# Compare Zendesk Suite vs Genesys Cloud CX 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Zendesk Suite and Genesys Cloud CX based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/164283-179417/Zendesk-vs-Genesys-Cloud --- # Zendesk Suite vs Genesys Cloud CX Features and Cost Comparison Last updated March 15th, 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: Zendesk SuiteGenesys Cloud CX2/4 selected [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.3 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) [## Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $39.00/month Value-for-Money 4.2 Functionality 4.4 Ease of Use 4.3 Customer Service 4.3 Reviews Sentiment Based on [4,079 reviews](#user-reviews) Positive 3,643 Neutral 318 Negative 118 [## 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 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,819 reviews from call center 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 75%Fit Missing features Feature ratings Call Center Management 4.6 Dashboard 4.5 Call Logging 4.5 Call Recording 4.5 Call Tracking NA 79%Fit High performer Feature ratings Call Center Management 4.5 Dashboard 3.0 Call Logging 4.5 Call Recording 4.6 Call Tracking 4.7 User satisfaction User satisfaction 4.4 User reviews[4,079](https://www.capterra.com/p/164283/Zendesk/reviews/) Ease of use 4.3 Functionality 4.4 Value for money 4.2 Customer support 4.3 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 $39Per User, Per Month - Free version - Free trial Price starts from $75Per User, Per Month - Free version - Free trial Best for Best for Businesses of all sizes in retail, financial services, education, government, transportation, manufacturing, software, healthcare, telecommunications, media, and more. Best for Companies of all sizes looking for an easy, all-in-one cloud contact center solution. ## User reviews Pros & cons PT Pablo T. CX Consultant > "This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an optimization..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063564) VR Verified Reviewer Systems Administrator > "Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) Ifra S. Zendesk Developer > "Zendesk Suite offers strong value for money considering the wide range of features included - ticketing, automation, analytics, and omnichannel support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) CB Christine B. Pilates transformation expert > "Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) Jane F. Personal Lines Executive > "It streamlines customer support, keeps tickets and communications organized, and helps provide fast, consistent, and professional service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7117287) LZ Liron Z. Software engineer manager > "As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) CB Christine B. Pilates transformation expert > "It’s a centralized platform that can manage almost all customer interactions - chat, help desk, email and order management." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) SL Sapph L. Communications specialist > "Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) VR Verified Reviewer Digital asset manager > "I liked that I was able to directly reach out to customer support in a variety of fields, or where this type of support was offered, and that the app/service..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6820510) MJ Melanie J. HR Manager > "The latest updates with reporting are difficult to navigate and removed helpful features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064137) Abhishek R. Project Analyst > "Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JC Jaya C. System Engineer > "In a few cases, tickets didn’t get routed correctly per priority rules slowing down response times when the team was really busy." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6824508) PK Phillip K. IT Support Officer > "I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the response time..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) YK Yevgeniy K. Data Analyst > "However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6584092) SK Sarah K. People Ops Manager > "Zendesk has been a great first ticketing system for our company, and allowing multiple users to act as agents ensures that there is not a blocker/single source of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6852820) PK Phillip K. IT Support Officer > "The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) CB Cynthia B. Manager of Registration Services > "Coming from the agony of replying to each individual client via Gmail and not being able to compare responses or easily locate past interactions to everything and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) MB Matthew B. Operations Director > "The pricing structure can also become expensive as you scale, especially if you need premium features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064363) Abhishek R. Project Analyst > "Its multichannel support, centralization of customer interactions, and strong automation and analytics has always helped my business run smoother." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) ML Mikes L. IT Manager > "Zendesk Suite costs are every day increasing, a challenge to small enterprises" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7079768) CB Cynthia B. Manager of Registration Services > "Managing emails as tickets and having every readily accessible for teams to review interactions that support the quality of everyone’s service is invaluable." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) SC Sean C. Marketer > "It can be expensive for a small business, and ironically, their own customer service is not always available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7046146) Ifra S. Zendesk Developer > "It helps align sales and support teams by providing context around customer interactions." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) HC Heather C. Marketing Manager > "Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6564092) JJ Jobin J. Senior Platform Engineer > "The reporting tools are useful for tracking team performance and monitoring overall efficiency." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064183) VR Verified Reviewer IT Admin > "While easy to use for customers, some of the backend framework is a little hard to understand for less tech-savvy co-workers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7096715) GC Graziana C. Customer Operations Lead > "Zendesk is powered to bring all the customer support solutions together, with an organized interface" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) MY Melony Y. Senior Director of Consumer Support > "Very often, they don't ask clarifying questions and provide a link to an irrelevant article." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) MW Mauricio W. Senior Sales Executive at WhiteWater, Inc. > "Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7085661) MG Mayra G. Warehouse Manager > "I experienced that the analysis gets slowed due due to reporting lag since large volume are being handled." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6816940) HT Haruki T. Sr. ADR > "The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6662228) AH Ashli H. Client Solutions Navigator > "Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6484551) JET Jan Ericka T. Customer Service Representative > "The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495494) LZ Liron Z. Software engineer manager > "The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) LS Leonardo S. Support Analyst > "Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM)." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7070758) GY Greg Y. Head of Customer Experience > "There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6643504) MB Malkiel B. Customer Service Supervisor > "The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores, tickets..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) MY Melony Y. Senior Director of Consumer Support > "As the leader of my support team, I would never pay for AI tools that provided this level of support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) DL David L. Head of Sales > "The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Abhishek R. Project Analyst > "Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) VR Verified Reviewer Onboarding > "The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6305827) Abhishek R. Project Analyst > "Interoperability between some modules might be an issue at the beginning of usage period as well." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JI Jahidul I. Finance > "It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6528392) ST Sebuliba T. Customer Success Manager > "You need to have the budget for this tool if you are planning to use the most professional features and hence would not be a good fit for SMEs and startups to use the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6459568) SC Stefano C. Marketing manager > "It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) Kalina B. Freelance and Human resources > "The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516436) TG Tim G. Customer Service Executive > "Customers now receive faster, more consistent responses, and we can quickly catch repeat issues and improve our product listings or FAQs." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AC Alliant C. Support Manager > "Sometimes it’s not easy to see at a glance the number of open tickets that each agent is dealing with." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6829250) Ifra S. Zendesk Developer > "The interface is clean and intuitive for agents, making it easy to manage tickets and workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) MD Michelle D. Academic Experience > "The options for smaller teams are not great in terms of features/ pricing." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6848056) SK Simranjit K. Admin > "It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7030541) HN Harshad N. Technical Support Expert > "Interface is very slow if the laptop gets disconnected from the company VPN and directly connects to the internet." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6703848) SC Stefano C. Marketing manager > "It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) KY Katie Y. Head of Customer Success > "They do not notify you in any way if your messages can't be delivered (bounces, etc)" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6723863) AR Anugrah R. Teammate > "The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) NF Niall F. Head of Design > "I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6499680) SL Sapph L. Communications specialist > "The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) Andrew K. Chief Executive Officer > "Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6012376) BR Busola R. Manager > "I love zendesk for its ability to keep a history of your communication with customers and its ability to easily send and receive emails back and forth" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6326931) DM Dana M. Fulfillment Manager > "This can be very time consuming when notifying a group of customers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7027983) DL David L. Head of Sales > "Zendesk Suite has significantly improved our customer support operations at CheckYeti, making it easier to manage and resolve customer issues." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Rudy B. Founder > "Inability to downgrade user numbers in a timely manner, leading to unnecessary charges." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) AI Alukut I. IT Support Specialist > "The affordability of Zendesk and the startup program of using the solution completely free for the first six months is the best experience and reliable customer..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6444329) CT Christian T. Senior staff engineer > "The only downside I found with Zendesk Suite is that setting up advanced features can be a bit complicated at first." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6306812) VR Verified Reviewer Systems Administrator > "An overall good experience which gives you several options/abilities to make resolving tickets seamless." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) TG Tim G. Customer Service Executive > "It also starts to get expensive when you move beyond the most basic plans." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AR Anugrah R. Teammate > "This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) PB Paige B. Business support management > "Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6489586) KM Kauser M. Manager > "Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6390588) PS Pamela S. Agent > "At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6175439) MB Malkiel B. Customer Service Supervisor > "What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) RP Rachel P. Office Manager > "There have been just a few times when I have had to wait for an extended period of time for a live agent to help with an issue." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6325636) GC Graziana C. Customer Operations Lead > "The ticketing system is brilliant, with robust prioritization capabilities" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) Rudy B. Founder > "Lost all our data and help center content due to their rigid policies." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) TK Tim K. Chief of Staff > "The personalized macros really increase Agent productivity too." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7075562) RP Randy P. Account manager > "User management on admin side is quite tricky to get used to" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6808598) SG Steven G. Production Supervisor > "So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6329222) VR Verified Reviewer SDR > "I dislike that it doesn’t give you notifications when you’re not on the page" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6504459) AG Angela G. Customer support > "Easy to follow to meet customer needs, answer calls, or send emails to meet company needs and delegted tasks." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7119011) DD Dennis D. Business Owner > "Sometimes, in the past, I found it lacking in the reporting department." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6836279) [View Reviews](https://www.capterra.com/p/164283/Zendesk/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 4.41 (4,079) [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 Activity Tracking 207 Important AI Copilot 150 Important AI Summarization 120 Important Zendesk Suite 33/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/164283/Zendesk/#features) Genesys Cloud CX Top features 44/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/179417/Genesys-Cloud/#features) ### Recognition Zendesk Suite is recognized as a top-rated tool in 5 Capterra Shortlist reports Genesys Cloud CX is recognized as a top-rated tool in 3 Capterra Shortlist reports ### Deployment & support Zendesk Suite 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 Zendesk Suite - By Zendesk - Located in United States - Founded in 2007 Genesys Cloud CX - By Genesys - Located in United States - Founded in 1990 ## Popular Comparisons [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,781)](https://www.capterra.com/p/61368/Salesforce/reviews/) $39/month Price $25/month 4.4 Features 4.4 4.3 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-164283/Salesforce-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Ringover](https://www.capterra.com/p/169627/RingOver/)[4.70 (868)](https://www.capterra.com/p/169627/RingOver/reviews/) $75/month Price $29/month 4.2 Features 4.6 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/169627-179417/RingOver-vs-Genesys-Cloud) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $39/month Price $15/month 4.4 Features 4.6 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-164283/LiveAgent-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Convoso](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/)[4.51 (387)](https://www.capterra.com/p/76768/Cloud-Predictive-Dialer/reviews/) $75/month Price $90/month 4.2 Features 4.5 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/76768-179417/Cloud-Predictive-Dialer-vs-Genesys-Cloud) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/) $39/month Price $25/month 4.4 Features 4.5 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-164283/LiveChat-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.82 (321)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) $75/month Price $25/month 4.2 Features 4.7 4.4 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/29589-179417/CallCenterNOW-vs-Genesys-Cloud) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,416)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $39/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $75/month Price $15/month 4.2 Features 4.6 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-179417/LiveAgent-vs-Genesys-Cloud) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $39/month Price R$35/month 4.4 Features 4.7 4.3 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/164283-202528/Zendesk-vs-Milvus) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Readymode](https://www.capterra.com/p/136728/Readymode/)[4.63 (142)](https://www.capterra.com/p/136728/Readymode/reviews/) $75/month Price $199/month 4.2 Features 4.6 4.4 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/136728-179417/Readymode-vs-Genesys-Cloud) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) $39/month Price $0/month 4.4 Features 4.6 4.3 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-164283/Tidio-Chat-vs-Zendesk) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[4.34 (262)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) vs [Nextiva](https://www.capterra.com/p/175788/Nextiva/)[4.61 (916)](https://www.capterra.com/p/175788/Nextiva/reviews/) $75/month Price $25/month 4.2 Features 4.6 4.4 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/175788-179417/Nextiva-vs-Genesys-Cloud)