<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
453 Ratings
Top Rated
113 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Genesys Cloud CX

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
453 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

  • Genesys Cloud CX ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.5

Cisco Unified Contact Center

85%
9.0

Genesys Cloud CX

90%
Genesys Cloud CX ranks higher in 11/13 features

Agent dashboard

8.6
86%
35 Ratings
9.2
92%
247 Ratings

Validate callers

8.7
87%
31 Ratings
8.5
85%
221 Ratings

Outbound response

8.2
82%
31 Ratings
8.8
88%
202 Ratings

Call forwarding

8.6
86%
33 Ratings
9.1
91%
220 Ratings

Click-to-call (CTC)

8.5
85%
26 Ratings
9.6
96%
175 Ratings

Warm transfer

8.7
87%
30 Ratings
9.1
91%
241 Ratings

Predictive dialing

8.4
84%
22 Ratings
9.1
91%
148 Ratings

Interactive voice response

8.6
86%
29 Ratings
9.4
94%
199 Ratings

REST APIs

8.4
84%
25 Ratings
9.0
90%
169 Ratings

Call scripts

8.5
85%
30 Ratings
9.2
92%
182 Ratings

Call tracking

8.4
84%
33 Ratings
8.6
86%
238 Ratings

Multichannel integration

8.5
85%
25 Ratings
8.4
84%
187 Ratings

CRM software integration

7.7
77%
25 Ratings
9.0
90%
183 Ratings

Workforce Optimization (WFO)

8.5

Cisco Unified Contact Center

85%
8.7

Genesys Cloud CX

87%
Genesys Cloud CX ranks higher in 7/9 features

Inbound call routing

8.9
89%
33 Ratings
9.2
92%
229 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
8.7
87%
177 Ratings

Recording

8.8
88%
32 Ratings
9.5
95%
231 Ratings

Quality management

8.6
86%
31 Ratings
8.8
88%
215 Ratings

Call analytics

8.4
84%
32 Ratings
8.7
87%
219 Ratings

Historical reporting

8.2
82%
34 Ratings
8.1
81%
230 Ratings

Live reporting

8.3
83%
34 Ratings
8.7
87%
224 Ratings

Customer surveys

8.3
83%
25 Ratings
7.9
79%
129 Ratings

Customer interaction analytics

8.7
87%
27 Ratings
8.7
87%
163 Ratings

Attribute Ratings

  • Cisco Unified Contact Center is rated higher in 3 areas: Likelihood to Renew, Contract Terms and Pricing Model, Professional Services
  • Genesys Cloud CX is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.9

Cisco Unified Contact Center

79%
43 Ratings
9.1

Genesys Cloud CX

91%
265 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings
8.7

Genesys Cloud CX

87%
25 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings
9.3

Genesys Cloud CX

93%
61 Ratings

Availability

Cisco Unified Contact Center

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
6 Ratings

Performance

Cisco Unified Contact Center

N/A
0 Ratings
7.2

Genesys Cloud CX

72%
6 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
8.5

Genesys Cloud CX

85%
122 Ratings

In-Person Training

Cisco Unified Contact Center

N/A
0 Ratings
9.1

Genesys Cloud CX

91%
2 Ratings

Online Training

Cisco Unified Contact Center

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
5 Ratings

Implementation Rating

Cisco Unified Contact Center

N/A
0 Ratings
8.0

Genesys Cloud CX

80%
23 Ratings

Configurability

Cisco Unified Contact Center

N/A
0 Ratings
7.7

Genesys Cloud CX

77%
4 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings
7.6

Genesys Cloud CX

76%
14 Ratings

Ease of integration

Cisco Unified Contact Center

N/A
0 Ratings
7.4

Genesys Cloud CX

74%
5 Ratings

Product Scalability

Cisco Unified Contact Center

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
5 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating
7.6

Genesys Cloud CX

76%
10 Ratings

Vendor post-sale

Cisco Unified Contact Center

N/A
0 Ratings
8.8

Genesys Cloud CX

88%
6 Ratings

Vendor pre-sale

Cisco Unified Contact Center

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
6 Ratings

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

Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.
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

  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
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

  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
Read full review

Pricing Details

Cisco Unified Contact Center

Starting Price

Editions & Modules

Cisco Unified Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Must contact sales team for pricing.

    Pricing Info

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    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

    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
    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

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    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
    Read full review

    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.
    Read full review

    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.
    Read full review

    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

    Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
    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.
    Read full review

    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.
    Read full review

    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.
    Read full review

    Return on Investment

    Cisco

    • Simplifications in the suite are needed because we faced hard times with its implementation.
    • The product is price worthy when comparing it with what it really provides and offers.
    • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

    Screenshots

    Add comparison