What users are saying about
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57 Ratings
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233 Ratings

Cisco Unified Contact Center

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57 Ratings
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Score 8.1 out of 100

Genesys Cloud

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233 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.7
Genesys Cloud
8.7
Agent dashboard
Cisco Unified Contact Center
7.4
Genesys Cloud
8.5
Validate callers
Cisco Unified Contact Center
7.9
Genesys Cloud
7.6
Outbound response
Cisco Unified Contact Center
7.7
Genesys Cloud
8.4
Call forwarding
Cisco Unified Contact Center
8.1
Genesys Cloud
7.9
Click-to-call (CTC)
Cisco Unified Contact Center
8.0
Genesys Cloud
9.5
Warm transfer
Cisco Unified Contact Center
8.3
Genesys Cloud
9.3
Predictive dialing
Cisco Unified Contact Center
7.6
Genesys Cloud
8.3
Interactive voice response
Cisco Unified Contact Center
8.0
Genesys Cloud
9.2
REST APIs
Cisco Unified Contact Center
7.6
Genesys Cloud
9.2
Call scripts
Cisco Unified Contact Center
6.9
Genesys Cloud
8.7
Call tracking
Cisco Unified Contact Center
8.6
Genesys Cloud
9.3
Multichannel integration
Cisco Unified Contact Center
7.1
Genesys Cloud
9.4
CRM software integration
Cisco Unified Contact Center
7.4
Genesys Cloud
8.3

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.7
Genesys Cloud
8.8
Inbound call routing
Cisco Unified Contact Center
8.4
Genesys Cloud
8.8
Omnichannel inbound routing
Cisco Unified Contact Center
7.4
Genesys Cloud
9.2
Recording
Cisco Unified Contact Center
7.8
Genesys Cloud
8.9
Quality management
Cisco Unified Contact Center
8.1
Genesys Cloud
8.5
Call analytics
Cisco Unified Contact Center
7.6
Genesys Cloud
9.1
Historical reporting
Cisco Unified Contact Center
8.4
Genesys Cloud
8.8
Live reporting
Cisco Unified Contact Center
8.0
Genesys Cloud
9.2
Customer surveys
Cisco Unified Contact Center
6.7
Genesys Cloud
7.8
Customer interaction analytics
Cisco Unified Contact Center
7.1
Genesys Cloud
8.7

Pros

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

Cisco Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 8.1
Based on 8 answers
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.
Frank Paul Onwude | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 95 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

In-Person Training

Cisco Unified Contact Center

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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 2 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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
Anonymous | TrustRadius Reviewer

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | TrustRadius Reviewer

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Unified Contact Center

General

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

Genesys Cloud

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
9.7
Genesys Cloud
6.9

Likelihood to Renew

Cisco Unified Contact Center
9.1
Genesys Cloud
8.3

Usability

Cisco Unified Contact Center
Genesys Cloud
7.8

Reliability and Availability

Cisco Unified Contact Center
Genesys Cloud
8.2

Performance

Cisco Unified Contact Center
Genesys Cloud
8.2

Support Rating

Cisco Unified Contact Center
8.1
Genesys Cloud
6.5

In-Person Training

Cisco Unified Contact Center
Genesys Cloud
8.2

Online Training

Cisco Unified Contact Center
Genesys Cloud
7.3

Implementation Rating

Cisco Unified Contact Center
Genesys Cloud
7.6

Scalability

Cisco Unified Contact Center
Genesys Cloud
8.2

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