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82 Ratings
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Top Rated
363 Ratings

Cisco Unified Contact Center

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82 Ratings
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Score 8.1 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
363 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Agent dashboard
Cisco Unified Contact Center
8.0
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Validate callers
Cisco Unified Contact Center
8.0
Genesys Cloud CX (formerly Genesys Cloud)
7.7
Outbound response
Cisco Unified Contact Center
7.2
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Call forwarding
Cisco Unified Contact Center
7.6
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Warm transfer
Cisco Unified Contact Center
6.6
Genesys Cloud CX (formerly Genesys Cloud)
8.8
Predictive dialing
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
6.8
Interactive voice response
Cisco Unified Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
8.5
REST APIs
Cisco Unified Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call scripts
Cisco Unified Contact Center
8.2
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call tracking
Cisco Unified Contact Center
8.4
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Multichannel integration
Cisco Unified Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.2
CRM software integration
Cisco Unified Contact Center
7.8
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Cisco Unified Contact Center
8.4
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Omnichannel inbound routing
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Recording
Cisco Unified Contact Center
7.1
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Quality management
Cisco Unified Contact Center
6.9
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call analytics
Cisco Unified Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Historical reporting
Cisco Unified Contact Center
6.8
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Cisco Unified Contact Center
7.2
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Customer surveys
Cisco Unified Contact Center
7.8
Genesys Cloud CX (formerly Genesys Cloud)
6.7
Customer interaction analytics
Cisco Unified Contact Center
7.8
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Pros

Cisco Unified Contact Center

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | TrustRadius Reviewer

Genesys Cloud CX (formerly 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 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 CX (formerly 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 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 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 Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.6
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 Contact Center

Cisco Unified Contact Center 7.7
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 6.7
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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.0
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 Contact Center

Freshchat is more basic since it only uses stars to be able to rate the attention, instead Cisco Unified Contact Center is more complete and this software was chosen since it gives us a more detailed report and in the areas in which we can improve. And it is much cheaper, which is why the company is fascinated with Cisco Unified Contact Center.
MAYRA CORTES | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 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 CX (formerly 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 Contact Center

General

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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

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

Genesys Cloud CX (formerly 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 Contact Center
8.1
Genesys Cloud CX (formerly Genesys Cloud)
7.7

Likelihood to Renew

Cisco Unified Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

Cisco Unified Contact Center
7.3
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Support Rating

Cisco Unified Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
6.7

In-Person Training

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Scalability

Cisco Unified Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.7

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