Freshworks vs Genesys
Which one do AI engines recommend, and how do they differ on price, fit and features?
The short answer
Freshworks is the stronger AI pick in Live Chat & AI Support: it has a visibility score of 22.1 versus 1 for Genesys, and ranks ahead in 50% of the answers that name both.
Choose Freshworks if…
- You want the brand AI engines rank higher (22.1 vs 1)
- You need SOC 2 Type II or ISO 27001 or ISO 27701 coverage
- Affordable pricing and good value
- Free tier or free trial available
Choose Genesys if…
- AI answers describe it more positively (47% vs 26% positive)
- You need a self-hosted or on-premises option
- You need ISO 27001:2022 or ISO 27017 or ISO 27018 or ISO 42001:2023 or SOC 1 Type 2 or SOC 2 Type 2 or HIPAA or HITRUST or FedRAMP Class C (Moderate) for Genesys Cloud CX coverage
- Highly scalable enterprise platform
AI visibility side by side
Latest weekly run · Nov 3
| Metric | Freshworks | Genesys |
|---|---|---|
| Visibility score | 22.1% | 1% |
| Change vs last week | down−0.3% | down−0.6% |
| Rank in Live Chat & AI Support | #8 | #30 |
| Share of voice | 7.1% | 0.4% |
| Mentions this run | 34 | 2 |
| Positive in AI answers | 26% | 47% |
The stronger value in each row is marked with a ✓.
Visibility score trend
Weekly runs over the last 60 days
Freshworks −0.29999999999999716pp · Genesys −0.6000000000000001pp over 1 weekly runs.
Engine by engine
Freshworks leads on 3 of 3 engines
Head to head in AI answers
2 engine answers name both brands
| Prompt | Engine | Freshworks | Genesys |
|---|---|---|---|
| Best live chat tool for enterprise | ChatGPT | #5 | #4 |
| Compare the leading Live Chat & AI Support platforms | Perplexity | #3 | #13 |
Features, pricing & fit
| Dimension | Freshworks | Genesys |
|---|---|---|
| Deployment | Cloud | Cloud platform (Genesys Cloud CX) running multicloud, with the legacy Genesys Engage on-premises platform still supported. |
| Compliance | SOC 2 Type II, ISO 27001, ISO 27701, PCI DSS | PCI DSS, ISO 27001:2022, ISO 27017, ISO 27018, ISO 42001:2023, SOC 1 Type 2, SOC 2 Type 2, HIPAA, HITRUST, FedRAMP Class C (Moderate) for Genesys Cloud CX |
| Founded | 2010 | 1990 |
| Headquarters | San Mateo, California, United States | Menlo Park, California |
| Employees | 5,000+ | 5,000+ |
| Funding | IPO | Strategic investment led by Salesforce and ServiceNow · $2100M raised |
Pros and cons
Themes from the AI answers that mention each brand
Freshworks
- Affordable pricing and good value
- Free tier or free trial available
- Intuitive, easy-to-use interface
- Fast deployment and quick time-to-value
- Strong AI and automation features
- Per-minute charges for advanced calling features
Genesys
- Highly scalable enterprise platform
- Enterprise-grade maturity and market leadership
- Robust workforce engagement management and analytics
- Strong omnichannel routing and AI capabilities
- Free trial with no credit card required
- Expensive for smaller teams and hidden pricing
- Lacks free tier and requires annual commitments
- Limited advanced reporting and workforce management tools
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
Cite as: SlateIndex, “Freshworks vs Genesys”, https://slateindex.ai/compare/freshworks-vs-genesys, data of Nov 3, 2026. Licence: CC BY 4.0.