Freshdesk vs Genesys PureCloud

Awards

Starting Price

$15.00/month/user

$69.99/month/user

Best For

Businesses of all sizes across the world trust Freshdesk to provide remarkable customer service.

PureCloud is for everyone! Progressive IT and contact center operations that prefer rapid delivery, all-in-one, cloud contact center solution.

Ideal number of Users

2 - 999

1 - 1000+

Rating


4.5 / 5
(2147)
Read All Reviews

4.1 / 5
(87)
Read All Reviews

Ease of Use


4.5 / 5


  • "Fresh desk was a great tool for our startup during early growth period. Easy to use and integrate."

  • "Easy to use software, good overview fast reply for agents, good integration in knowledgebase."


4.2 / 5


  • "Very satisfied with PureCloud : easy to use and very stable."

  • "Layout, very nice to look at and relatively user friendly. Combination of staffing outlook when viewing a timeline."

Customer Support


4.6 / 5


  • "Freshdesk is good in customer service and good in business to keep you customer with their files. All my documents are safe."

  • "Interface, Ease of use, customer support and the overall value is great."


3.6 / 5


  • "I am project manager for Customer Care Department and was in charge of PureCloud implementation."

  • "Highly complex, all inclusive, customer support routing software."

Features & Functionality


4.3 / 5


  • "The support is amazing, anytime we need anything they are available to help quickly and with detailed replies."

  • "A very reliable software best suited for Small Business/ Startups."


4 / 5


  • "Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management."

  • "PureCloud is easy to navigate and I appreciate that there are continuous improvements being made."

Value for Money


4.4 / 5


  • "Usability and the easy setup, also the pricing is good."

  • "Freshdesk offers a huge number of features for a very reasonable price when compared against their competitors."


3.8 / 5


  • "Feature rich solution with simple licensing model."

  • "Simple out of the box solution that could provide me with many tools while minimizing our operational costs."

Product Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management

Screenshots

View 5 screenshots 206237 thumb
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Platform

Web/Installed

Mobile

Web/Installed

Mobile

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online
  • 24/7 (Live Rep)
  • Business Hours
  • Online

Training

  • close In Person
  • check Live Online
  • check Webinars
  • check Documentation
  • check In Person
  • check Live Online
  • check Webinars
  • check Documentation

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Freshdesk vs Genesys PureCloud

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