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
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

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

    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

    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

    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

    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

    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

    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.
    RAJESH VENGILOT | 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

    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.
    Anonymous | 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)

    • 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.
    Leonardo Gonzalez | 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

    Pricing 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.
    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) 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
    Eduardo Viero | TrustRadius Reviewer

    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
    Anonymous | 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) 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.
    Anonymous | TrustRadius Reviewer

    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.
    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 2 answers
    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)

    • 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.
    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 Unified Communications Manager (Call Manager)

    Add comparison