Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.0 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
Cisco Unified Contact CenterGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Cisco Unified Contact CenterGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.Pricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterGenesys Cloud CX
Considered Both Products
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
After our experiences with Cisco Unified Contact Center, we decided that a cloud solution would provide 24/7 uptime--and, it did. We actually picked Genesys Cloud over Cisco Unified Contact Center and have not had any regrets. Not only do we not have to deal with the telephone …
Chose Cisco Unified Contact Center
Those were only our competitors.
Chose Cisco Unified Contact Center
The base in the infrastructure for any architecture within the company has been Cisco and with CCX which is one of the most complete for the needs in the market we are covering.
Chose Cisco Unified Contact Center

I am typically post RFP and selection process, but clients that have selected UCCE over the competitors are the clients that are not quite ready to embrace cloud or SAAS solutions, or they have selected Cisco due to reputation and long-term stability suitability.

Clients want to …

Chose Cisco Unified Contact Center
The Enterprise Contact Center application features and flexibility is on par with these other providers and is tightly integrated with Cisco UCM.
Genesys Cloud CX
Chose Genesys Cloud CX
There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users …
Chose Genesys Cloud CX
An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. Genesys Cloud supports REST API. This makes integration with other systems be much easier.
Chose Genesys Cloud CX
1. An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. It's a bit hard to focus on implementing business logic.
2. Genesys cloud supports REST API. This makes integration with other systems be much …
Chose Genesys Cloud CX

Ease of deployment and the time for the users to adjust and become self-sufficient is dramatically in favor of Genesys Cloud. Training and online self-help resources are well thought-out and developed for getting a new user familiar with the product, but old or irrelevant data …

Chose Genesys Cloud CX
I believe that Cisco Enterprise has been the best in my experience. Genesys Cloud is a solution for company's that cannot go to Cisco Enterprise. When compared to NICE inContact CXone, this product has some good features and some bad. Genesys has the on-demand failover …
Chose Genesys Cloud CX
Five 9: different instance for each continent
Cisco Broadcloud: not advanced
InContact: expensive
Chose Genesys Cloud CX
I am a 25+ year veteran of deploying and supporting the Cisco UCCE product set. The level of ease in deploying Genesys Cloud versus all the UCCE software plus the third party product sets or add-ons to have a comparable offering is unmatched. With less than a year experience …
Chose Genesys Cloud CX
As I've said in other places in this review, we didn't go with Genesys Cloud. This doesn't mean that I would discourage others from doing so assuming that the other factors that have been spelled out in this review line up for your business. If you're looking for something …
Chose Genesys Cloud CX
I'm sure Cisco's capabilities are greater than what our company was willing to purchase from them. The support was poor and the system required constant maintenance. We were also continuously troubleshooting phones on the desks.
Top Pros
Top Cons
Features
Cisco Unified Contact CenterGenesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.7
40 Ratings
15% above category average
Genesys Cloud CX
8.1
396 Ratings
3% below category average
Agent dashboard9.740 Ratings7.8378 Ratings
Validate callers9.736 Ratings7.9330 Ratings
Outbound response9.736 Ratings7.6294 Ratings
Call forwarding9.737 Ratings8.2319 Ratings
Click-to-call (CTC)9.830 Ratings8.4258 Ratings
Warm transfer9.835 Ratings8.5366 Ratings
Predictive dialing9.827 Ratings7.8218 Ratings
Interactive voice response9.834 Ratings8.3313 Ratings
REST APIs9.730 Ratings8.1263 Ratings
Call scripts9.735 Ratings8.3292 Ratings
Call tracking9.638 Ratings8.4356 Ratings
Multichannel integration9.730 Ratings8.3287 Ratings
CRM software integration9.730 Ratings7.7278 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
Genesys Cloud CX
7.8
376 Ratings
6% below category average
Inbound call routing9.838 Ratings8.4351 Ratings
Omnichannel inbound routing9.830 Ratings8.1269 Ratings
Recording8.734 Ratings8.5356 Ratings
Quality management9.835 Ratings7.9326 Ratings
Call analytics9.836 Ratings7.9337 Ratings
Historical reporting9.739 Ratings7.5350 Ratings
Live reporting9.739 Ratings7.8345 Ratings
Customer surveys8.527 Ratings6.6209 Ratings
Customer interaction analytics8.629 Ratings7.6252 Ratings
Best Alternatives
Cisco Unified Contact CenterGenesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterGenesys Cloud CX
Likelihood to Recommend
9.7
(49 ratings)
8.6
(420 ratings)
Likelihood to Renew
9.1
(5 ratings)
7.2
(37 ratings)
Usability
8.3
(7 ratings)
9.0
(69 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
7.5
(16 ratings)
7.0
(98 ratings)
In-Person Training
-
(0 ratings)
8.3
(5 ratings)
Online Training
-
(0 ratings)
7.9
(11 ratings)
Implementation Rating
-
(0 ratings)
8.2
(19 ratings)
Configurability
-
(0 ratings)
8.7
(6 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
6.5
(8 ratings)
Product Scalability
-
(0 ratings)
8.3
(6 ratings)
Professional Services
8.0
(1 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.3
(7 ratings)
User Testimonials
Cisco Unified Contact CenterGenesys Cloud CX
Likelihood to Recommend
Cisco
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Read full review
Genesys
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
Read full review
Pros
Cisco
  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
Read full review
Genesys
  • We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
Read full review
Cons
Cisco
  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
Read full review
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
Read full review
Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review
Usability
Cisco
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Read full review
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Genesys
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.
Read full review
Performance
Cisco
No answers on this topic
Genesys
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.
Read full review
Support Rating
Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
Read full review
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review
In-Person Training
Cisco
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
Cisco
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
Cisco
No answers on this topic
Genesys
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.
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Alternatives Considered
Cisco
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Read full review
Genesys
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
Read full review
Contract Terms and Pricing Model
Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Cisco
No answers on this topic
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
Professional Services
Cisco
Scripting not supported
Read full review
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
Read full review
Genesys
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability