27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 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 Multicloud CX (discontinued)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

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

Contact Center Software

8.4

Cisco Finesse

84%
8.7

Genesys Multicloud CX (discontinued)

87%
Genesys Multicloud CX (discontinued) ranks higher in 9/13 features

Agent dashboard

8.4
84%
7 Ratings
8.9
89%
109 Ratings

Validate callers

8.8
88%
6 Ratings
9.2
92%
96 Ratings

Outbound response

7.9
79%
7 Ratings
9.4
94%
99 Ratings

Call forwarding

8.9
89%
6 Ratings
9.8
98%
89 Ratings

Click-to-call (CTC)

8.3
83%
4 Ratings
9.8
98%
83 Ratings

Warm transfer

8.6
86%
5 Ratings
9.2
92%
105 Ratings

Predictive dialing

8.0
80%
5 Ratings
9.2
92%
82 Ratings

Interactive voice response

8.3
83%
4 Ratings
7.9
79%
106 Ratings

REST APIs

8.5
85%
3 Ratings
8.6
86%
99 Ratings

Call scripts

8.0
80%
4 Ratings
7.5
75%
75 Ratings

Call tracking

8.5
85%
7 Ratings
8.7
87%
103 Ratings

Multichannel integration

8.7
87%
4 Ratings
7.5
75%
105 Ratings

CRM software integration

8.4
84%
4 Ratings
7.1
71%
99 Ratings

Workforce Optimization (WFO)

8.4

Cisco Finesse

84%
8.7

Genesys Multicloud CX (discontinued)

87%
Genesys Multicloud CX (discontinued) ranks higher in 7/9 features

Inbound call routing

8.1
81%
7 Ratings
8.9
89%
101 Ratings

Omnichannel inbound routing

7.5
75%
3 Ratings
9.0
90%
92 Ratings

Recording

8.1
81%
6 Ratings
8.9
89%
81 Ratings

Quality management

9.1
91%
5 Ratings
9.8
98%
80 Ratings

Call analytics

8.2
82%
6 Ratings
9.2
92%
88 Ratings

Historical reporting

8.7
87%
6 Ratings
8.9
89%
103 Ratings

Live reporting

8.5
85%
6 Ratings
8.0
80%
100 Ratings

Customer surveys

9.0
90%
5 Ratings
6.9
69%
65 Ratings

Customer interaction analytics

8.0
80%
4 Ratings
8.9
89%
73 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Support Rating
  • Genesys Multicloud CX (discontinued) is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

Cisco Finesse

85%
7 Ratings
9.3

Genesys Multicloud CX (discontinued)

93%
147 Ratings

Likelihood to Renew

Cisco Finesse

N/A
0 Ratings
8.0

Genesys Multicloud CX (discontinued)

80%
26 Ratings

Usability

Cisco Finesse

N/A
0 Ratings
7.1

Genesys Multicloud CX (discontinued)

71%
18 Ratings

Availability

Cisco Finesse

N/A
0 Ratings
8.0

Genesys Multicloud CX (discontinued)

80%
8 Ratings

Performance

Cisco Finesse

N/A
0 Ratings
7.1

Genesys Multicloud CX (discontinued)

71%
8 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
8.9

Genesys Multicloud CX (discontinued)

89%
33 Ratings

In-Person Training

Cisco Finesse

N/A
0 Ratings
8.1

Genesys Multicloud CX (discontinued)

81%
3 Ratings

Online Training

Cisco Finesse

N/A
0 Ratings
7.3

Genesys Multicloud CX (discontinued)

73%
2 Ratings

Implementation Rating

Cisco Finesse

N/A
0 Ratings
5.0

Genesys Multicloud CX (discontinued)

50%
27 Ratings

Configurability

Cisco Finesse

N/A
0 Ratings
6.5

Genesys Multicloud CX (discontinued)

65%
6 Ratings

Ease of integration

Cisco Finesse

N/A
0 Ratings
4.5

Genesys Multicloud CX (discontinued)

45%
5 Ratings

Product Scalability

Cisco Finesse

N/A
0 Ratings
7.3

Genesys Multicloud CX (discontinued)

73%
4 Ratings

Vendor post-sale

Cisco Finesse

N/A
0 Ratings
7.3

Genesys Multicloud CX (discontinued)

73%
4 Ratings

Vendor pre-sale

Cisco Finesse

N/A
0 Ratings
7.3

Genesys Multicloud CX (discontinued)

73%
4 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

Discontinued Products

Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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

Discontinued Products

  • 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.
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

Discontinued Products

  • 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.
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 Multicloud CX (discontinued)

    Starting Price

    Editions & Modules

    Genesys Multicloud CX (discontinued) 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

      Visit Website

      Likelihood to Renew

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Usability

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Performance

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      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

      Discontinued Products

      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.
      Read full review

      In-Person Training

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Online Training

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      Discontinued Products

      It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
      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

      Discontinued Products

      For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
      Read full review

      Scalability

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      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

      Discontinued Products

      • 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.
      Read full review

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