Genesys Cloud CX vs Zammad
Genesys Cloud CX
genesys.comZammad
zammad.comSide by side
| Figure | Genesys Cloud CX | Zammad |
|---|---|---|
| Price from | $75/mo | €9/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 6 |
| Spec score · Customer Service - Enterprise Software | 9.1 (#3) | 8.5 (#7) |
| Company facts | Genesys is privately held, headquartered in Menlo Park, California, and LinkedIn lists 5,001–10,000 employees. | LinkedIn lists Zammad GmbH as a privately held Berlin company founded in 2015 with 11–50 employees. |
| Founded | Gartner lists Genesys as founded in 1990. | 2016 |
| Headquarters | Menlo Park, California, United States | Berlin, Germany |
| Integrations | Genesys advertises more than 600 turnkey applications and integrations from over 300 partners through AppFoundry. | Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. |
| Rating on Apple App Store | 4.4 out of 5 from 373 ratings for Genesys Cloud Associate | 5.0 out of 5 from 1 rating |
| Rating on Capterra | 4.3 out of 5 from 269 reviews | 4.6 out of 5 from 7 reviews |
| Rating on G2 | 4.0 out of 5 from 1,580 reviews | 4.5 out of 5 from 10 reviews |
| Self-hosting | Genesys Cloud is presented as a hosted cloud subscription with web and desktop clients rather than a self-hosted deployment. | Self-hosted Zammad runs on the customer’s servers, with the customer responsible for updates, backups and availability. |
| What it does | Genesys Cloud CX is a cloud contact-center platform combining customer interactions, workforce tools, analytics and automation in one system. | Zammad is a web-based open-source helpdesk and ticketing platform for customer inquiries, internal service processes and cross-team communication. |
Plans
Genesys Cloud CX
- Genesys Cloud CX 1$75 a month
- Genesys Cloud CX 2$115 a month
- Genesys Cloud CX 3$155 a month
- Genesys Cloud CX 4$240 a month
Zammad
- Starter v2€9 a month
- Professional v2€18 a month
- Plus v2€27 a month
- Business€2,999 a year
- Enterprise€5,999 a year
- Corporation€9,999 a year
In their own words
Genesys Cloud CX
Genesys Cloud CX is a contact-center platform for voice and digital customer service. Its listed functions include inbound calling, outbound campaigns, IVR, skill-based routing, workforce management and team collaboration. Plan capabilities vary: the first tier focuses on voice, while higher plans add digital channels, omnichannel routing, quality assurance and compliance, knowledge, Agent Copilot, workforce management or predictive routing. The fourth plan includes 30 AI Experience tokens per named agent. The platform supports AI agents and guardrails governed across the service, and associate experience is available for workspace and mobile. It connects with Salesforce, ServiceNow, AppFoundry and open APIs, and runs on web, Windows, macOS, iOS and Android. Genesys describes its security, compliance and governance as enterprise-grade, but the supplied details do not specify encryption or particular certifications. Prices are based on an annual commitment, and usage-based pricing may apply. Genesys Cloud CX 1 costs $75 a month billed annually; the listed plans rise to 115.00, 155.00 and $240 a month billed annually. Support includes a ticket portal, knowledge network and phone representatives Monday–Friday, 8 a.m.–6 p.m. Pacific.
Zammad
Zammad is a support platform for customer service, IT support, and internal operations. Teams can handle requests from multiple channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation are available to cut down on repetitive support tasks, and the product includes a knowledge base. Its web app supports more than 40 languages. Hosted plans start at €7 a month (billed Annually): Starter v2 supports up to 5 agents, Professional v2 up to 35, and Plus v2 has no agent limit. Their listed channels and storage allowances vary by plan. A free plan and a 30-day trial are listed. Zammad also has a self-hosted version for customer servers, where the customer handles updates, backups, and availability. Listed platforms include API, Linux, self-hosted, and web. The product provides a REST API and lists integrations such as LDAP, Sipgate, Checkmk, and Nagios. Zammad 7.0 includes AI agents, ticket summaries, and a writing assistant; optional AI features cost €0.03 per AI call.