Genesys Cloud CX and Freshdesk compete in the contact center solution category. Genesys Cloud CX often has the upper hand due to its comprehensive cloud capabilities and advanced features, especially benefiting larger organizations.
Features: Genesys Cloud CX offers a robust cloud solution with WhatsApp integration, chatbots, and advanced tools for developers and contact center managers. It provides omnichannel capabilities and a user-friendly drag-and-drop interface, integrating seamlessly with AWS. Freshdesk is known for its user-friendly design, ticket automation, and versatility across email and social media, allowing significant customization for various business needs.
Room for Improvement: Genesys Cloud CX could enhance process automation, integration capabilities, and flexibility in pricing. Improvements in its reporting and customization options have been suggested. Freshdesk users note a need for better technical support, customization, and an enhancement in collaborative ticket handling. Its scalability and adaptation for larger businesses also require attention.
Ease of Deployment and Customer Service: Genesys Cloud CX supports both public cloud and hybrid deployments, with generally well-rated technical support. However, some users experience delays and prefer direct support. Freshdesk offers reliable support but requires improvements in response times and support structure.
Pricing and ROI: Genesys Cloud CX's pricing is flexible, based on a pay-as-you-go model, often necessitating negotiation for larger deployments. It typically offers a positive ROI due to its comprehensive features. Freshdesk is more cost-effective, with competitive pricing appealing to smaller teams or those requiring basic functionalities, although certain advanced features might incur extra costs.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
Genesys support is very good.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Genesys is brilliant concerning stability.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
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