What users are saying about
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Top Rated
352 Ratings
5 Ratings
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Score 7.3 out of 100

Genesys Cloud

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Top Rated
352 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Cisco Headset 500 Series

This wireless headset (562) allows me freedom from what was a more sedentary lifestyle with the wired headset. I have the freedom to get up, walk around and speak clearly and effectively without being strapped to my desk. Even with a standing desk, it is still nice to walk around my office as I am speaking sometimes. And the headset has a good range. It could always be longer but this one is really good. I can walk from my office to the break room without losing sound quality or clarity. Coffee refills are no problem with this headset. And people can clearly hear what I am saying which is nice. I hear others on conference calls who are barely understandable.
Anonymous | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Headset 500 Series
Genesys Cloud
8.3
Agent dashboard
Cisco Headset 500 Series
Genesys Cloud
8.4
Validate callers
Cisco Headset 500 Series
Genesys Cloud
7.7
Outbound response
Cisco Headset 500 Series
Genesys Cloud
8.0
Call forwarding
Cisco Headset 500 Series
Genesys Cloud
8.3
Click-to-call (CTC)
Cisco Headset 500 Series
Genesys Cloud
9.0
Warm transfer
Cisco Headset 500 Series
Genesys Cloud
8.8
Predictive dialing
Cisco Headset 500 Series
Genesys Cloud
6.9
Interactive voice response
Cisco Headset 500 Series
Genesys Cloud
8.6
REST APIs
Cisco Headset 500 Series
Genesys Cloud
8.5
Call scripts
Cisco Headset 500 Series
Genesys Cloud
8.5
Call tracking
Cisco Headset 500 Series
Genesys Cloud
8.8
Multichannel integration
Cisco Headset 500 Series
Genesys Cloud
8.3
CRM software integration
Cisco Headset 500 Series
Genesys Cloud
7.7

Workforce Optimization (WFO)

Cisco Headset 500 Series
Genesys Cloud
8.2
Inbound call routing
Cisco Headset 500 Series
Genesys Cloud
8.6
Omnichannel inbound routing
Cisco Headset 500 Series
Genesys Cloud
8.5
Recording
Cisco Headset 500 Series
Genesys Cloud
8.6
Quality management
Cisco Headset 500 Series
Genesys Cloud
8.2
Call analytics
Cisco Headset 500 Series
Genesys Cloud
8.5
Historical reporting
Cisco Headset 500 Series
Genesys Cloud
8.2
Live reporting
Cisco Headset 500 Series
Genesys Cloud
8.3
Customer surveys
Cisco Headset 500 Series
Genesys Cloud
6.8
Customer interaction analytics
Cisco Headset 500 Series
Genesys Cloud
7.6

Pros

Cisco Headset 500 Series

  • Comfort
  • Audio quality
  • Long-distance range of signal
Adam Eberhardt | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Cisco Headset 500 Series

  • Not very comfortable
  • Too expensive
Joshua Baever | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.3
Based on 15 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Cisco Headset 500 Series

Cisco Headset 500 Series 6.0
Based on 2 answers
I have not had to engage with support, but based on past interactions, I imagine they would do well.
Adam Eberhardt | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Cisco Headset 500 Series

The team evaluated several other headsets using a scorecard approach. All did well but we felt like the Cisco had the best overall sound quality and battery life. The others were close competitors, but the mobile app also helped push the Cisco product over the top. Also, the company has a good relationship with Cisco so that helps with our pricing.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Cisco Headset 500 Series

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Cisco Headset 500 Series

  • Overall it was too expensive to support. So the ROI just was not there.
  • It did do its job, it maintained the calls with great voice and speakers.
Joshua Baever | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Headset 500 Series

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Headset 500 Series Editions & Modules

Additional Pricing Details

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Headset 500 Series
6.7
Genesys Cloud
7.7

Likelihood to Renew

Cisco Headset 500 Series
Genesys Cloud
8.3

Usability

Cisco Headset 500 Series
Genesys Cloud
8.1

Reliability and Availability

Cisco Headset 500 Series
Genesys Cloud
8.7

Performance

Cisco Headset 500 Series
Genesys Cloud
7.7

Support Rating

Cisco Headset 500 Series
6.0
Genesys Cloud
6.5

In-Person Training

Cisco Headset 500 Series
Genesys Cloud
8.2

Online Training

Cisco Headset 500 Series
Genesys Cloud
7.3

Implementation Rating

Cisco Headset 500 Series
Genesys Cloud
7.9

Scalability

Cisco Headset 500 Series
Genesys Cloud
8.7

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