Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.
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Genesys Cloud CX
Score 8.5 out of 10
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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
After our experiences with Cisco Unified Contact Center, we decided that a cloud solution would provide 24/7 uptime--and, it did. We actually picked Genesys Cloud over Cisco Unified Contact Center and have not had any regrets. Not only do we not have to deal with the telephone …
The base in the infrastructure for any architecture within the company has been Cisco and with CCX which is one of the most complete for the needs in the market we are covering.
I am typically post RFP and selection process, but clients that have selected UCCE over the competitors are the clients that are not quite ready to embrace cloud or SAAS solutions, or they have selected Cisco due to reputation and long-term stability suitability.
Specialist/Engineer Service Operations Sita Global Services - Global Operations
Chose Genesys Cloud CX
An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. Genesys Cloud supports REST API. This makes integration with other systems be much easier.
1. An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. It's a bit hard to focus on implementing business logic. 2. Genesys cloud supports REST API. This makes integration with other systems be much …
Ease of deployment and the time for the users to adjust and become self-sufficient is dramatically in favor of Genesys Cloud. Training and online self-help resources are well thought-out and developed for getting a new user familiar with the product, but old or irrelevant data …
I believe that Cisco Enterprise has been the best in my experience. Genesys Cloud is a solution for company's that cannot go to Cisco Enterprise. When compared to NICE inContact CXone, this product has some good features and some bad. Genesys has the on-demand failover …
I am a 25+ year veteran of deploying and supporting the Cisco UCCE product set. The level of ease in deploying Genesys Cloud versus all the UCCE software plus the third party product sets or add-ons to have a comparable offering is unmatched. With less than a year experience …
As I've said in other places in this review, we didn't go with Genesys Cloud. This doesn't mean that I would discourage others from doing so assuming that the other factors that have been spelled out in this review line up for your business. If you're looking for something …
I'm sure Cisco's capabilities are greater than what our company was willing to purchase from them. The support was poor and the system required constant maintenance. We were also continuously troubleshooting phones on the desks.