Top Rated
126 Ratings
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Score 8.8 out of 100
Top Rated
203 Ratings
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Score 8.4 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 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

Cloud PBX

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

Call Management

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

VoIP system collaboration

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

Mobile apps

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

Contact Center Software

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

Workforce Optimization (WFO)

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
7.6
Inbound call routing
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.2
Omnichannel inbound routing
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.0
Recording
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.1
Quality management
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.1
Call analytics
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
7.3
Historical reporting
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
6.9
Live reporting
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
7.3
Customer surveys
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
7.6
Customer interaction analytics
Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
7.3

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 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 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 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 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 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 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 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 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).
Anonymous | TrustRadius Reviewer

Performance

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.
Anonymous | 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 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 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.
Anonymous | TrustRadius Reviewer

Online 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.
Anonymous | 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 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 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 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 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.
Anonymous | 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 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 Unified Communications Manager (Call Manager)

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

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

Genesys PureConnect

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)
8.8
Genesys PureConnect
8.0

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
Genesys PureConnect
8.6

Usability

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

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
9.1

Performance

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.8

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.1
Genesys PureConnect
7.0

In-Person Training

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.2

Online Training

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.3

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
Genesys PureConnect
6.1

Scalability

Cisco Unified Communications Manager (Call Manager)
Genesys PureConnect
8.2

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