Genesys vs Zendesk

June 05, 2023 | Author: Adam Levine
Genesys and Zendesk are both notable providers in the realm of customer experience solutions, yet they differ in their offerings and primary focus. Genesys specializes in omnichannel customer engagement solutions, aiming to deliver personalized and contextually relevant interactions across various channels. Their platform includes features like intelligent routing, self-service options, and workforce optimization, with an emphasis on enhancing the overall customer experience. On the other hand, Zendesk is a customer service and support platform that focuses on ticketing, knowledge base management, and customer engagement. It provides tools for managing customer inquiries, tracking support tickets, and delivering efficient customer service. Zendesk prioritizes ease of use, customization options, and integration capabilities.

See also: Top 10 Call Center software
Genesys provides scalability, agility and security. Genesys cloud contact center solutions can improve your customer's journey by increasing personalization and by delivering consistent, connected customer experiences across touchpoints. We meet your customers’ specific channel preferences, such as mobile, SMS and social. Choosing a cloud contact center solution can help your organization achieve these objectives while getting to market faster, and with more flexibility.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
Genesys vs Zendesk in our news:

2022. Zendesk is acquired for $10.2B

Zendesk made a significant decision in February when it rejected a $17 billion acquisition offer, confident in its higher valuation. However, the circumstances have changed, and today the company has been acquired by a consortium of private equity firms for $10.2 billion, considerably lower than the initial proposal. The evolving landscape of the SaaS market in recent months has placed Zendesk amidst a whirlwind of investor drama. In a recent development, the company opted to remain independent, causing a sharp decline in its stock price.

2021. Zendesk acquires AI automation startup Cleverly to advance customer service

Zendesk has recently revealed its acquisition of Cleverly, an early-stage artificial intelligence startup. Cleverly offers an advanced product platform equipped with various AI-powered features. This includes a triage function that automatically assigns relevant tags to incoming service requests, facilitating efficient workflow categorization. Moreover, Cleverly provides AI-powered human augmentation through its agent assist capability, which assists customer service agents in delivering accurate responses to inquiries. Cleverly's technology seamlessly integrates with Zendesk and Salesforce, enabling enhanced customer support experiences for businesses leveraging these platforms.

2021. Genesys acquires Bold360 from LogMeIn

Genesys, a prominent global provider of contact center solutions, has successfully concluded the acquisition of Bold360 from LogMeIn, thus advancing its vision of Experience as a Service(SM). Bold360 is renowned for its cutting-edge digital capabilities, including customer chat, conversational AI, dynamic knowledge base, and intuitive agent experience. Through the integration of Bold360's complementary features with the Genesys AI and data platform, as well as its partner ecosystem, Genesys empowers companies to deliver seamless, context-based, and personalized experiences across all aspects of their business and channels. By incorporating Bold360, Genesys accelerates its vision for Experience as a Service, reimagining how empathy can intricately connect marketing, sales, and service experiences to benefit customers.

2020. Zendesk’s latest tools designed to give fuller view of the customer

Two years ago, Zendesk, a well-known provider of help desk software, expanded into CRM with its acquisition of Base. Shortly after, the company introduced the Sunshine platform, enabling customers to develop applications on top of the Zendesk platform. Since then, Zendesk has been actively integrating the CRM tool into its platform, and today's announcement focuses on offering Zendesk users a more comprehensive understanding of their customers. With access to extensive data from customer interactions with the help desk, Zendesk can provide valuable insights into customer preferences and behaviors.

2018. Zendesk launched customer service app builder

Zendesk has introduced Zendesk Sunshine, a new platform designed for developing customer-centric applications utilizing Zendesk's toolset. This platform enables companies to create custom apps, primarily focused on customer experience and relationship management, which are hosted on AWS and have access to a wide range of AWS services. All applications built on the Sunshine platform rely on it for seamless information sharing. The primary goal of this approach is to empower Zendesk customers to leverage the data they collect within Zendesk as a natural outcome of their workflow. While initially targeted towards Zendesk customers, independent developers may also have the opportunity to work on the platform in the future. Zendesk Sunshine aims to enhance customer service capabilities by providing a flexible and scalable platform for building tailored applications and harnessing valuable data within the Zendesk ecosystem.

2018. Zendesk launched enterprise content management platform

Zendesk has introduced Guide Enterprise, a new enterprise content management product specifically designed for large customer service organizations. This solution aims to provide these organizations with a knowledge base and a content management platform for effective editorial planning and review. The primary goal is to empower customer service representatives to document solutions to encountered problems, thus building a robust knowledge base as an integral part of their daily workflow. By accessing their colleagues' notes, representatives can avoid reinventing the wheel and contribute to the permanent knowledge base through editorial review. This way, when customers visit the website or app, they can access solutions to common issues without immediate human assistance. The platform also incorporates reminders to regularly review and update the content, ensuring the knowledge base remains up-to-date while eliminating outdated information.

2016. Zendesk expands beyond the help desk

Zendesk, a customer service app, has introduced a new product called Zendesk Explore, which offers comprehensive analytics for measuring and understanding the entire customer experience. With Zendesk Explore, you gain immediate access to valuable customer analytics, enabling a deeper understanding of both your customers and your business. This tool consolidates data from various sources, including Zendesk's range of tools and third-party systems such as Salesforce for customer data, Shopify for buying history, and Google Analytics for web analytics. By aggregating this information into a centralized location, Zendesk Explore provides a holistic view of the customer, surpassing the limitations of fragmented data trapped within application silos. This empowers users in any role to gain a more comprehensive understanding of their customers.

2016. Zendesk introduced Zendesk Message

The prominent customer support software, Zendesk, has introduced a new feature called "Message." This messaging product enables businesses to actively engage with customers on their preferred messaging platforms. Initially, Zendesk Message integrates with Facebook Messenger. With a user-friendly interface and a focus on messaging, Zendesk Message streamlines the process of handling customer interactions. Recognizing that messaging conversations often occur in brief bursts, we have designed the system to enable agents to swiftly transition from one conversation to another while maintaining the ease of assigning, taking ownership of, and resolving conversations. Additionally, agents will find it effortless to refer to significant events within lengthy conversation streams using features such as the timeline.

2015. Zendesk acquired Business Intelligence service BIME Analytics

Customer support giant Zendesk has completed the acquisition of BIME Analytics for a total of $45 million. BIME Analytics, a business intelligence startup, employs a software-as-a-service approach to transform data from diverse sources into valuable trends and insights. The startup offers a wide range of data connectors, including Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce, and more, enabling the aggregation of data from multiple sources. BIME Analytics supports a vast array of data points for business intelligence purposes, empowering users to generate interactive dashboards, advanced visualizations, and exploit the outcomes through SQL queries. Notably, the entire process is swift and distributed, eliminating the need for server management for these data manipulations.

2014. New Zendesk Voice raises the bar for phone support

Zendesk, a helpdesk service, has recently updated its phone support feature, Zendesk Voice. The new version, built on the Twilio platform, is now accessible in 39 countries. By utilizing Twilio's extensive network of data centers, calls are efficiently and clearly transmitted. With the built-in functionality, you can set up a call center within minutes, enabling agents to make and receive calls directly from their browser or forward calls to another line. The integration of customer information, contact history, and internal knowledge bases directly into the agent desktop streamlines the process of providing phone support, making it more convenient than ever before.

Author: Adam Levine
Adam is an expert in project management, collaboration and productivity technologies, team management, and motivation. With an extensive background working at prestigious companies such as Microsoft and Accenture, Adam's in-depth knowledge and experience in the field make him a sought-after professional. Currently, he has ventured into entrepreneurship, owning a thriving consulting and training agency where he imparts invaluable insights and practical strategies to individuals and organizations, empowering them to achieve their goals and maximize their potential. You can contact Adam via email