What users are saying about
145 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 145 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
Cloud PBX
7.6
Cisco Unified Communications Manager (Call Manager)
76%

Genesys PureConnect
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Hosted PBX
7.9
79%
18 Ratings

N/A
0 Ratings
Multi-level Interactive Voice Response (IVR)
6.8
68%
27 Ratings

N/A
0 Ratings
User templates
8.5
85%
36 Ratings

N/A
0 Ratings
Call reports
6.4
64%
35 Ratings

N/A
0 Ratings
Directory of employee names
8.7
87%
36 Ratings

N/A
0 Ratings
Call Management
7.6
Cisco Unified Communications Manager (Call Manager)
76%

Genesys PureConnect
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features
Answering rules
8.8
88%
39 Ratings

N/A
0 Ratings
Call recording
6.8
68%
26 Ratings

N/A
0 Ratings
Call park
8.7
87%
35 Ratings

N/A
0 Ratings
Call screening
6.4
64%
32 Ratings

N/A
0 Ratings
Message alerts
7.5
75%
36 Ratings

N/A
0 Ratings
VoIP system collaboration
8.1
Cisco Unified Communications Manager (Call Manager)
81%

Genesys PureConnect
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features
Video conferencing
8.3
83%
27 Ratings

N/A
0 Ratings
Audio conferencing
8.0
80%
37 Ratings

N/A
0 Ratings
Video screen sharing
8.2
82%
14 Ratings

N/A
0 Ratings
Instant messaging
8.0
80%
17 Ratings

N/A
0 Ratings
Mobile apps
7.9
Cisco Unified Communications Manager (Call Manager)
79%

Genesys PureConnect
Feature Set Not Supported
N/A
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features
Mobile app for iOS
7.9
79%
23 Ratings

N/A
0 Ratings
Mobile app for Android
7.8
78%
21 Ratings

N/A
0 Ratings
Contact Center Software
Cisco Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating
- Genesys PureConnect is rated higher in 1 area: Usability
Likelihood to Recommend
8.9
Cisco Unified Communications Manager (Call Manager)
89%
42 Ratings

7.7
Genesys PureConnect
77%
113 Ratings
Likelihood to Renew
10.0
Cisco Unified Communications Manager (Call Manager)
100%
1 Rating

8.6
Genesys PureConnect
86%
12 Ratings
Usability
7.1
Cisco Unified Communications Manager (Call Manager)
71%
4 Ratings

8.7
Genesys PureConnect
87%
9 Ratings
Availability
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

9.1
Genesys PureConnect
91%
6 Ratings
Performance
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.8
Genesys PureConnect
88%
6 Ratings
Support Rating
8.3
Cisco Unified Communications Manager (Call Manager)
83%
27 Ratings

7.8
Genesys PureConnect
78%
16 Ratings
In-Person Training
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.2
Genesys PureConnect
82%
4 Ratings
Online Training
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.3
Genesys PureConnect
83%
3 Ratings
Implementation Rating
10.0
Cisco Unified Communications Manager (Call Manager)
100%
2 Ratings

6.1
Genesys PureConnect
61%
21 Ratings
Product Scalability
Cisco Unified Communications Manager (Call Manager)
N/A
0 Ratings

8.2
Genesys PureConnect
82%
3 Ratings
Likelihood to Recommend
Cisco Unified Communications Manager (Call Manager)
The Cisco Unified Communications Manager platform would be most suited for the below scenarios.1. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. They can install the CUCM on-premises.2. An organization that is still on a legacy phone system could adopt CUCM to save costs and have better services.
Lead (Unified Communications)
Tata Communications LTDInformation Technology & Services, 10,001+ 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 Unified Communications Manager (Call Manager)
- This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
- The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
- The Call Manager provides us very granular settings to route our calls as we want.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 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 Unified Communications Manager (Call Manager)
- Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
- Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
- Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
Arquitecto en Soluciones de Colaboracion Cisco
DIRECTV Latin AmericaEntertainment, 1001-5000 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 Unified Communications Manager (Call Manager)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Genesys PureConnect
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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.
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 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 Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 7.1
Based on 4 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
IT Infrastructure Specialist
RANDON S.AAutomotive, 5001-10,000 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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 8.3
Based on 27 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.

Verified User
Engineer in Information Technology
Government Administration Company, 1001-5000 employeesGenesys 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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager) 10.0
Based on 2 answers
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 employees
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 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.

Verified User
Supervisor in Information Technology
Financial Services Company, 1001-5000 employeesGenesys 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 Unified Communications Manager (Call Manager)
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 Unified Communications Manager (Call Manager)
- Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
- Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
- High Costs - the cost of both the license and the maintenance was much higher than other systems.

Verified User
Administrator in Information Technology
Mental Health Care Company, 501-1000 employeesGenesys 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