Compare Freshworks vs Genesys

Freshworks

Based on 73 reviews.

Genesys

Based on 17 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

12 reviews

10 reviews

5 reviews

6 reviews

Genesys Voice Platform

0 reviews

Interactive Intelligence

0 reviews

Top Industries

Computer Software Company

25%

Financial Services Firm

Manufacturing Company

Retailer

Educational Organization

19%

Computer Software Company

12%

Financial Services Firm

11%

Government

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

Dedy Mulyadi
General Manager - Head of IT and Security at Centratama Group
Support is quite good.
Read full review of Freshservice »
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 »
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 »
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 »
Sonu Thomas
Operations Manager at Cognitive Global
The support must be faster.
Read full review of Freshsales »
ElvisHenriquez
Senior Services Manager at NextCom Systems Inc
The support is great.
Read full review of Freshservice »
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 »
Amit Lavi
VP Customer Success at Secret Double Octopus
The technical support from Freshdesk is great, they are responsive.
Read full review of Freshdesk »
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 »
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 »
Curtis Braun
Principal Consultant at Advc8 Consulting
They're not very good at technical support.
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 »
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 »
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
Information manager
Freshservice's technical support has issues with delays and translations.
Read full review of Freshservice »
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
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
Lecturer at a university
Customer Service: 8/10 Technical Support: 8/10
Read full review of Freshdesk »
Deepak Bartwal
Application Manager at a retailer
There is no direct contact number to reach a designated person. We need to call their tech support and deal with a...
Read full review of Freshdesk »
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 »
Anonymous User
Infrastructure Management at a financial services firm
I have not used the support from Freshservice.
Read full review of Freshservice »
Paulo Roberto Vieira Mendes
Operations Manager at Instant Travel
We had one issue that we had to escalate to the technical support. It crashed and we had to have their help to fix...
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 »
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 »
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 »
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 »
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
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 »
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 »

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

Review 1 of 16

Technical Support

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