Freshdesk and Genesys Cloud CX based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/124981-179417/Freshdesk-vs-Genesys-Cloud

---

# Freshdesk vs Genesys Cloud CX Features and Cost Comparison

Last updated May 14th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

FreshdeskGenesys Cloud CX2/4 selected

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,416)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

[## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,416)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting Price

$19.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.5

Customer Service

4.5

Reviews Sentiment

Based on [3,416 reviews](#user-reviews)

Positive

3,202

Neutral

164

Negative

50

[## Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Starting Price

$75.00/month

Value-for-Money

4.1

Functionality

4.2

Ease of Use

4.4

Customer Service

4

Reviews Sentiment

Based on [262 reviews](#user-reviews)

Positive

230

Neutral

22

Negative

10

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## Summary

* * *

Key features rated by users

Features selected based on 4,213 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

80%Fit

High performer

Feature ratings

Ticket Management

4.6

Real-Time Notifications

4.6

Third-Party Integrations

4.2

Customizable Fields

4.2

Performance Metrics

4.4

60%Fit

Not enough reviews

Feature ratings

Ticket Management

3.8

Real-Time Notifications

4.3

Third-Party Integrations

4.6

Customizable Fields

\--

Performance Metrics

\--

User satisfaction

User satisfaction

4.5

User reviews[3,416](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Ease of use

4.5

Functionality

4.3

Value for money

4.4

Customer support

4.5

User satisfaction

4.3

User reviews[262](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

Ease of use

4.4

Functionality

4.2

Value for money

4.1

Customer support

4.0

Price starts from

Price starts from

$19Per User, Per Month

-   Free version
-   Free trial

Price starts from

$75Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses.

Best for

Companies of all sizes looking for an easy, all-in-one cloud contact center solution.

## User reviews

Pros & cons

RD

Riccardo D.

Customer Support Manager

> "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557)

PF

Pedro F.

Head of Marketing

> "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458)

MV

Mayank V.

Product Manager

> "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821)

VR

Verified Reviewer

Analyst

> "Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7126904)

DL

DONIA L.

Project Manager

> "Freshdesk makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be time-consuming."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446)

PF

Pedro F.

Head of Marketing

> "For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458)

RD

Riccardo D.

Customer Support Manager

> "Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557)

VR

Verified Reviewer

IT Support Analyst

> "As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583)

MV

Mayank V.

Product Manager

> "I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821)

GC

Graziana C.

Customer Operations Lead

> "I don’t like the price concept from Freshdesk, where some higher tiers needs more money"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732)

TM

TouFue M.

IT Tech

> "Submitting ticket, creating knowledge base, setting up canned response all are great features to have."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7080410)

SD

Shikha D.

Senior Reputation Executive

> "Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6849306)

AY

Andrew Y.

Technical Support Manager

> "Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6838487)

PA

Priscial A.

Customer Service

> "They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare...."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073)

DL

DONIA L.

Project Manager

> "The automatic ticket allocations and the self help feature have saved us a lot of work and my team can invest in more complex problems."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446)

VB

Vittal B.

Chief Product and Strategy Officer

> "Its reporting is passable, but not ideal to build complex custom dashboards."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496)

PH

Patricia H.

Program Director

> "It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7070140)

AP

Adam P.

Systems Billing Developer

> "Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant !"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632)

AP

Adam P.

Systems Billing Developer

> "Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632)

NV

Niels V.

CFO

> "There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6340632)

AT

Akshay T.

Purchase Engineer

> "It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6743173)

CE

Chuck E.

Support Services Analyst

> "I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6602735)

VL

Vanessa L.

CEO

> "I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6646176)

BA

Brian A.

Depot tech

> "There were certain operations that could become difficult to keep track."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113053)

JH

Jessica H.

Digital Advisor

> "I use Freshdesk daily as it is an efficient customer support platform that allows me to enhance productivity by managing and resolving customer inquiries in mu..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475)

IJ

Isaac J.

Director

> "We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund...."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6536010)

RA

Riyad A.

Technical Support Engineer

> "The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed. While there are some..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875)

JR

Joe R.

IT Director

> "I also found the portal login to be troublesome at times when trying to login"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495)

JR

Joe R.

IT Director

> "You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495)

KS

Katie S.

Operations Manager

> "The setup was pretty clunky to start and took a few tries to get it right for a ticketing system."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6878678)

SC

Silvester C.

Sr. Manager

> "The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7111932)

JR

Joe R.

IT Director

> "The layout is sort of confusing and it is not explicitly clear on where certain settings are."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495)

VR

Verified Reviewer

Account Manager

> "Great value for money, I use the product daily to track and manage customer support tickets, also love the integration to our entire tech stack and ease of use."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6868570)

YY

Yhan Y.

Assistant Manager

> "Some stuff we actually need for ops is kinda annoying to get unless you do manual exports."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6853895)

AZ

Arpad Z.

Senior software consultant

> "It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6550938)

PA

Priscial A.

Customer Service

> "We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073)

Harry G.

Head of Creative

> "A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6464954)

VR

Verified Reviewer

IT Support Analyst

> "My issues are more with the ticketing portion of Freshdesk."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583)

CO

Chris O.

President

> "My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6569086)

PJ

Posh J.

US IT LEAD

> "The delayed response time for support caused productivity issues for my team"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745)

CL

Carissa L.

Marketing and sales manager

> "It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6833253)

LM

L M.

Lead Data And Analytics Manager

> "the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6100685)

JM

Jessica M.

Customer Service

> "The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6603731)

Mitusha A.

Conversational AI Developer

> "when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6034388)

AA

Aditya A.

Customer Service Representative

> "It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6780593)

CG

Courtney G.

Artist

> "Microphone disconnects from the program so the customer cannot hear you"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6327744)

EC

Ewan C.

Billing and Accounts Administrator

> "The ticketing system, SLAs, and canned responses allow us to solve issues more quickly and more correctly."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6843675)

SS

Samuel S.

Executive Administrator

> "Also lacks ability to change what is seen (or tracked)."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6606254)

GC

Graziana C.

Customer Operations Lead

> "Freshdesk has an outstanding self service support, which gives immediate answers to customers"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732)

IM

Ian M.

Partner

> "You have to use a separate time tracking tool for time sheets as it doesn't account for all the different tasks throughout the day"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6052173)

SC

Stefano C.

Marketing manager

> "Entry-level plans are affordable but costs can grew quickly in higher-tier plans, if you need advanced features like custom reporting and better automations."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6575065)

VR

Verified Reviewer

Health Coach Manager

> "You have to be careful about replying to a ticket, so the member/customer does not see replies."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6425162)

MA

Martin A.

Snr Technical Product Support Engr

> "Real-time chat and task management tools are reliable and enhance workflow."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7117013)

IgG

Ivan gabriel G.

Operator

> "Less useful features of freshdesk May include redundant features, dificulty in customization, and limitations in advanced analytics."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5082807)

SJ

Sam J.

Office Administrator

> "I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6489579)

JI

Joy I.

Administrative Coordinator

> "It depends on internet connection due to lack of offline access."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6665797)

MA

Martin A.

Snr Technical Product Support Engr

> "Freshdesk is a robust platform for managing customer support efficiently."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7117013)

PA

Priscial A.

Customer Service

> "As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073)

VB

Vittal B.

Chief Product and Strategy Officer

> "We made sure we were responsive even during product launches or outages with automation, SLAs, and canned responses."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496)

IS

Ian S.

GM

> "Lastly - the charts on the mobile app are not very usable as you can't save filters and to change filters on mobile is almost impossible."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4965039)

SM

Shailesh M.

IT Service Delivery Manager

> "It also means that various departments can collaborate seamlessly too."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408)

VR

Verified Reviewer

Marketing Director

> "If you're looking to customize your helpdesk, Freshdesk is not for you."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619)

SM

Shailesh M.

IT Service Delivery Manager

> "Overall experience is positive - makes my day-to-day life easy by tracking/organising all queries/incidents for me."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408)

Sofiya K.

Support Specialist

> "The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047)

V

Vidhi ..

Marketing Associate

> "It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the..."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6568963)

Sofiya K.

Support Specialist

> "The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047)

RJ

Ramos J.

Senior Researcher

> "I like its advanced reporting and analytics capabilities that enable us to improve processes and measure performance."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6749011)

JH

Jessica H.

Digital Advisor

> "I like all of Freshdesk's features but I can see that it might not meet the needs of all businesses."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475)

RA

Riyad A.

Technical Support Engineer

> "The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875)

SK

Surya K.

Sr. Manager

> "First, the interface can feel overwhelming, especially for new users."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6580514)

VR

Verified Reviewer

Associate Product Manager

> "Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571991)

JS

Jessica S.

Owner

> "There is Not always timely response to live chat."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6616914)

GC

Graziana C.

Customer Operations Lead

> "Freshdesk is completely intentional in managing and centralizing customer support"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732)

PA

Paola A.

Team Leader

> "Sometimes this can be a problem because of the type of information that is displayed in the tickets, however I don't see it as such a big problem."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4848219)

VR

Verified Reviewer

Communications and Events Manager

> "It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts"

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6866638)

KT

Karla T.

system engineer

> "The technical support is terrible. If we want to solve something, it takes more than 24 hours, the response should be immediate so as not to delay the work."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4936685)

VR

Verified Reviewer

Project Manager

> "I've used a few ticketing systems in my career, and I find Freshdesk to the one of the best ones."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7119649)

Joshua Yeboah A.

CEO

> "Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4815678)

KG

Kim G.

Performance Marketing Manager

> "Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6403141)

Glory B.

Business Consultant

> "It's functions are somehow complex which makes it not too easy for beginners. And also the pricing is a lit bit pricey compared to other similar apps."

[See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4814736)

[View Reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/)

SM

Sherry M.

Executive Manager

> "There are many pros with Genesys Cloud CX such as having everything in one platform (phone calls, email,..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

SM

Sherry M.

Executive Manager

> "The only cons, per se, of Genesys Cloud CX are that it was a bit difficult when first setting it up. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

KW

Kris W.

Project Manager

> "The alignment of multiple communication channels makes managing our call center staff and monitoring customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6451500)

VR

Verified Reviewer

Associate technical support engineer

> "The call assignment is random and not as per first come first serve while on queue, navigation is very..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6716002)

Jordan M.

HR Generalist

> "Only service I have regularly used for engaging with external vendors and customers as an HR Rep. Works well,..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

VR

Verified Reviewer

Associate Leadership Team

> "Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6858437)

RW

Ryan W.

Business analyst

> "The AI-driven predictions and automation features are especially useful for managing staffing and schedules..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

Glen T.

System Support Lead

> "Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6427682)

Jordan M.

HR Generalist

> "Simple to use deskless calling service with the ability to forward calls and review voicemails."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

JF

Jon F.

Manager

> "Difficult to integrate on to your site, documentation was lacking for us"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6598011)

SW

Sharon W.

Case Manager

> "It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

SW

Sharon W.

Case Manager

> "Menu to change options is a bit antiquated and time consuming."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6769609)

Jordan M.

HR Generalist

> "The caller ID, volume options, and interface is well done."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6877401)

LF

Liam F.

Operations Manager

> "Lacks sophisticated outbound dialling."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556404)

MHS

Mohammed Hareez S.

Customer Success representative

> "we use Genesys cloud to interact with customers via calls and emails and its so far the best"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6691179)

Lizandro H.

Sales Development Specialist

> "The call quality and the recording of the calls were sometimes not heard."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6022052)

LB

LaSheena B.

Solution Analyst

> "I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6774566)

NN

Nick N.

Workforce Management

> "Not user friendly."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6536495)

SKT

Song Kean T.

NOC and SOC Manager

> "Features rich tool to enable smooth customer service operation, inbound call recording and phone queues..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6256658)

KS

Kyle S.

Team leader

> "times out and difficult to initially use"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6462048)

DL

Daniela L.

Sales manager

> "In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6463546)

Abel A.

Agent

> "all I can fault about this software is its high cost for small businesses"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5059915)

SM

Sherry M.

Executive Manager

> "Overall using Genesys Cloud CX is very efficient, although not easy to learn. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___7111667)

NT

Nicholas T.

UC Engineer / Developer

> "The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4696997)

Saskia M.

Senior Director Sales Marketing

> "In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___5011669)

KM

Kyle M.

Workforce Management Operations Scheduler

> "The scheduling portion that is supposed to make this web based call functionality, reporting and adherence..."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3355456)

CC

Cody C.

CSR

> "Great for managing contact center."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

JJ

Jonathan J.

Manager Reporting & WFM

> "The Salesforce External Routing feature isn't well documented or understood"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4547969)

RW

Ryan W.

Business analyst

> "The AI-driven forecasting is generally accurate, helping us keep staffing balanced."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6556747)

TH

Taja H.

Fan Service agent

> "Sometimes calls do not come through"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4349272)

LR

Lyn R.

Enrollment Growth Rep

> "I like that you can pop out a little window to make it easier to use it while using other apps."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6758801)

EAM

Edgar Alan M.

Systems Leader

> "We have problems with the integration with our SAP, because the version wasn't compatible with the solution."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2945547)

HD

Harinder D.

Insurance Advisor

> "It focuses on delivering exceptional customer service to all the clients."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6779762)

Marek K.

Sr. CX Consultant

> "Relatively slow delivery of solutions to main painpoints reported by business via idea portal."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3195463)

AT

Alejandra T.

BU Regional Sales Manager

> "The payback, once implemented, as a multi-channel tool is awesome."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6664004)

DK

Darya K.

Escalation Manager

> "The system does not remember the user and periodically you need to enter your login and password again."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___3361002)

CC

Cody C.

CSR

> "Very professional company, great software, and overall amazing reporting on stats."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6828535)

YY

Ye Y.

Technical Specialist

> "Dashboard is missing the flexibility for shorting agent status."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2988882)

OR

Oliver R.

Owner

> "Simple to use and offers first-class connectivity."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6829271)

JL

Jose L.

manager coordinator

> "professionals service werent that good sometimes"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___4076419)

SB

Sabrina B.

Systems Developer

> "Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6247808)

AP

Amanda P.

Manager, Business Technology Solutions

> "Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. "

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2843493)

AC

Andreea C.

CX Manager

> "More indicators available (than previous solution we were using)."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6589729)

VR

Verified Reviewer

Freelance Writer

> "The sound quality of calls can be questionable in seasons."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2731026)

BV

Brenda V.

Broker Coordinator

> "The latest version and updates have been great."

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___6813878)

YP

Yashodha P.

Senior Service Engineer

> "PureCloud application crashes sometimes"

[See full review](https://www.capterra.com/p/179417/Genesys-Cloud/#Capterra___2167741)

[View Reviews](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/)

## User interface

4.50 (3,416)

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

4.34 (262)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Freshdesk

31/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/124981/Freshdesk/#features)

Genesys Cloud CX

Top features

33/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features)

### Recognition

Freshdesk is recognized as a top-rated tool in 2 Capterra Shortlist reports

Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports

### Deployment & support

Freshdesk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Genesys Cloud CX

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Freshdesk

-   By Freshworks
-   Located in United States
-   Founded in 2011

Genesys Cloud CX

-   By Genesys
-   Located in United States
-   Founded in 1990

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Contact vendor for pricing

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