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107 Ratings
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Top Rated
372 Ratings

Cisco Unified Contact Center

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107 Ratings
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Score 7.8 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
372 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | 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
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
Cisco Unified Contact Center
8.6
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
Cisco Unified Contact Center
8.1
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
Cisco Unified Contact Center
8.5
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Cisco Unified Contact Center
8.4
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
Cisco Unified Contact Center
8.0
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Cisco Unified Contact Center
8.4
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
Cisco Unified Contact Center
8.5
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
Cisco Unified Contact Center
8.6
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
Cisco Unified Contact Center
7.9
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.2
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Cisco Unified Contact Center
8.8
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Cisco Unified Contact Center
8.7
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
Cisco Unified Contact Center
8.6
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Cisco Unified Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
Cisco Unified Contact Center
7.9
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
Cisco Unified Contact Center
7.6
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Cisco Unified Contact Center
7.8
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Cisco Unified Contact Center
8.1
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
Cisco Unified Contact Center
8.5
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

Cisco Unified Contact Center

  • 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.
Anonymous | 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

  • 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.
James Riley | 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) 7.5
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) 7.0
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

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | 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) 8.8
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

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | 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
Must contact sales team for pricing.

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
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
7.9

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)
7.5

Support Rating

Cisco Unified Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
7.0

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)
8.8

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