Compare Freshworks vs Genesys

Freshworks

Based on 92 reviews.

Genesys

Based on 19 reviews.

Sample Customers

Freshdesk

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Freshsales

Caratlane, Pykih, Buying Show, INTUO, WallyPark, Exploring Vacations, Raved, Forest, Ascendore, MagePlaza, Vacasa,

Freshcaller

Untappd, Travix,The Dutch label Shop,Blyss, Loupen

Genesys Cloud CX

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Interactive Intelligence

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira

Popular Solutions

14 reviews

11 reviews

2 reviews

6 reviews

Genesys Voice Platform [EOL]

0 reviews

Interactive Intelligence

0 reviews

Top Industries

University

Manufacturing Company

Educational Organization

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Comms Service Provider

Quotes From Member Reviews

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Most Helpful Reviews

Gauri Thakur
Director, Portfolio Projects at Microland Limited
My team has had SCSM experience because we moved the entire workflow of SCSM into ServiceNow, but it was part of...
Read full review of Freshdesk »
Gabace Mishra
Software Engineer at Deloitte
In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized...
Read full review of Freshdesk Omni »
JoseQuintero1
Senior Services Manager at a tech services company
Our entire employee base is supported by Freshteam. We register all our employees and their candidates inside the...
Read full review of Freshteam »
Raja Farrar
IT Service Delivery Manager at Symposiam
My main use case for Freshservice is for IT support, ITSM management, and asset management. For instance, I use...
Read full review of Freshservice »

Review 1 of 4

Luis Teran
Engineer at Cyber Sea
It is for integration, an omnichannel solution, that you can get interactions with Voice, Facebook, Twitter,...
Read full review of Interactive Intelligence »
Mohamed-Saber
Sr. Genesys System Engineer at a tech services company
There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience...
Read full review of Genesys PureConnect [EOL] »
Giribabu Dondapati
Associate | Genesys Cloud Developer at Conizant Technological Solutions
The usual use cases for Genesys Cloud CX that I mostly work with involve a contact center application. We use...
Read full review of Genesys Cloud CX »
Thahmid Zuberi
Genesys Architect at The Select Group
Genesys Voice Platform is a voice solution. It's used to house media files and control things like music on hold,...
Read full review of Genesys Voice Platform [EOL] »

Review 1 of 4

Customer Service

JoseQuintero1
Senior Services Manager at a tech services company
Covid took a toll on the support we have received from the Freshworks team with most of their support teams based in...
Read full review of Freshteam »
Tim Guilder
Head of Production Technology at ITV
The customer support has always been very engaged and they're good at communicating. I appreciate that they let us...
Read full review of Freshservice »
Amit Lavi
VP Customer Success at Secret Double Octopus
The technical support from Freshdesk is great, they are responsive.
Read full review of Freshdesk »
Sonu Thomas
Operations Manager at Cognitive Global
The support must be faster.
Read full review of Freshsales »
Leandro-Coelho
Engenheiro de pré-vendas at Pise4
The technical support for this solution is good. We receive support from our distributor called Tech Data Synnex. I...
Read full review of Freshsales »
SujayRao
Senior Manager, Customer Value & Innovation at CoinDCX
Technical support for Freshdesk is rated at eight point five out of ten. While support is generally helpful, there...
Read full review of Freshdesk »
Vinoxas Mishara
Project Manager at Yohanna
The customer support is relatively very proactive and supportive 24/7, and I am very happy with them because they...
Read full review of Freshdesk »
ParthSudra
Solutions Architect at Locuz Enterprise Solutions Ltd
My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to...
Read full review of Freshdesk Omni »
Gabace Mishra
Software Engineer at Deloitte
The customer support provided by Freshdesk Omni is very proactive and supportive.
Read full review of Freshdesk Omni »
Cristina Neri
Sales Manager Managed Services and Digital Solutions at Alosys Communications
I don't have any issues owing to which I need to contact the solution's technical support.
Read full review of Freshsales »
Trilochana Gouda
IT manager at a comms service provider
We had a good experience with customer service, receiving a positive response from technical support.
Read full review of Freshservice »
reviewer9072573
IT Technician at a retailer
The customer service is satisfactory, though there might be delays in response for non-critical issues.
Read full review of Freshservice »
Srini Konakanchi
Vice President at Sysnet Global Technologies
The technical capabilities of the support team are good. However, they rely heavily on their partners to fill their...
Read full review of Freshdesk »
Anonymous User
Infrastructure Management at a financial services firm
I have not used the support from Freshservice.
Read full review of Freshservice »
Anonymous User
Asst. Vice President at a performing arts
Freshdesk support is great. If we ever had minor performance issues, it would just take an email or call to the...
Read full review of Freshdesk »
Anonymous User
Network Analyst at a real estate/law firm
Their technical support is good. Usually, their response time is pretty fast, and they do follow up to make sure that...
Read full review of Freshservice »
Anonymous User
Director Of Technology Services at a comms service provider
We did reach out to technical support in the past. Their response time and knowledgeability could be improved.
Read full review of Freshservice »
Anonymous User
Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm
Freshsales' technical support is really good. I want to verify that the support team knew we were doing a POC for...
Read full review of Freshsales »
Anonymous User
Business Systems Analyst at a transportation company
We literally have weekly meetings with them, and for the last two years, we've had some hit-and-miss experiences. The...
Read full review of Freshservice »
Anonymous User
Presales Engineer at a tech services company
Freshservice support is very reactive and helpful when we have a question or issue. Technical support is totally free...
Read full review of Freshservice »
Anonymous User
Senior Technical Analyst at a computer software company
I've only reached out to Freshdesk support a few times, and they've always been responsive and helpful.
Read full review of Freshdesk »
Anonymous User
Lecturer at a university
Customer Service: 8/10 Technical Support: 8/10
Read full review of Freshdesk »
Anonymous User
Head of IT Services at a financial services firm
Technical support is good. I give them 7/10.
Read full review of Freshservice »
Cesar Quiroz
CIO at Grupo Kasto
Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't...
Read full review of Freshservice »
Anonymous User
Director of IT at a wholesaler/distributor
They were decent. I was CC'd on a couple of emails when we were setting it up initially. There was some stuff about...
Read full review of Freshdesk »
Ashakir Akbar
SAP-Program Manager at Axium Packaging
Technical support is good and super fast.
Read full review of Freshdesk »
Swamy Nanjundaiah
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
Read full review of Freshdesk »
Anonymous User
IT & Operations Manager at a financial services firm
Their technical support could be improved. There have been times where we have been bounced around for simple issues....
Read full review of Freshservice »
Oluwatosin Nelson
Product Manager at RelianceHealth
Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem...
Read full review of Freshdesk »
Raja Farrar
IT Service Delivery Manager at Symposiam
I have seen a favorable return on investment resulting from Freshservice. Time savings are evident with MTTR reduced...
Read full review of Freshservice »

Review 1 of 30

Ibrahim Halil Gogus
Senior Genesys PS Consultant at a consultancy
The quality of support for the Genesys Voice Platform depends on your Genesys partner. I used to work with banks and...
Read full review of Genesys Voice Platform [EOL] »
ABHAY MISRA
Senior Principal Consultant at Moksa Technologies Pvt. Ltd.
There are multiple points – like during deployments or integrations – where we usually have some queries or need...
Read full review of Genesys Cloud CX »
Mohamed-Saber
Sr. Genesys System Engineer at a tech services company
Most of the time, they are very good.
Read full review of Genesys PureConnect [EOL] »
Luis Teran
Engineer at Cyber Sea
We are not happy with the technical support. They take too long to answer. I know it's due to the fact that one...
Read full review of Interactive Intelligence »
Mohammed Khaleel
Senior CX Genesys Systems Engineer at Jathwa
Technical support is excellent. They really help out when we have issues with the cloud. They tend to jump on the...
Read full review of Genesys Cloud CX »
Mohd Omar
Contact Center Chief Specialist at Department of Finance - Dubai
The technical support is average. Genesys provides support through technical partners, not directly. This setup is...
Read full review of Genesys Cloud CX »
Manan Gupta
Management Consulting Analyst at a consultancy
Genesys support is reliable and responsive. I would rate them as a ten out of ten.
Read full review of Genesys Cloud CX »
RohitYadav
Global Lead CTI Engineer at a tech services company
Whenever there's an SLA, Genesys responds as per the SLA and the priority of the issue. But sometimes there are...
Read full review of Genesys Cloud CX »
AB370
Manager, Customer Experience Country (France) at Stellantis
I don't have personal experience with contacting technical support, so I can't comment on that.
Read full review of Genesys Cloud CX »
Jesus-Flores
Subject matter expert at a tech services company
Genesys Cloud technical support is a four out of five for me. Most of the time, it's helpful. There have only been a...
Read full review of Genesys Cloud CX »
PeterDunkley
BA at Rise Asia Technology Limited
Genesys support is very good. I have worked with them for implementation, and they have been reliable.
Read full review of Genesys Cloud CX »
Anonymous User
Product Manager at a computer software company
In the South African region, customer service response time may be influenced by the small percentage of customers,...
Read full review of Genesys Cloud CX »
Giribabu Dondapati
Associate | Genesys Cloud Developer at Conizant Technological Solutions
I would rate the technical support from Genesys Cloud CX a six or seven since we don't have a dedicated team....
Read full review of Genesys Cloud CX »
Morvin Arun Pinto
Cx Product Manager at a comms service provider
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the...
Read full review of Genesys Cloud CX »
David Blackshaw
Genesys Consultant at Virgin Media
We were using Genesys Cloud support the whole time. When you try and do something a little bit different and you find...
Read full review of Genesys Cloud CX »
Anonymous User
Senior Genesys Engineer at a tech vendor
Technical support for Genesys Cloud is a nine out of ten for me, though it would still depend on the case. My company...
Read full review of Genesys Cloud CX »
Thahmid Zuberi
Genesys Architect at The Select Group
I would rate technical support as 4.5 out of 5. Based on the urgency, they reply very quickly. Technical support is...
Read full review of Genesys Voice Platform [EOL] »
Mohamed Shareed
CX Team Lead
Because they're phasing the product out, Genesys is not putting anything into support. The expertise isn't there.
Read full review of Interactive Intelligence »

Review 1 of 18

Technical Support

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