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.
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Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
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Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long …
The closest comparison would be the Genesys Engage platform in terms of it being a non-SaaS CC environment and aimed at the higher end environment in terms of scale and complexity. Genesys [is] better if you want an all-in-one solution with accountability sitting in one area, …
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.
The above mentioned technologies also provide the same solutions as Genesys Engage does. However, Genesys Engage leads this market as this solution package contains all the functionalities provided by different software mentioned above as distinct functionality is provided by …
Genesys has a better solution when comparing data abilities, both real-time and historical and also when comparing configuration and admin tools. In the vision and the roadmap Genesys seems to have it clear and stable future.
In our market, LATAM, Genesys has had major support to partners and customers that defined the success or not of the project in terms of implementation, TCO, and customer experience. It's not about features most of the time, features compared one by one are similar or even cost …
For Greenfield solutions we are suggesting other platforms which allow easy integrations and communication with cloud CRM and the security of services evolution. Nevertheless Genesys is a good solution for clients with a lot of focus in voice communication. The strong ACD and …