27 Ratings
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Top Rated
467 Ratings
27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Genesys Cloud CX

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Top Rated
467 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

  • Genesys Cloud CX ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
9.0

Genesys Cloud CX

90%
Genesys Cloud CX ranks higher in 11/13 features

Agent dashboard

8.4
84%
7 Ratings
9.2
92%
254 Ratings

Validate callers

8.8
88%
6 Ratings
8.5
85%
227 Ratings

Outbound response

7.9
79%
7 Ratings
8.8
88%
205 Ratings

Call forwarding

8.9
89%
6 Ratings
9.1
91%
225 Ratings

Click-to-call (CTC)

8.3
83%
4 Ratings
9.6
96%
179 Ratings

Warm transfer

8.6
86%
5 Ratings
9.1
91%
248 Ratings

Predictive dialing

8.0
80%
5 Ratings
9.1
91%
151 Ratings

Interactive voice response

8.3
83%
4 Ratings
9.5
95%
205 Ratings

REST APIs

8.5
85%
3 Ratings
9.0
90%
175 Ratings

Call scripts

8.0
80%
4 Ratings
9.2
92%
189 Ratings

Call tracking

8.5
85%
7 Ratings
8.6
86%
245 Ratings

Multichannel integration

8.7
87%
4 Ratings
8.4
84%
192 Ratings

CRM software integration

8.4
84%
4 Ratings
9.0
90%
187 Ratings

Workforce Optimization (WFO)

8.4

Cisco Finesse

84%
8.7

Genesys Cloud CX

87%
Genesys Cloud CX ranks higher in 6/9 features

Inbound call routing

8.1
81%
7 Ratings
9.2
92%
236 Ratings

Omnichannel inbound routing

7.5
75%
3 Ratings
8.7
87%
182 Ratings

Recording

8.1
81%
6 Ratings
9.5
95%
237 Ratings

Quality management

9.1
91%
5 Ratings
8.8
88%
222 Ratings

Call analytics

8.2
82%
6 Ratings
8.7
87%
226 Ratings

Historical reporting

8.7
87%
6 Ratings
8.1
81%
237 Ratings

Live reporting

8.5
85%
6 Ratings
8.7
87%
231 Ratings

Customer surveys

9.0
90%
5 Ratings
7.9
79%
133 Ratings

Customer interaction analytics

8.0
80%
4 Ratings
8.7
87%
169 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Support Rating
  • Genesys Cloud CX is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

Cisco Finesse

85%
7 Ratings
9.2

Genesys Cloud CX

92%
273 Ratings

Likelihood to Renew

Cisco Finesse

N/A
0 Ratings
8.2

Genesys Cloud CX

82%
28 Ratings

Usability

Cisco Finesse

N/A
0 Ratings
9.4

Genesys Cloud CX

94%
63 Ratings

Availability

Cisco Finesse

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
6 Ratings

Performance

Cisco Finesse

N/A
0 Ratings
7.2

Genesys Cloud CX

72%
6 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
8.5

Genesys Cloud CX

85%
124 Ratings

In-Person Training

Cisco Finesse

N/A
0 Ratings
9.1

Genesys Cloud CX

91%
2 Ratings

Online Training

Cisco Finesse

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
5 Ratings

Implementation Rating

Cisco Finesse

N/A
0 Ratings
8.0

Genesys Cloud CX

80%
23 Ratings

Configurability

Cisco Finesse

N/A
0 Ratings
7.8

Genesys Cloud CX

78%
8 Ratings

Contract Terms and Pricing Model

Cisco Finesse

N/A
0 Ratings
7.6

Genesys Cloud CX

76%
14 Ratings

Ease of integration

Cisco Finesse

N/A
0 Ratings
7.4

Genesys Cloud CX

74%
10 Ratings

Product Scalability

Cisco Finesse

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
5 Ratings

Professional Services

Cisco Finesse

N/A
0 Ratings
7.6

Genesys Cloud CX

76%
10 Ratings

Vendor post-sale

Cisco Finesse

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
12 Ratings

Vendor pre-sale

Cisco Finesse

N/A
0 Ratings
8.7

Genesys Cloud CX

87%
12 Ratings

Likelihood to Recommend

Cisco

I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
Read full review

Genesys

Genesys cloud is well suited for situations where agents need to work globally, for example. The edge locations from AWS make it a very flexible environment for users who are located remotely. For companies that require hardware-based PBX systems for whatever reason, then Genesys cloud will not fit the solution.
Read full review

Pros

Cisco

  • Keep detail record of the agent and supervisor activity.
  • Help to create agent and give them access to different teams and different skill groups.
  • Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
Read full review

Genesys

  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
Read full review

Cons

Cisco

  • While adding skill group to the agent a direct find and assign button should be there.
  • In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
  • User interface can be improvised.
Read full review

Genesys

  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
Read full review

Pricing Details

Cisco Finesse

Starting Price

Editions & Modules

Cisco Finesse editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    Likelihood to Renew

    Cisco

    No answers on this topic

    Genesys

    Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
    Read full review

    Usability

    Cisco

    No answers on this topic

    Genesys

    Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
    Read full review

    Reliability and Availability

    Cisco

    No answers on this topic

    Genesys

    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.
    Read full review

    Performance

    Cisco

    No answers on this topic

    Genesys

    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.
    Read full review

    Support Rating

    Cisco

    We have hardly had any problems, but the attention provided when we need support has been very fast and effective
    Read full review

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    In-Person Training

    Cisco

    No answers on this topic

    Genesys

    Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
    Read full review

    Online Training

    Cisco

    No answers on this topic

    Genesys

    I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
    Read full review

    Implementation Rating

    Cisco

    No answers on this topic

    Genesys

    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.
    Read full review

    Alternatives Considered

    Cisco

    We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
    Read full review

    Genesys

    The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding on more tools that still stick inside the Genesys window, which is a leg up on desktop-based applications.
    Read full review

    Contract Terms and Pricing Model

    Cisco

    No answers on this topic

    Genesys

    Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
    Read full review

    Scalability

    Cisco

    No answers on this topic

    Genesys

    We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
    Read full review

    Professional Services

    Cisco

    No answers on this topic

    Genesys

    Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
    Read full review

    Return on Investment

    Cisco

    • Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

    Screenshots

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