Cisco Finesse vs Genesys Multicloud CX (formerly Genesys Engage) | TrustRadius

What users are saying about

Score 7.6 out of 10

Based on 5 reviews and ratings

Score 8.3 out of 10

Based on 308 reviews and ratings

Feature Rating Comparison

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Multifunctional.
Intuitive tool.

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
The level of details for report customization is another strong point.

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Suresh Kumar K S

Genesys Solutions Architect

HCL TechnologiesMedical Devices, 10,001+ employees

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Cons

A bit buggy at times, will set reps to unavailable unknowingly.

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Verified User

Team Lead in Customer Service

Consumer Services Company, 1001-5000 employees

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Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.

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Steve Bagdanovich

Contact Center Systems Engineer - Genesys

Purdue University GlobalHigher Education, 5001-10,000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.2

Based on 23 answers

Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.

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Verified User

Team Lead in Customer Service

Computer Software Company, 1001-5000 employees

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Usability

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.7

Based on 15 answers

Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.

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Sr. Genesys Specialist

NordeaBanking, 10,001+ employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 8.0

Based on 8 answers

There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.

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Verified User

Consultant in Customer Service

Financial Services Company, 10,001+ employees

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Performance

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.1

Based on 8 answers

Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.

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Senior Business Analyst/Programmer Telecommunications

CIBER, Inc. - Nashville Electric ServiceUtilities, 1001-5000 employees

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Support Rating

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

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Genesys Multicloud CX (formerly Genesys Engage) 9.0

Based on 30 answers

There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.

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Sr. Technology Architect

TELUSTelecommunications, 10,001+ employees

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In-Person Training

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 8.1

Based on 3 answers

Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.

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Verified User

Program Manager in Sales

Utilities Company, 10,001+ employees

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Online Training

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.3

Based on 2 answers

Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.

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Verified User

Program Manager in Sales

Utilities Company, 10,001+ employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.9

Based on 25 answers

Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.

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Sr. Genesys Specialist

NordeaBanking, 10,001+ employees

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Alternatives Considered

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

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm

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Sr. Voice Engineer

Willis Towers Watson's OneExchangeFinancial Services, 10,001+ employees

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Scalability

No score

No answers yet

No answers on this topic

Genesys Multicloud CX (formerly Genesys Engage) 7.3

Based on 4 answers

The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.

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Senior Account Executive

Saidel Associates LLCTelecommunications, 51-200 employees

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Return on Investment

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.

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Verified User

Team Lead in Customer Service

Consumer Services Company, 1001-5000 employees

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Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.

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IT Service Desk Manager

BlueCross BlueShield of TennesseeInsurance, 5001-10,000 employees

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Screenshots

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See All (3) Genesys Multicloud CX (formerly Genesys Engage) Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

Cisco Finesse

Genesys Multicloud CX (formerly Genesys Engage)

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