What users are saying about
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Top Rated
280 Ratings
Top Rated
203 Ratings

Cisco Jabber

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Top Rated
280 Ratings
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Score 8.3 out of 100
Top Rated
203 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Cisco Jabber

[Cisco Jabber] is very
much reasonable in price and if you are seeking a platform where you can carry
out effective communication while being at work, then this is the most suitable
tool for you. I will surely recommend it to all of the businesses which are especially working on a remote base, as it will help you to stay in touch
and being more productive. Cisco Jabber is very effective for project handling.
Magreat Wilson | TrustRadius Reviewer

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.
Jim Barber | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Cisco Jabber
6.7
Genesys PureConnect
Task Management
Cisco Jabber
8.3
Genesys PureConnect
Gantt Charts
Cisco Jabber
5.0
Genesys PureConnect
Scheduling
Cisco Jabber
7.2
Genesys PureConnect
Workflow Automation
Cisco Jabber
6.1
Genesys PureConnect
Mobile Access
Cisco Jabber
8.3
Genesys PureConnect
Search
Cisco Jabber
7.8
Genesys PureConnect
Visual planning tools
Cisco Jabber
4.3
Genesys PureConnect

Communication

Cisco Jabber
6.5
Genesys PureConnect
Chat
Cisco Jabber
8.7
Genesys PureConnect
Notifications
Cisco Jabber
8.5
Genesys PureConnect
Discussions
Cisco Jabber
7.3
Genesys PureConnect
Surveys
Cisco Jabber
6.5
Genesys PureConnect
Internal knowledgebase
Cisco Jabber
6.1
Genesys PureConnect
Integrates with GoToMeeting
Cisco Jabber
4.7
Genesys PureConnect
Integrates with Gmail and Google Hangouts
Cisco Jabber
2.2
Genesys PureConnect
Integrates with Outlook
Cisco Jabber
7.8
Genesys PureConnect

File Sharing & Management

Cisco Jabber
7.1
Genesys PureConnect
Versioning
Cisco Jabber
7.3
Genesys PureConnect
Video files
Cisco Jabber
7.3
Genesys PureConnect
Audio files
Cisco Jabber
7.7
Genesys PureConnect
Document collaboration
Cisco Jabber
7.4
Genesys PureConnect
Access control
Cisco Jabber
7.6
Genesys PureConnect
Advanced security features
Cisco Jabber
7.5
Genesys PureConnect
Integrates with Google Drive
Cisco Jabber
5.1
Genesys PureConnect
Device sync
Cisco Jabber
6.7
Genesys PureConnect

Contact Center Software

Cisco Jabber
Genesys PureConnect
7.8
Agent dashboard
Cisco Jabber
Genesys PureConnect
7.1
Validate callers
Cisco Jabber
Genesys PureConnect
7.8
Outbound response
Cisco Jabber
Genesys PureConnect
7.9
Call forwarding
Cisco Jabber
Genesys PureConnect
8.0
Click-to-call (CTC)
Cisco Jabber
Genesys PureConnect
7.9
Warm transfer
Cisco Jabber
Genesys PureConnect
8.5
Predictive dialing
Cisco Jabber
Genesys PureConnect
7.8
Interactive voice response
Cisco Jabber
Genesys PureConnect
8.1
REST APIs
Cisco Jabber
Genesys PureConnect
7.7
Call scripts
Cisco Jabber
Genesys PureConnect
7.7
Call tracking
Cisco Jabber
Genesys PureConnect
7.4
Multichannel integration
Cisco Jabber
Genesys PureConnect
7.9
CRM software integration
Cisco Jabber
Genesys PureConnect
7.4

Workforce Optimization (WFO)

Cisco Jabber
Genesys PureConnect
7.6
Inbound call routing
Cisco Jabber
Genesys PureConnect
8.2
Omnichannel inbound routing
Cisco Jabber
Genesys PureConnect
8.0
Recording
Cisco Jabber
Genesys PureConnect
8.1
Quality management
Cisco Jabber
Genesys PureConnect
8.1
Call analytics
Cisco Jabber
Genesys PureConnect
7.3
Historical reporting
Cisco Jabber
Genesys PureConnect
6.9
Live reporting
Cisco Jabber
Genesys PureConnect
7.3
Customer surveys
Cisco Jabber
Genesys PureConnect
7.6
Customer interaction analytics
Cisco Jabber
Genesys PureConnect
7.2

Pros

Cisco Jabber

  • As an on-prem solution is possible to have voice access to the organization co workers and the PSTN, using the own extension number, even when connected from internet (using Expressway - no need to have a vpn or lan connection) from any device.
  • Easy to collaborate from any device (mobile and personal computers). Multiplatform.
  • Administrators able to customize the application's features as much as they need.
  • Easy to integrate with Active Directory and Outlook. Unique user and password.
  • Voice calls and messaging completely secure.
  • Persistence chat for mobile.
Leonardo Gonzalez | TrustRadius Reviewer

Genesys 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.
Shahbaz Chughtai | TrustRadius Reviewer

Cons

Cisco Jabber

  • There is some brand confusion that exists between Cisco communication products. This is more relevant to the support personnel and engineers that would be making decisions to implement the product. Cisco has their Spark/WebEx platform that provides collaboration/communication functionality and more to the end users. Cisco has stated at some conferences that I attended that they are committed to maintaining and developing the Cisco Jabber platform still so that is very promising since the product serves different needs.
  • Cisco Jabber is a little complex to implement properly in your environment. The larger the communication cluster the more complicated it can become. There are also some additional features like persistent chat that require extra resources like a standalone database for persistent chat.
Eric Taylor | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Jabber

Cisco Jabber 9.9
Based on 3 answers
We really like the flexibility of jabber. With the exception of a few quirks that we have found, we see a bright future with it. We depend on it daily and will continue to do so for several years to come. As our team grows, more users will be using it and more screen sharing will be done. It it an indispensable tool that we simply could not imagine going without. It makes communicating so much easier when time is of the essence.
Ray Levron | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Usability

Cisco Jabber

Cisco Jabber 9.0
Based on 6 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
Kaitlin Tucker | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.1
Based on 8 answers
PureConnect is well suited for organizations who don't want to deploy dozens of servers for a call center. It is very appropriate if you want to be full IP : from the career connexion (SIP trunk) to the phone set. It is less appropriate if your organization is divided into many small teams and you have to manage hundreds of different teams.
Michał Sabat | TrustRadius Reviewer

Reliability 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).
Anonymous | TrustRadius Reviewer

Performance

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.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Jabber

Cisco Jabber 8.6
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.
Debbie Johnson | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.0
Based on 15 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.
Ruud Reinold | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Online 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.
Anonymous | TrustRadius Reviewer

Implementation 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.
Laurent Pret | TrustRadius Reviewer

Alternatives Considered

Cisco Jabber

Cisco Jabber as a direct competitor to Skype in the world of audio conferencing offers comparable features and also presents hardware to emphasize an ideal experience. The Jabber app gives unifying communication spread over a number of platforms, ipads, and phones, like Skype for Business. It lets you send instant messages, tells you when colleagues are available or even not at work on a given day. Jabber offers audio, video, desktop sharing, and conferencing. Skype for Business does have a few features such as "Rate my Call", "Call Monitor", and the option to link with Skype's vast conduit on contacts. Jabber, overall, including the features is the better package to purchase based on the return on investment.
Anonymous | TrustRadius Reviewer

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.
Micheal McComber | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Jabber

  • Jabber has provided a very functional alternative to our company to Lotus Sametime. We had been using Sametime for years, and as we were moving out of the Lotus/Domino ecosystem, Jabber has provided a replacement with the chat system, but also means to do voice and video calls.
  • Although handy, intensive usage of Jabber can be a curse for a company (including ours). Every information stored in Jabber is only available to the two people involved in the conversation. Without a proper knowledge management strategy, this can mean that a lot of valuable information can be shared privately as peer-to-peer conversations, and not available to people who need it.
  • Another downside of Jabber is that it can multiply stress for some people, who can be contacted very often, and be interrupted at critical moments. This can introduce additional context switching, and reduce the productivity of some people.
Anonymous | TrustRadius Reviewer

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.
Blake Dunham | TrustRadius Reviewer

Screenshots

Cisco Jabber

Pricing Details

Cisco Jabber

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Jabber Editions & Modules

Edition
Jabber for Desktop$50.001
  1. Per License
Additional Pricing Details

Genesys PureConnect

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys PureConnect Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Jabber
8.6
Genesys PureConnect
8.0

Likelihood to Renew

Cisco Jabber
9.9
Genesys PureConnect
8.6

Usability

Cisco Jabber
9.0
Genesys PureConnect
8.1

Reliability and Availability

Cisco Jabber
Genesys PureConnect
9.1

Performance

Cisco Jabber
Genesys PureConnect
8.8

Support Rating

Cisco Jabber
8.6
Genesys PureConnect
7.0

In-Person Training

Cisco Jabber
Genesys PureConnect
8.2

Online Training

Cisco Jabber
Genesys PureConnect
8.3

Implementation Rating

Cisco Jabber
Genesys PureConnect
6.1

Scalability

Cisco Jabber
Genesys PureConnect
8.2

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