Compare Freshworks vs Genesys

Freshworks

Based on 70 reviews.

Genesys

Based on 16 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

10 reviews

9 reviews

5 reviews

10 reviews

Genesys Voice Platform

2 reviews

Interactive Intelligence

1 reviews

Top Industries

Computer Software Company

26%

Manufacturing Company

Financial Services Firm

Real Estate/Law Firm

Educational Organization

18%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing 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

Tim Guilder
Head of Production Technology at ITV
We are in a broadcast environment, making around 40,000 hours of TV every year. Our primary use case is for...
Read full review of Freshservice »
Alexey Timchenko
Senior Vice President Information Technology at TASC Towers
I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has...
Read full review of Freshdesk »
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 »

Review 1 of 3

ABHAY MISRA
Senior Principal Consultant at Moksa Technologies Pvt. Ltd.
We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even...
Read full review of Genesys Cloud CX »
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 »
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 »

Review 1 of 4

Customer Service

Bijoykrishna Das
Analyst at Ametek India
The technical support team is very good.
Read full review of Freshservice »
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 »
Alexey Timchenko
Senior Vice President Information Technology at TASC Towers
The solution has been great. We haven't needed technical support.
Read full review of Freshdesk »
Curtis Braun
Principal Consultant at Advc8 Consulting
They're not very good at technical support.
Read full review of Freshservice »
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 »
ElvisHenriquez
Senior Services Manager at NextCom Systems Inc
Technical support is excellent. It's one of the best support providers I've ever worked with.
Read full review of Freshdesk »
Sonu Thomas
Operations Manager at Cognitive Global
The support must be faster.
Read full review of Freshsales »
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 »
HeshamFouad
Quality and Technical Support Department Manager at dsquares
We have made use of the training academy and the technical support team from Freshdesk. Both have been very good...
Read full review of Freshdesk »
ElvisHenriquez
Senior Services Manager at NextCom Systems Inc
The support is great.
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 »
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 »
Jesus Villanueva
Private at Private Entrepreneur
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to...
Read full review of Freshservice »
Anonymous User
Senior Helpdesk at a non-profit
That would actually be another area they can improve because I feel like the ability to go in and contact support is...
Read full review of Freshservice »
Anonymous User
Information manager
Freshservice's technical support has issues with delays and translations.
Read full review of Freshservice »
Anonymous User
Lecturer at a university
Customer Service: 8/10 Technical Support: 8/10
Read full review of Freshdesk »
Harshit Pahuja
Operations Manager at Be You Plus
Customer Service: 8/10 Technical Support: 8/10
Read full review of Freshdesk »
Poornima Kumari
Interviewee at a healthcare company
The technical support is nice. When I was working with Freshteam I was able to ask Freshworks, the parent company,...
Read full review of Freshteam »
Yudhi Nr
Business Development Manager at Torch
I would the customer support an eight out of ten as they respond to our queries quickly.
Read full review of Freshsales »
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
Infrastructure Management at a financial services firm
I have not used the support from Freshservice.
Read full review of Freshservice »
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 »
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 »
Divya BC
CX Team at Padah Solutions
If we have any doubts, we have many articles available online. We contact the support team only in a worst-case...
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 »
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 »
reviewer783452
Senior Information Technology System Administrator at a insurance company
The technical support staff are responsive and reactive. We contacted support when we were having issues with...
Read full review of Freshservice »
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 »
Ashakir Akbar
SAP-Program Manager at Axium Packaging
Technical support is good and super fast.
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 »

Review 1 of 30

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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »
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 »

Review 1 of 15

Technical Support

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