Compare Freshworks vs Genesys

Freshworks

Based on 97 reviews.

Genesys

Based on 20 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

15 reviews

11 reviews

3 reviews

6 reviews

Genesys Voice Platform [EOL]

0 reviews

Interactive Intelligence

0 reviews

Top Industries

Construction Company

12%

Manufacturing Company

Financial Services Firm

Comms Service Provider

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Outsourcing Company

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

Manojkumar Reddy
Associate Technology Consultant at a tech vendor
Freshsales is our CRM tool and CRM platform. Whenever we want to sell a product to a customer or when they inquire on...
Read full review of Freshsales »
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 3

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] »
Julien Baluka
Founder at SJT Consult
Genesys Cloud CX is a CTI tool designed for contact center operations, previously resembling Cisco and allowing for...
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

GeorgeMartin
Director and Owner at Innovo Limited
I've contacted customer support on multiple occasions and there are two main considerations; response time, and...
Read full review of Freshservice »
Ehwsf Duhsf
Senior Executive ICT at Avarna
For maintenance and support, we have a dedicated team. In case we require support, it is assigned to someone who is...
Read full review of Freshdesk »
Salman Naeem
Assistant Manager at a tech vendor
The customer service and support are very friendly and respond fast. Overall, it is good.
Read full review of Freshdesk »
Mark Freemantle
Head of PMO at University of Utah Hospital
I didn't have a direct connection to Freshservice's support itself. I used to go to our local support. Our IT help...
Read full review of Freshservice »
Yousef Almomani
Systems Engineer at a consultancy
The customer support for Freshservice is super great, and I would rate the customer support a 10 out of 10.
Read full review of Freshservice »
Zeeshan Ali
General Dentist at Smile Profile Dental Clinic
Customer support for Freshdesk Omni was good. They helped significantly during the initial setup and addressed the...
Read full review of Freshdesk Omni »
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 »
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 »
Gabace Mishra
Software Engineer at Deloitte
The customer support provided by Freshdesk Omni is very proactive and supportive.
Read full review of Freshdesk Omni »
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 »
Gauri Thakur
Director, Portfolio Projects at Microland Limited
I don't communicate frequently with the technical support of Freshdesk. My customers, the OEM, do. My team has the...
Read full review of Freshdesk »
JoseQuintero1
Senior Services Manager at a tech services company
Their technical support five years ago was quite fast, but that speed has been decreasing over time due to the growth...
Read full review of Freshsales »
ElvisHenriquez
Senior Services Manager at NextCom Systems Inc
The support is great.
Read full review of Freshservice »
Ashutosh Jha
Project Engineer at IT Solution
I have not used customer support often, but the customer support is good. I have tried it one or two times.
Read full review of Freshdesk »
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 »
Ashakir Akbar
SAP-Program Manager at Axium Packaging
Technical support is good and super fast.
Read full review of Freshdesk »
Anonymous User
IT Project Manager at a computer software company
I've never been in touch with support. I' not sure if anyone has. I can't speak to how helpful or responsive they...
Read full review of Freshservice »
Rajkumar Reghu Varma
Infrastructure Architect -Application Dynamics at Kyndryl
Once you log into an instance, there is always chat support available. You can also email them. they are very easy to...
Read full review of Freshservice »
Emmanuel Manios
Lead Enterprise Support Technician at a retailer
I've only used them a couple of times. However, in every case that they've helped me out with, they've been very...
Read full review of Freshservice »
Anonymous User
Consultant at a tech services company
Dealing with support was challenging. Their support is based in India, so it's all in English, and I'm not fluent, so...
Read full review of Freshservice »
Anonymous User
IT Project Team Leader
We've used support in the past and have gotten good feedback and assistance. We are happy with the level of support.
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
Sr cloud engineer at a tech vendor
The customer support for Freshdesk Omni is good.
Read full review of Freshdesk Omni »
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
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 »
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
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 »
Line WillumsenSolem
Development Manager at Horizon Software
I haven’t contacted technical support myself, but I've heard that it is good.
Read full review of Freshdesk »
Anonymous User
Mobile Developer at a tech services company
8/10 - since they are always active and take actions if possible.
Read full review of Freshdesk »
Anonymous User
Operations Manager at a retailer
When it comes to setting new help desks and integrating these with different companies' emails, etc. It may be tricky...
Read full review of Freshdesk »

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] »
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 »
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 »
Manan Gupta
Senior Development Specialist 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 »
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 »
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] »
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 »
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 »
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 »
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 »
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 »
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] »
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 »
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 »
Julien Baluka
Founder at SJT Consult
I did not work directly with Genesys Cloud CX support, as we relied on an integration partner for bug fixes and...
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 »

Review 1 of 19

Technical Support

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