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Compare Zoho Assist vs Genesys

What is better Zoho Assist or Genesys? You have so many Customer Support Software solutions in today’s state of that industry that deciding on the best product may be confusing. On our comparison page, we let you compare the tool, stipulations, available plans, and more details of Zoho Assist and Genesys.

You can also assess their score (8.5 for Zoho Assist vs. 7.5 for Genesys) and user satisfaction level (98% for Zoho Assist vs. N/A% for Genesys). The scores and ratings present you with a solid idea how these two software products perform. Additionally, make sure if the solution can integrate with your current business apps to promote greater productivity.

Currently, the most popular services in our Customer Support Software category are: Salesforce Service Cloud, Zendesk, Freshdesk.

NOAWARDS
YET

SmartScore™

OUR SCORE 8.5

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Free

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Unattended access
  • Web-based technical console
  • Two-way screen sharing
  • File-transfer
  • Multi-monitor navigation
  • Reboot and Reconnect
  • Send Ctrl+Alt+Del
  • UAC compatibility
  • Clipboard sharing
  • Instant chat
  • Mac support
  • Support and operating system
  • SSL and 128-bit AES encryption
  • Customer widgets
  • Reports

Pricing Info

Zoho Assist has three plans in their offer.

Lifetime free plan

  • 1 Remote Support Technician
  • 5 Unattended Computers
  • Instant Chat
  • Desktop App
  • UAC Compatible
  • Clipboard Sharing
  • Mac Support
  • User Management
  • Zoho Desk Integration
  • Zoho SalesIQ Integration
  • Organization Roles
  • 1 Concurrent Session

Remote Support

Standard – $10/technician/month (billed monthly) or $8/technician/month (billed annually) plus tax, as applicable

  • Inclusive of all Free Features
  • File Transfer
  • Multi Monitor Navigation
  • Send Ctrl+Alt+Del
  • Reboot and Reconnect
  • Session Transfer
  • Import Google Contacts
  • Custom Report
  • Screen Capture
  • ZenDesk Integration
  • 2 Concurrent Sessions

Professional – $15/technician/month (billed monthly) or $13/technician/month (billed annually) plus tax, as applicable

  • Inclusive of All Standard Features
  • Mobile Apps (iOS, Android)
  • Schedule Sessions
  • Two-way Screen Sharing
  • Session Notes
  • Custom Email Templates
  • Rebranding
  • Advanced Reports
  • Customer Widget
  • 4 Concurrent Sessions

Unattended Access

Standard – $10 for 25 computers (billed monthly) or $8 for 25 computers/month (billed annually) plus tax, as applicable

  • Computer Grouping
  • Group permissions
  • Deployment
  • Wake on LAN
  • Session Notes
  • File Transfer
  • Rebranding
  • Remote Power Options
  • Session Confirmation
  • Mobile Apps (iOS, Android)
  • Unlimited Technicians
  • Advanced Reports

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Integrations

Zoho Assist was designed to serve as remote support for multiple desktop and mobile apps, which is why it integrates with all Zoho products and around 5% of all popular B2B apps and platforms:

  • Salesforce
  • Bitium
  • BigCommerce
  • WordPress
  • Facebook
  • Twitter
  • Freshdesk
  • Google Analytics
  • Highrise CRM
  • Microsoft Dynamics CRM
  • JIRA
  • Drupal
  • Desk.com
  • Zapier
  • MailChimp
  • Zendesk
  • Shopify
  • Magento
  • Sugar CRM
  • Crashlytics

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Zoho Assist is an advanced, easy, and free remote training and troubleshooting platform with dual screens and two-way file sharing that doesn’t need installation. Key features include clipboard sharing, unattended access, instant chat, and even a reboot and reconnect capability. Zoho Assist also has Mac support.

Company Email

sales@zohocorp.com

Contact No.

Company's Address

NOAWARDS
YET

SmartScore™

OUR SCORE 7.5

User Satisfaction

CUSTOMER EXPERIENCE N/A

Pricing

by quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

Genesys Premier Edition

  • Scales up to 250 seats
  • Cloud-based deployment
  • Proven, global cloud Contact Center platform
  • Superior availability and reliability
  • Bundled telecommunications services
  • Intuitive and visual solution configuration
  • Out-of-box CRM integration (Salesforce.com, Zendesk)

Genesys Business Edition

  • Scale up to 1,000 seats
  • Market-leading all-in-one Genesys Platform consolidates the multi-vendor Contact Center stack
  • Meet your customers’ expectations for a consistent experience over the channel of their choice
  • Pre-configured routing and analytics options for rapid deployment and lower cost of ownership
  • Best-in-class routing using full context delivers optimal customer experience with the lowest cost
  • Ease of deployment through cloud, on-premises, or hybrid cloud helps you get up and running faster
  • Pre-integrated hardware appliances for on-premises deployments
  • Rapid deployment
  • Eliminates server hardware procurement cycle
  • No software installation
  • VoIP Gateways, SBCs, and handsets available
  • Inbound and outbound multi-channel support, including email, chat, mobile and advanced self-service channels
  • Real-time performance and operational monitoring and analysis
  • Workforce Optimization including Workforce Management
  • Local telephony connection delivery model
  • Support for growth while protecting your legacy investments

Genesys Enterprise Edition

  • Scale up to unlimited seats
  • Full customer experience capabilities for a sophisticated, cross-channel enterprise contact center , supporting unlimited agent deployments and global reach
  • Cross-channel data services provide context to achieve optimal customer experiences
  • Integrated self-service, analytics, workforce and back-office optimization for peak performance
  • Built-in support for remote and branch workers to span locations and geographies
  • Flexible deployment for on-premises, cloud or hybrid cloud configurations
  • Advanced capability customization to meet your unique requirements
  • Advanced third-party integration to protect legacy investments and support connections to CRM, ERP and BPM systems
  • Unlimited scalability across geographies to meet the needs of a large and dispersed enterprise call center

Pricing Info

Pricing available by quote only. Contact Genesys directly for more pricing details.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

JPMorgan Chase, Citibank, PayPal, Marketo, USPS, UnitedHealth Grouo

Integrations

Genesys supports integrations with the following business systems and applications:

  • Salesforce.com
  • Zendesk
  • Oracle
  • SAP
  • Microsoft
  • IBM
  • Aspect
  • Asterisk
  • Avaya/Nortel
  • Cisco
  • Intecom
  • NEC
  • Skype
  • Mitel/Aastra
  • Siemens
  • Unify
  • KnoahSoft

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A comprehensive system of engagement where random journeys are redesigned, orchestrated, monitored and tuned to provide efficient engagements for your company.

Company Email

Company's Address

2001 Junipero Serra Blvd.
Daly City, CA 94014

Zendesk

Partner

This product is our partner, which means they paid for being featured as one of the suggestions. Our team takes great care to ensure all sugested products are reliable, top-quality solutions.

SmartScore™

OUR SCORE 9.8

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Integrations

Zendesk integrates with the several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

Almost as important as useful features and user support responsiveness are pricing options made available by Zoho Assist and Genesys. Even though price should not be a deciding aspect it’s without a doubt a key thing to think about. You should expect a flexible pricing plan that can be matched with your business size and painlessly scaled up every time your team develops. Make sure you don’t pick pricing plans that include extra functionalities that you won’t find useful and always try to contact with the vendor directly because big companies can usually count on more affordable prices. You should also give a chance to a free trial or demo of every service to spend at least some time using it. It’s a helpful experience that doesn’t ask you to spend any money and provides you with a practical overview of what it feels like to work with Zoho Assist and Genesys.

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