What users are saying about
Cisco Jabber
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Top Rated
425 Ratings
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Based on 425 reviews and ratings
211 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
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
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
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
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
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
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
Likelihood to Recommend
8.1
Cisco Jabber
81%
154 Ratings

7.7
Genesys PureConnect
77%
113 Ratings
Likelihood to Renew
5.6
Cisco Jabber
56%
6 Ratings

8.6
Genesys PureConnect
86%
12 Ratings
Usability
9.0
Cisco Jabber
90%
8 Ratings

8.7
Genesys PureConnect
87%
9 Ratings
Availability
Cisco Jabber
N/A
0 Ratings

9.1
Genesys PureConnect
91%
6 Ratings
Performance
Cisco Jabber
N/A
0 Ratings

8.8
Genesys PureConnect
88%
6 Ratings
Support Rating
7.9
Cisco Jabber
79%
24 Ratings

7.8
Genesys PureConnect
78%
16 Ratings
In-Person Training
Cisco Jabber
N/A
0 Ratings

8.2
Genesys PureConnect
82%
4 Ratings
Online Training
Cisco Jabber
N/A
0 Ratings

8.3
Genesys PureConnect
83%
3 Ratings
Implementation Rating
Cisco Jabber
N/A
0 Ratings

6.1
Genesys PureConnect
61%
21 Ratings
Product Scalability
Cisco Jabber
N/A
0 Ratings

8.2
Genesys PureConnect
82%
3 Ratings
Likelihood to Recommend
Cisco Jabber
I believe that Cisco Jabber performs exceptionally well in team-based workplaces where various communication tools within the app enable team coordination, project planning, and data-sharing, all within the platform whilst remaining lightweight & easy-to-use even among the less tech-literate employees. However, given that this is premium software that's paid, I think that many schools & colleges conducting online classes may feel less inclined to spend money on the platform & instead resort to free alternatives, such as Google Meet & Microsoft Teams.
Structural Engineer
MaisonComputer Software, 1-10 employees
Genesys PureConnect
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Telecom / Network Systems Manager
Certified Languages InternationalTranslation and Localization, 51-200 employees
Pros
Cisco Jabber
- 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.

Verified User
Analyst in Quality Assurance
Medical Device Company, 10,001+ employeesGenesys PureConnect
- 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.
IT Manager
Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees
Cons
Cisco Jabber
- 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)
Senior IT Infrastructure Specialist
HiltiConstruction, 201-500 employees
Genesys PureConnect
- 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.

Verified User
Manager in Information Technology
Financial Services Company, 51-200 employeesPricing Details
Cisco Jabber
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$50 Per License
Cisco Jabber Editions & Modules
Edition
Jabber for Desktop | $50.001 |
---|
- Per License
Additional Pricing Details
—Genesys PureConnect
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Genesys PureConnect Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
Cisco Jabber
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.
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.
Software Engineer
Jaypee University of Information TechnologyComputer Software, 201-500 employees
Genesys PureConnect
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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesUsability
Cisco Jabber
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
Communications Coordinator
Chastain-Skillman,IncCivil Engineering, 51-200 employees
Genesys PureConnect
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

Verified User
Administrator in Information Technology
Retail Company, 10,001+ employeesReliability and Availability
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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).

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesPerformance
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesSupport Rating
Cisco Jabber
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.
Systems Administrator
Gentry LockeLaw Practice, 51-200 employees
Genesys PureConnect
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.
Telecom Services Manager
Capquest Group LtdFinancial Services, 201-500 employees
In-Person Training
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesOnline Training
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesImplementation Rating
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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.
Solutions Architect
Arval United KingdomBanking, 5001-10,000 employees
Alternatives Considered
Cisco Jabber
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.
Service Support Analyst
NSC GlobalInformation Technology & Services, 501-1000 employees
Genesys PureConnect
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.
Network Engineer VOIP Level 3
Sutter HealthHospital & Health Care, 10,001+ employees
Scalability
Cisco Jabber
No score
No answers yet
No answers on this topic
Genesys PureConnect
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.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesReturn on Investment
Cisco Jabber
- 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.
VoIP Network Administrator
Penn State UniversityHigher Education, 10,001+ employees
Genesys PureConnect
- 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.
Senior Telecommunications Engineer
Ultimate Medical AcademyEducation Management, 1001-5000 employees