Cisco Jabber vs Genesys PureConnect

What users are saying about

Try Webex for Free

Score 8.1 out of 10

Based on 425 reviews and ratings

Try Webex for Free

Score 8.5 out of 10

Based on 211 reviews and ratings

Feature Set Ratings

Project Management

6.5

Cisco Jabber

65%

Genesys PureConnect

Feature Set Not Supported

N/A

Cisco Jabber ranks higher in 7/7 features

Task Management

7.2

72%

68 Ratings

N/A

0 Ratings

Gantt Charts

5.7

57%

10 Ratings

N/A

0 Ratings

Scheduling

7.0

70%

76 Ratings

N/A

0 Ratings

Workflow Automation

6.0

60%

17 Ratings

N/A

0 Ratings

Mobile Access

8.1

81%

118 Ratings

N/A

0 Ratings

Search

7.2

72%

108 Ratings

N/A

0 Ratings

Visual planning tools

4.1

41%

17 Ratings

N/A

0 Ratings

Communication

6.0

Cisco Jabber

60%

Genesys PureConnect

Feature Set Not Supported

N/A

Cisco Jabber ranks higher in 8/8 features

Chat

8.5

85%

146 Ratings

N/A

0 Ratings

Notifications

8.2

82%

146 Ratings

N/A

0 Ratings

Discussions

7.5

75%

124 Ratings

N/A

0 Ratings

Surveys

5.0

50%

15 Ratings

N/A

0 Ratings

Internal knowledgebase

5.3

53%

20 Ratings

N/A

0 Ratings

Integrates with GoToMeeting

4.0

40%

12 Ratings

N/A

0 Ratings

Integrates with Gmail and Google Hangouts

2.0

20%

12 Ratings

N/A

0 Ratings

Integrates with Outlook

7.8

78%

58 Ratings

N/A

0 Ratings

File Sharing & Management

6.6

Cisco Jabber

66%

Genesys PureConnect

Feature Set Not Supported

N/A

Cisco Jabber ranks higher in 8/8 features

Versioning

7.3

73%

67 Ratings

N/A

0 Ratings

Video files

6.7

67%

99 Ratings

N/A

0 Ratings

Audio files

7.5

75%

104 Ratings

N/A

0 Ratings

Document collaboration

7.2

72%

85 Ratings

N/A

0 Ratings

Access control

6.9

69%

31 Ratings

N/A

0 Ratings

Advanced security features

6.8

68%

33 Ratings

N/A

0 Ratings

Integrates with Google Drive

5.0

50%

10 Ratings

N/A

0 Ratings

Device sync

5.7

57%

22 Ratings

N/A

0 Ratings

Contact Center Software

Cisco Jabber

Feature Set Not Supported

N/A

7.4

Genesys PureConnect

74%

Genesys PureConnect ranks higher in 13/13 features

Agent dashboard

N/A

0 Ratings

6.5

65%

52 Ratings

Validate callers

N/A

0 Ratings

7.5

75%

46 Ratings

Outbound response

N/A

0 Ratings

7.0

70%

39 Ratings

Call forwarding

N/A

0 Ratings

7.9

79%

53 Ratings

Click-to-call (CTC)

N/A

0 Ratings

6.3

63%

42 Ratings

Warm transfer

N/A

0 Ratings

8.4

84%

54 Ratings

Predictive dialing

N/A

0 Ratings

7.1

71%

35 Ratings

Interactive voice response

N/A

0 Ratings

7.3

73%

42 Ratings

REST APIs

N/A

0 Ratings

8.1

81%

35 Ratings

Call scripts

N/A

0 Ratings

7.3

73%

37 Ratings

Call tracking

N/A

0 Ratings

7.8

78%

52 Ratings

Multichannel integration

N/A

0 Ratings

7.3

73%

42 Ratings

CRM software integration

N/A

0 Ratings

7.5

75%

36 Ratings

Workforce Optimization (WFO)

Cisco Jabber

Feature Set Not Supported

N/A

7.6

Genesys PureConnect

76%

Genesys PureConnect ranks higher in 9/9 features

Inbound call routing

N/A

0 Ratings

8.2

82%

49 Ratings

Omnichannel inbound routing

N/A

0 Ratings

8.0

80%

37 Ratings

Recording

N/A

0 Ratings

8.5

85%

50 Ratings

Quality management

N/A

0 Ratings

7.5

75%

44 Ratings

Call analytics

N/A

0 Ratings

7.5

75%

41 Ratings

Historical reporting

N/A

0 Ratings

7.2

72%

50 Ratings

Live reporting

N/A

0 Ratings

8.2

82%

46 Ratings

Customer surveys

N/A

0 Ratings

6.8

68%

34 Ratings

Customer interaction analytics

N/A

0 Ratings

6.4

64%

29 Ratings

Attribute Ratings

Cisco Jabber is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
Genesys PureConnect is rated higher in 1 area: Likelihood to Renew

Cisco Jabber

81%

154 Ratings

7.7

Genesys PureConnect

77%

113 Ratings

Cisco Jabber

56%

6 Ratings

8.6

Genesys PureConnect

86%

12 Ratings

Cisco Jabber

90%

8 Ratings

8.7

Genesys PureConnect

87%

9 Ratings

Cisco Jabber

N/A

0 Ratings

9.1

Genesys PureConnect

91%

6 Ratings

Cisco Jabber

N/A

0 Ratings

8.8

Genesys PureConnect

88%

6 Ratings

Cisco Jabber

79%

24 Ratings

7.8

Genesys PureConnect

78%

16 Ratings

Cisco Jabber

N/A

0 Ratings

8.2

Genesys PureConnect

82%

4 Ratings

Cisco Jabber

N/A

0 Ratings

8.3

Genesys PureConnect

83%

3 Ratings

Cisco Jabber

N/A

0 Ratings

6.1

Genesys PureConnect

61%

21 Ratings

Cisco Jabber

N/A

0 Ratings

8.2

Genesys PureConnect

82%

3 Ratings

Pros

Easy connection with internal and external colleagues via syncing with Outlook contacts.
Single Number Reach (SNR) enables connectivity and consistent contact number in any geographic location, which is great during business travel.
Great compatibility with a headset or other Bluetooth devices. Retains all functionality of an office phone but eliminates the need for transporting hardware equipment.

Read full review

Verified User

Analyst in Quality Assurance

Medical Device Company, 10,001+ employees

View all 154 answers on this topic

Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
Superb Notifier Service: You don't have to restart any process or service for a change to take effect.

Read full review

Shahbaz Chughtai

IT Manager

Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees

View all 113 answers on this topic

Cons

Stability depends on internet connection more than it needs to
Using different tools for almost the same purpose(collaboration) is not user-friendly. Maybe a super product combining WebEx and Jabber features could be an option.
Expensive pricing and pricing model for big organizations (per license)

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ozan guner

Senior IT Infrastructure Specialist

HiltiConstruction, 201-500 employees

View all 154 answers on this topic

Licensing can be challenging and very expensive.
Client templates are hard to administer and are built very different than the rest of the functionality.
Web desktop has been slow to come along and include all the features.
Optimizer is very sub-par product.

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Verified User

Manager in Information Technology

Financial Services Company, 51-200 employees

View all 113 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$50 Per License

Cisco Jabber Editions & Modules

Edition

Jabber for Desktop	$50.00¹

Per License

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Genesys PureConnect Editions & Modules

—

Additional Pricing Details

—

Likelihood to Renew

Cisco Jabber 5.6

Based on 6 answers

I don’t have access to video features.) In an age when our smartphones
do everything but call our friends, family, or clients, it’s refreshing
to have a desktop app that can make calls in the smartphone’s place. It
seems appropriate in a time when we’re all worried about the robots
rising and taking over the world. Why not transfer the functionality of a
telephone to the same computer where we program those world-dominating
robots? It’s practical. Cisco Jabber takes the classic idea of making
calls with a phone and puts it in the same place where we spend most of
our worktime. This frees up desk space, as well as keeps the smartphone
available for what it was invented to do: take Instagram photos. Not to
mention, because it has its own number, it makes it easier to contact
clients without having to give them your personal phone number. Need to
make a call, but you don’t want to share your home phone? Cisco Jabber
makes that easy. And best of all, because you call through your
computer, all you need is a microphone to speak and speakers to listen,
and you never have to pick up the phone at all. If you hate having
sweaty ears, then Cisco Jabber is your app of choice. Note: Because I
have access to phone features only, and Cisco Jabber has more available
that I can’t use, I can see where it may also be a pro for business
owners that Cisco apparently allows custom features availability for
users, depending on roles.

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Siddharth Goyal

Software Engineer

Jaypee University of Information TechnologyComputer Software, 201-500 employees

View all 6 answers on this topic

Genesys PureConnect 8.6

Based on 12 answers

We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.

One of the biggest advantages is that all is in one platform.

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Verified User

Technician in Information Technology

Financial Services Company, 1001-5000 employees

View all 12 answers on this topic

Usability

Cisco Jabber 9.0

Based on 8 answers

There are still some improvements to be made between MAC and Windows users. Also the share screen between various devices does not always work. Any user can quickly adapt and understand how to use Jabber. The interface is very intuitive and straight forward. The transition between interfaces on PCs, to tablets, to mobile devices is also very consistent and set up almost identically

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Kaitlin Tucker

Communications Coordinator

Chastain-Skillman,IncCivil Engineering, 51-200 employees

View all 8 answers on this topic

Genesys PureConnect 8.7

Based on 9 answers

Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources

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Verified User

Administrator in Information Technology

Retail Company, 10,001+ employees

View all 9 answers on this topic

Reliability and Availability

No score

No answers yet

No answers on this topic

Genesys PureConnect 9.1

Based on 6 answers

The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

View all 6 answers on this topic

Performance

No score

No answers yet

No answers on this topic

Genesys PureConnect 8.8

Based on 6 answers

Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

View all 6 answers on this topic

Support Rating

Cisco Jabber 7.9

Based on 24 answers

Even with the Jabber client, Cisco support is outstanding, with the knowledge and quick response you would expect from them. Their engineers understand their products and our issues are usually addressed quickly and by the same person we originally connect with instead of getting passed to additional people. Follow-up is good too. Their support is thorough.

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Debbie Johnson

Systems Administrator

Gentry LockeLaw Practice, 51-200 employees

View all 24 answers on this topic

Genesys PureConnect 7.8

Based on 16 answers

Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.

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Ruud Reinold

Telecom Services Manager

Capquest Group LtdFinancial Services, 201-500 employees

View all 16 answers on this topic

In-Person Training

No score

No answers yet

No answers on this topic

Genesys PureConnect 8.2

Based on 4 answers

I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.

Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.

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Verified User

Technician in Information Technology

Financial Services Company, 1001-5000 employees

View all 4 answers on this topic

Online Training

No score

No answers yet

No answers on this topic

Genesys PureConnect 8.3

Based on 3 answers

The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

View all 3 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Genesys PureConnect 6.1

Based on 21 answers

Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.

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Laurent Pret

Solutions Architect

Arval United KingdomBanking, 5001-10,000 employees

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Alternatives Considered

In terms of general communication, it stacks up better as you can use your account on pc or mobile(great for people who are not 100% of the time in front of their desk or running errands), [and it's] not a pain to set this up on your mobile device compared to competitors.

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Jian Groenewald

Service Support Analyst

NSC GlobalInformation Technology & Services, 501-1000 employees

View all 154 answers on this topic

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.

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Micheal McComber

Network Engineer VOIP Level 3

Sutter HealthHospital & Health Care, 10,001+ employees

View all 113 answers on this topic

Scalability

No score

No answers yet

No answers on this topic

Genesys PureConnect 8.2

Based on 3 answers

Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.

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Verified User

Technician in Information Technology

Telecommunications Company, 5001-10,000 employees

View all 3 answers on this topic

Return on Investment

Its a tool that provides enhanced customer service capability to our user community. The users are able remain available while working in almost any location.
More work gets done when people can collaborate and communicate better. Our efficiency is increasing as we continue to roll out the application to our user community.

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Eric Taylor

VoIP Network Administrator

Penn State UniversityHigher Education, 10,001+ employees

View all 154 answers on this topic

We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.

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Blake Dunham

Senior Telecommunications Engineer

Ultimate Medical AcademyEducation Management, 1001-5000 employees

View all 113 answers on this topic

Screenshots

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See All (6) Genesys PureConnect Screenshots

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Task Management

Gantt Charts

Scheduling

Workflow Automation

Mobile Access

Search

Visual planning tools

Cisco Jabber

Genesys PureConnect

Chat

Notifications

Discussions

Surveys

Internal knowledgebase

Integrates with GoToMeeting

Integrates with Gmail and Google Hangouts

Integrates with Outlook

Cisco Jabber

Genesys PureConnect

Versioning

Video files

Audio files

Document collaboration

Access control

Advanced security features

Integrates with Google Drive

Device sync

Cisco Jabber

Genesys PureConnect

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 Jabber

Genesys PureConnect

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Cisco Jabber

Genesys PureConnect

Likelihood to Recommend

Cisco Jabber

Genesys PureConnect