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Top Rated
110 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.2 out of 100
211 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Cisco Unified Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Unified Contact Center

84%
7.4

Genesys PureConnect

74%
Cisco Unified Contact Center ranks higher in 13/13 features

Agent dashboard

8.5
85%
35 Ratings
6.5
65%
52 Ratings

Validate callers

8.7
87%
31 Ratings
7.5
75%
46 Ratings

Outbound response

8.2
82%
31 Ratings
7.0
70%
39 Ratings

Call forwarding

8.5
85%
33 Ratings
7.9
79%
53 Ratings

Click-to-call (CTC)

8.4
84%
26 Ratings
6.3
63%
42 Ratings

Warm transfer

8.6
86%
30 Ratings
8.4
84%
54 Ratings

Predictive dialing

8.3
83%
22 Ratings
7.1
71%
35 Ratings

Interactive voice response

8.6
86%
29 Ratings
7.3
73%
42 Ratings

REST APIs

8.4
84%
25 Ratings
8.1
81%
35 Ratings

Call scripts

8.5
85%
30 Ratings
7.3
73%
37 Ratings

Call tracking

8.4
84%
33 Ratings
7.8
78%
52 Ratings

Multichannel integration

8.4
84%
25 Ratings
7.3
73%
42 Ratings

CRM software integration

7.7
77%
25 Ratings
7.5
75%
36 Ratings

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
7.6

Genesys PureConnect

76%
Cisco Unified Contact Center ranks higher in 9/9 features

Inbound call routing

8.9
89%
33 Ratings
8.2
82%
49 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
8.0
80%
37 Ratings

Recording

8.7
87%
32 Ratings
8.5
85%
50 Ratings

Quality management

8.5
85%
31 Ratings
7.5
75%
44 Ratings

Call analytics

8.3
83%
32 Ratings
7.5
75%
41 Ratings

Historical reporting

8.1
81%
34 Ratings
7.2
72%
50 Ratings

Live reporting

8.2
82%
34 Ratings
8.2
82%
46 Ratings

Customer surveys

8.2
82%
25 Ratings
6.8
68%
34 Ratings

Customer interaction analytics

8.6
86%
27 Ratings
6.4
64%
29 Ratings

Attribute Ratings

  • Cisco Unified Contact Center is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
  • Genesys PureConnect is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
7.7

Genesys PureConnect

77%
113 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings
8.6

Genesys PureConnect

86%
12 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings
8.7

Genesys PureConnect

87%
9 Ratings

Availability

Cisco Unified Contact Center

N/A
0 Ratings
9.1

Genesys PureConnect

91%
6 Ratings

Performance

Cisco Unified Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect

88%
6 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
7.8

Genesys PureConnect

78%
16 Ratings

In-Person Training

Cisco Unified Contact Center

N/A
0 Ratings
8.2

Genesys PureConnect

82%
4 Ratings

Online Training

Cisco Unified Contact Center

N/A
0 Ratings
8.3

Genesys PureConnect

83%
3 Ratings

Implementation Rating

Cisco Unified Contact Center

N/A
0 Ratings
6.1

Genesys PureConnect

61%
21 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Genesys PureConnect

N/A
0 Ratings

Product Scalability

Cisco Unified Contact Center

N/A
0 Ratings
8.2

Genesys PureConnect

82%
3 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Genesys PureConnect

N/A
0 Ratings

Likelihood to Recommend

Cisco Unified Contact Center

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.
Gustavo Alves | TrustRadius Reviewer

Genesys PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

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 PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | 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 PureConnect

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Starting Price

Genesys PureConnect

General

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

Starting Price

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 PureConnect

Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.
Anonymous | TrustRadius Reviewer

Usability

Cisco Unified Contact Center

Cisco Unified Contact Center 8.3
Based on 7 answers
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.
Pratham Radadiya | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 8.7
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
Anonymous | TrustRadius Reviewer

Performance

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.5
Based on 18 answers
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.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.8
Based on 16 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Laurent Pret | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

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.
Alyson Sherlock | TrustRadius Reviewer

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Contract Terms and Pricing Model

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Genesys PureConnect

No score
No answers yet
No answers on this topic

Scalability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Anonymous | TrustRadius Reviewer

Professional Services

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

Genesys PureConnect

No score
No answers yet
No answers on this topic

Return on Investment

Cisco Unified Contact Center

  • 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.
Mostafa Awad | TrustRadius Reviewer

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

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