QContact vs Genesys Cloud

If you’re already using Zendesk or considering it, take a moment to see how QContact compares, the below comparison table gives you a side by side look at both features and price.

QContact vs Genesys Cloud

If you’re already using Zendesk or considering it, take a moment to see how QContact compares, the below comparison table gives you a side by side look at both features and price.

u003cuu003eZendesk Service stated feature list comparison with QContact.u003c/uu003e

Zendesk Service’s features list taken from u003ca href=u0022https://www.zendesk.com/pricing/u0022 style=u0022color: #514195;u0022u003eZendesk Pricingu003c/au003e as of 11th August 2023 and compared against QContact’s standard functionality. QContact does not have multiple price-plans – every feature is included in our standard user license. QContact has additional functionality not listed here – this is only a comparison of the stated functionality of Zendesk’s Service plans vs a QContact standard license.


Most popular Zendesk plan
Suite TeamSuite GrowthSuite ProfessionalSuite EnterpriseQContact
Monthly Subscription Term (per agent per month)$69$115$149$219R825
ZAR Equivalent as of 11 August 2023R1308R2179R2824R4150
Email
Email with unlimited addresses
Contact form
Ticket file attachment size50MB50MB50MB50MB250MB
Incoming email authentication: SPF, DKIM, DMARC
Automatic email archiving
Messaging and live chat
Web widget
Mobile SDKs: iOS SDK, Android SDK, and Unity SDK(1)
Widget customization
Pre-chat form
Unlimited concurrent chats
Shortcuts
Automatic translation
Send and receive files
Conversation rating
Transfers between agents & departments
Departments2 Departments2 DepartmentsUnlimitedUnlimitedUnlimited
Rich message types
Conversation history
Re-engagement
Whisper mode
Warm transfer
Send proactive messages
Skills-based routingLive Chat OnlyLive Chat OnlyAll Channels
Widget unbrandingLive Chat OnlyAll Channels
Social
Social Channels
Voice
Voicemail
Text messagesAdd-onAdd-onAdd-onAdd-on(2)
Embedded voice
Display a number using web widget
Partner Edition (Computer Telephony Integration) *
Answer in browser & forward to phone
Caller IDExternal number for outbound caller IDExternal number for outbound caller ID
Call routingGroup RoutingGroup RoutingGroup, overflow, and after-hours routingGroup, overflow, and after-hours routingGroup, overflow, after-hours and self-service
FailoverOn demand
Customized greetings
Queue size and wait timeExtendedExtended
Automatic ticket creation
Call recording
Mute, hold & warm transfer
Business hours
Conference calling
Call blocking
Interactive voice response (IVR, phone trees)
Priority numbers
Request a callback
Call wrap-up time limits
Call recording controls
Call monitoring & barging
Call quality notifications
Call offering time limit
Call usage 99.95% uptime SLA
Local and toll-free numbersAdd-onAdd-onAdd-onAdd-on(2)
Inbound and outbound minutesAdd-onAdd-onAdd-onAdd-on(2)
Help Center
Contextual self-service
Multilingual content1 default language40+ languages40+ languages40+ languages100+ languages
Article view permissionsBasicAdvancedAdvancedAdvancedAdvanced
Structured contentUp to 2 levels deepUp to 2 levels deepUp to 2 levels deepUp to 6 levels deepUp to 3 levels deep
Theme customizationBasicIntermediateIntermediateAdvancedBasic
Multiple help centers1Up to 5Up to 5Up to 300Unlimited
SearchHelp CenterHelp CenterHelp center + community forumsFederated search for multiple help centers + community forumsHelp Center
Customer portal
Knowledge management
Rich text WYSIWYG editor
SEO ready
Bulk actionsBasicIntermediateIntermediateAdvancedAdvanced
Flag & create knowledge
Content & revision history
Article lists & labels
Approval and publishing workflows
Scheduled publishing and verification
Content blocks
Bots
Standard bots
Bot builder
Advanced AI: Advanced botsAdd-onAdd-onAdd-on (3)
Community forums
User profiles and aliases
Integrated search
Similar posts
Escalate posts to tickets
Community moderators and moderator groups
Content moderation queue
AI-powered spam protection
User badges
Agent workspace with customer context
Unified agent workspace
Translated interface
Essentials card
Interaction history
Group contacts by organizationSingleMultipleMultipleMultipleMultiple
Custom user and organization fields
Custom & group views
Dynamic content
Customer satisfaction ratings (CSAT) & follow-up survey
Custom agent statusesUp to 5Up to 100Unlimited
Contextual workspaces
Collaboration tools
Light agentsUp to 50Up to 100Up to 1000Unlimited (4)
Side conversations
Marketplace
Prebuilt apps & integrations
Workflows
Triggers
Ticket sharing between multiple Zendesk accountsAutomated(5)
Conversation RoutingBased on agent status and capacityBased on agent status and capacityBased on agent status, capacity, skill, and ticket priorityBased on agent status, capacity, skill, and ticket priorityBased on agent status, capacity, skill, ticket priority and any custom routing
Multiple ticket forms
Conditional ticket fields
Service level agreements (SLA)
Skills-based routing
Guided mode
Automations & intellegence
Pre-defined responses (macros)
Custom business rules (triggers & automations)
Article recommendations
Business rules analysis
AI-powered Content Cues
Advanced AI: Intelligent triageAdd-onAdd-on(3)
Advanced AI: Intelligent insights and suggestionsAdd-onAdd-on(3)
Advanced AI: Macro suggestions for adminsAdd-onAdd-on
Workforce & change management
Unified staff management
Business hoursSingleSingleMultipleMultiple
Custom agent roles
Audit logs
Standard Sandbox
Premium SandboxPartial
Additional Premium SandboxesAdd-on(12)
Reporting & analytics
Prebuilt analytics dashboards
Data exports
Zendesk Benchmark
Voice usage reportingn/a
Google Analytics for help center
Custom data exploration
Scheduled dashboard deliveryZendesk users onlyZendesk users and end-usersUsers, cloud storage or SFTP
Dashboard sharingZendesk users onlyZendesk users and end-usersQContact Users
Live agent activity dashboardDefault ViewCustomizable views plus live agent status drillinCustomizable views plus live agent status drillin
Pre-built live dashboard
Customizable live dashboards
Visual data alerts
Refresh rate24 Hours24 Hours1 Hour1 HourReal-time
Data
Data storage50 MB/agent100 MB/agent100 MB/agent200 MB/agent500 MB/Agent (6)
File storage2 GB/agent5 GB/agent5 GB/agent10 GB/agent70 GB/Agent (6)
Custom objectsUp to 100K recordsUp to 100K recordsUp to 250K recordsUp to 1M recordsUp to 100M records (6)
Zendesk eventsIn BetaIn BetaIn BetaIn Beta(7)
External eventsUp to 150K/monthUp to 150K/monthUp to 350K/monthUp to 750K/monthUnlimited (8)
Event retention period90 days90 days1 Year1 YearUnlimited (8)
External profiles
Devices data log
AWS Events Connector(13)
Additional data storageAdd-onAdd-onAdd-onAdd-on
Custom apps and integrations
Private custom apps & integrations
Developer tools
API access
Sunshine Conversations 3rd party chatbotsAdd-onAdd-onAdd-onAdd-on(11)
Additional API volumeAdd-onAdd-onAdd-on
Security and compliance
User authentication options: Native, SSO, and 2FA
Secure access options: IP restrictions, password complexity, session length
Agent device management
Data encryption at rest and in motion
Host mapping
Disaster recovery
Credit card redaction(9)
Data center location
HIPAA complianceHIPAA ComplianceHIPAA Compliance(10)
Sunshine conversations
Sunshine Conversations 3rd party chatbotsAdd-onAdd-on(11)
Access to conversation tools and APIs(11)
Basic Platform Support(11)
Sunshine Conversations Premier PlansAdd-onAdd-on(11)
Monthly Active Users per month1,000 included ($50/pack of additional 2,500 MAUs)1,000 included ($50/pack of additional 2,500 MAUs)(11)
Notifications per month1,000 included ($50/pack of additional 25,000 MAUs)1,000 included ($50/pack of additional 25,000 MAUs)(11)
Channels(11)
Orchestration APIs (Switchboard)(11)
Unbranded SDK(11)
SDK Source Code AccessAdd-onAdd-on(11)
Support & services from the Zendesk team
Digital support
Access to Zendesk Help Center and Community
Digital onboarding and adoption resources
Getting started on-demand training
Guided learning paths
Premier plans – 24/7 Proactive support & engagement*Add-onAdd-onAdd-onAdd-onAdd-on
Professional ServicesAdd-onAdd-onAdd-onAdd-onAdd-on
Custom training and certificationsAdd-onAdd-onAdd-onAdd-onAdd-on
Hands-on help with Zendesk Assist*Add-onAdd-onAdd-onAdd-onAdd-on

(1) QContact provides an API but not an SDK

(2) Telephony usage charges apply

(3) Communication AI (CAI / ChatGPT) has usage charges

(4) No charge for supervisors who don't make or receive interactions

(5) Unlimited zendesk connectors

(6) Currently not-enforced

(7) QContact supports custom and built-in events in the timeline

(8) Unlimited - measured by data usage not event count

(9) PCI Compliant call-recording tools provided

(10) Only available for customers hosted in the USA

(11) Some sunshine conversations functionality is possible natively in Qcontact

(12) Additional sandboxes provided on request within reason

(13) Webhooks are provided to connect to any cloud or on-premise solution

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Why not speak to us today to learn how your business can benefit from QContact, and be up and running within days

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Ready to get started?

Why not speak to us today to learn how your business can benefit from QContact, and be up and running within days