What users are saying about
5 Ratings
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Top Rated
352 Ratings
5 Ratings
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Score 7.5 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 Finesse

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.
Arturo Lopez | 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 Finesse
9.1
Genesys Cloud
8.3
Agent dashboard
Cisco Finesse
9.0
Genesys Cloud
8.4
Validate callers
Cisco Finesse
9.0
Genesys Cloud
7.7
Outbound response
Cisco Finesse
9.0
Genesys Cloud
8.0
Call forwarding
Cisco Finesse
9.0
Genesys Cloud
8.3
Click-to-call (CTC)
Cisco Finesse
8.0
Genesys Cloud
9.0
Warm transfer
Cisco Finesse
8.0
Genesys Cloud
8.8
Predictive dialing
Cisco Finesse
8.0
Genesys Cloud
6.9
Interactive voice response
Cisco Finesse
10.0
Genesys Cloud
8.6
REST APIs
Cisco Finesse
10.0
Genesys Cloud
8.5
Call scripts
Cisco Finesse
10.0
Genesys Cloud
8.5
Call tracking
Cisco Finesse
10.0
Genesys Cloud
8.8
Multichannel integration
Cisco Finesse
8.0
Genesys Cloud
8.3
CRM software integration
Cisco Finesse
10.0
Genesys Cloud
7.7

Workforce Optimization (WFO)

Cisco Finesse
9.3
Genesys Cloud
8.2
Inbound call routing
Cisco Finesse
10.0
Genesys Cloud
8.6
Omnichannel inbound routing
Cisco Finesse
8.0
Genesys Cloud
8.5
Recording
Cisco Finesse
10.0
Genesys Cloud
8.6
Quality management
Cisco Finesse
10.0
Genesys Cloud
8.2
Call analytics
Cisco Finesse
10.0
Genesys Cloud
8.5
Historical reporting
Cisco Finesse
8.0
Genesys Cloud
8.2
Live reporting
Cisco Finesse
9.0
Genesys Cloud
8.3
Customer surveys
Cisco Finesse
10.0
Genesys Cloud
6.8
Customer interaction analytics
Cisco Finesse
9.0
Genesys Cloud
7.6

Pros

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | 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 Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | 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 Finesse

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 Finesse

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 Finesse

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 Finesse

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 Finesse

Cisco Finesse 10.0
Based on 1 answer
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | 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 Finesse

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 Finesse

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 Finesse

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 Finesse

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents
Arturo Lopez | 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 Finesse

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 Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | 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 Finesse

General

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

Cisco Finesse 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 Finesse
9.0
Genesys Cloud
7.7

Likelihood to Renew

Cisco Finesse
Genesys Cloud
8.3

Usability

Cisco Finesse
Genesys Cloud
8.1

Reliability and Availability

Cisco Finesse
Genesys Cloud
8.7

Performance

Cisco Finesse
Genesys Cloud
7.7

Support Rating

Cisco Finesse
10.0
Genesys Cloud
6.5

In-Person Training

Cisco Finesse
Genesys Cloud
8.2

Online Training

Cisco Finesse
Genesys Cloud
7.3

Implementation Rating

Cisco Finesse
Genesys Cloud
7.9

Scalability

Cisco Finesse
Genesys Cloud
8.7

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