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Top Rated
352 Ratings
Top Rated
126 Ratings
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Score 8.8 out of 100

Genesys Cloud

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Top Rated
352 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

If you have a medium to large organization, the Cisco Unified Communications Manager solution is well suited for your needs. It may be a little "overkill" for an organization with just a few dozen people though. As mentioned previously, it isn't a "cheap" product, but I feel the costs are justified by the functionality, reliability, and professional support that come with Cisco products.
Anonymous | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
7.9
Genesys Cloud
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.5
Genesys Cloud
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
7.0
Genesys Cloud
User templates
Cisco Unified Communications Manager (Call Manager)
8.5
Genesys Cloud
Call reports
Cisco Unified Communications Manager (Call Manager)
6.6
Genesys Cloud
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.8
Genesys Cloud

Call Management

Cisco Unified Communications Manager (Call Manager)
7.9
Genesys Cloud
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.7
Genesys Cloud
Call recording
Cisco Unified Communications Manager (Call Manager)
7.4
Genesys Cloud
Call park
Cisco Unified Communications Manager (Call Manager)
9.0
Genesys Cloud
Call screening
Cisco Unified Communications Manager (Call Manager)
7.2
Genesys Cloud
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.4
Genesys Cloud

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
8.0
Genesys Cloud
Video conferencing
Cisco Unified Communications Manager (Call Manager)
7.5
Genesys Cloud
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
8.2
Genesys Cloud
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
8.2
Genesys Cloud
Instant messaging
Cisco Unified Communications Manager (Call Manager)
8.3
Genesys Cloud

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.7
Genesys Cloud
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.7
Genesys Cloud
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.7
Genesys Cloud

Contact Center Software

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.3
Agent dashboard
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.4
Validate callers
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
7.7
Outbound response
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.0
Call forwarding
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.3
Click-to-call (CTC)
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
9.0
Warm transfer
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.8
Predictive dialing
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
6.9
Interactive voice response
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.6
REST APIs
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.5
Call scripts
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.5
Call tracking
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.8
Multichannel integration
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.3
CRM software integration
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
7.7

Workforce Optimization (WFO)

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.1
Inbound call routing
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.6
Omnichannel inbound routing
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.5
Recording
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.6
Quality management
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.2
Call analytics
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.5
Historical reporting
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.2
Live reporting
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.3
Customer surveys
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
6.8
Customer interaction analytics
Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
7.6

Pros

Cisco Unified Communications Manager (Call Manager)

  • Device failover and fallback. Because all devices ( IP phones, gateways, trunks, etc.) are distributed across all active servers, they are able to register with other active servers in case the current becomes unavailable. In this way, you can reduce the impact of any server becoming unavailable.
  • Virtualization. Call Manager appliance can run under virtualized environments.
  • Several features such as Survivable Remote Site Telephony makes Call Manager the best IP telephony solution in the market.
  • Wide quantity and variety of end-user devices, including the most newest and modern ones in the market that can fit any budget and need.
  • Call Manager is intended to be integrated with the newest collaboration tools like Webex and Jabber for call processing purposes.
  • Great customer support services from the Vendor. The Technical Assistance Center is fantastic, experienced engineers are ready to help quickly out with any request.
Leonardo Gonzalez | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Cisco Unified Communications Manager (Call Manager)

  • Remote working - CUCM really struggles when it comes to remote work. In order to access the system remotely, a VPN or DirectAccess must be used.
  • Extreme complexity - While CUCM does have more settings for flexibility, this also means there's more chances to mess up a setting and render a phone or line unusable, and there's much, much more to know about the system.
  • No cloud solution - CUCM requires on site servers. Currently, Cisco does not have a cloud solution for their call manager.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.3
Based on 15 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.6
Based on 2 answers
Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
Eduardo Viero | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.1
Based on 16 answers
CUCM is supported by most third-party vendors for related products, so it makes finding solutions to specific needs easy. Also Cisco TAC is very knowledgeable, and we have never run into a problem they have not been able to resolve. Usually they are resolved without the need to escalate tickers either.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.9
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

We have been a Cisco based shop and have looked at other cloud voice options such as MS Teams pbx, and others, but ultimately, the features, endpoints, and reliability of Cisco has been the common factor in staying with them as our voice provider. Their integrations, room systems, and hybrid design allows for us to be flexible and keep a high up time vs reliance on 100% cloud.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Cisco Unified Communications Manager (Call Manager)

  • This stuff is pricey. CUCM has to be tied together with a whole other host of Cisco call servers in order for it to do everything you need it to do, so there is always some other expensive license to buy every time you want to add or change something, so it can be a serious money pit. But if your leaders want the very best, and they want to keep everything in-house, this is probably your solution.
  • Goodwill from leadership is way up, thanks to CUCM. The feature set is enormous, so we can do almost anything you can imagine with our phone system, and our leadership loves the video features and the way it integrates with WebEx and other related components.
Jane Updegraff | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

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

Cisco Unified Communications Manager (Call Manager) Editions & Modules

Additional Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.8
Genesys Cloud
7.7

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Genesys Cloud
8.3

Usability

Cisco Unified Communications Manager (Call Manager)
9.6
Genesys Cloud
8.1

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.7

Performance

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
7.7

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.1
Genesys Cloud
6.5

In-Person Training

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.2

Online Training

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
7.3

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
Genesys Cloud
7.9

Scalability

Cisco Unified Communications Manager (Call Manager)
Genesys Cloud
8.7

Add comparison