What users are saying about
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Top Rated
352 Ratings
82 Ratings
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Score 8.4 out of 100

Genesys Cloud

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Top Rated
352 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Cisco Webex Calling

Cisco Webex Calling is a solid video conference calling tool. It's great for corporate use, especially internal use. I don't recommend it as much when including participants outside of your organization. In large meetings, it has issues keeping up if many people have their video on (however, this might be due to internet limitations and not actually Webex).
Anonymous | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Webex Calling
8.7
Genesys Cloud
Hosted PBX
Cisco Webex Calling
8.5
Genesys Cloud
Multi-level Interactive Voice Response (IVR)
Cisco Webex Calling
8.4
Genesys Cloud
User templates
Cisco Webex Calling
8.6
Genesys Cloud
Call reports
Cisco Webex Calling
8.9
Genesys Cloud
Directory of employee names
Cisco Webex Calling
8.9
Genesys Cloud

Call Management

Cisco Webex Calling
8.6
Genesys Cloud
Answering rules
Cisco Webex Calling
8.6
Genesys Cloud
Call recording
Cisco Webex Calling
9.1
Genesys Cloud
Call park
Cisco Webex Calling
8.1
Genesys Cloud
Call screening
Cisco Webex Calling
8.4
Genesys Cloud
Message alerts
Cisco Webex Calling
8.6
Genesys Cloud

VoIP system collaboration

Cisco Webex Calling
8.9
Genesys Cloud
Video conferencing
Cisco Webex Calling
8.8
Genesys Cloud
Audio conferencing
Cisco Webex Calling
8.9
Genesys Cloud
Video screen sharing
Cisco Webex Calling
9.1
Genesys Cloud
Instant messaging
Cisco Webex Calling
8.7
Genesys Cloud

Mobile apps

Cisco Webex Calling
8.5
Genesys Cloud
Mobile app for iOS
Cisco Webex Calling
8.5
Genesys Cloud
Mobile app for Android
Cisco Webex Calling
8.4
Genesys Cloud

Contact Center Software

Cisco Webex Calling
Genesys Cloud
8.3
Agent dashboard
Cisco Webex Calling
Genesys Cloud
8.4
Validate callers
Cisco Webex Calling
Genesys Cloud
7.7
Outbound response
Cisco Webex Calling
Genesys Cloud
8.0
Call forwarding
Cisco Webex Calling
Genesys Cloud
8.3
Click-to-call (CTC)
Cisco Webex Calling
Genesys Cloud
9.0
Warm transfer
Cisco Webex Calling
Genesys Cloud
8.8
Predictive dialing
Cisco Webex Calling
Genesys Cloud
6.9
Interactive voice response
Cisco Webex Calling
Genesys Cloud
8.6
REST APIs
Cisco Webex Calling
Genesys Cloud
8.5
Call scripts
Cisco Webex Calling
Genesys Cloud
8.5
Call tracking
Cisco Webex Calling
Genesys Cloud
8.8
Multichannel integration
Cisco Webex Calling
Genesys Cloud
8.3
CRM software integration
Cisco Webex Calling
Genesys Cloud
7.7

Workforce Optimization (WFO)

Cisco Webex Calling
Genesys Cloud
8.1
Inbound call routing
Cisco Webex Calling
Genesys Cloud
8.6
Omnichannel inbound routing
Cisco Webex Calling
Genesys Cloud
8.5
Recording
Cisco Webex Calling
Genesys Cloud
8.6
Quality management
Cisco Webex Calling
Genesys Cloud
8.2
Call analytics
Cisco Webex Calling
Genesys Cloud
8.5
Historical reporting
Cisco Webex Calling
Genesys Cloud
8.2
Live reporting
Cisco Webex Calling
Genesys Cloud
8.2
Customer surveys
Cisco Webex Calling
Genesys Cloud
6.8
Customer interaction analytics
Cisco Webex Calling
Genesys Cloud
7.6

Pros

Cisco Webex Calling

  • Mobile use - Calling is extremely easy to use via mobile, making it easier for teams to work remotely and thus offer the organization and colleagues all of the benefits that come with this
  • Security - As this is a cloud-based solution, updates are easily implemented meaning better security, which is essential for the company overall.
Anonymous | TrustRadius Reviewer

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 Webex Calling

  • Sometimes confusing on how to sign on to the Webex
  • Takes 5-10 minutes to download so if you forget to download before the call they will have to wait and is awkward
  • Don’t see a difference between this and zoom calls
Maureen Trattner | TrustRadius Reviewer

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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.3
Based on 15 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 Webex Calling

Cisco Webex Calling 8.2
Based on 1 answer
It is a very easy product to deploy and configure and to really take advantage of. It does not matter if you are using it in an office or your home, or for a security office or a collaboration meeting room - you have the right endpoint available for each case and the configuration parameters to improve the functionality you need.
Anonymous | TrustRadius Reviewer

Genesys Cloud

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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
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 Webex Calling

Cisco Webex Calling 7.6
Based on 2 answers
I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers.
The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

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 Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
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 Webex Calling

For our needs these were both non-starters. I'm sure these products may have some of the same if not all the same features but what they are missing is the Webex Meeting integrations. Since we do not use Zoom, RingCentral was a no go. 8x8 did not fit into our overall technology path so it was not selected
Anonymous | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Cisco Webex Calling

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
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 Webex Calling

  • I would consider the heafty investment to be worth it as it has helped bring an element of cohesion between departments in the same division.
  • It has also shown to have positive reviews from our high-level executives when audio conferencing into high profile meetings. It is always important, in my opinion, to invest in technology that is going to keep your data and conversations safe.
Anonymous | TrustRadius Reviewer

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 Webex Calling

General

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

Cisco Webex Calling Editions & Modules

Additional Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Calling
8.7
Genesys Cloud
7.7

Likelihood to Renew

Cisco Webex Calling
Genesys Cloud
8.3

Usability

Cisco Webex Calling
8.2
Genesys Cloud
8.1

Reliability and Availability

Cisco Webex Calling
Genesys Cloud
8.7

Performance

Cisco Webex Calling
Genesys Cloud
7.7

Support Rating

Cisco Webex Calling
7.6
Genesys Cloud
6.5

In-Person Training

Cisco Webex Calling
Genesys Cloud
8.2

Online Training

Cisco Webex Calling
Genesys Cloud
7.3

Implementation Rating

Cisco Webex Calling
Genesys Cloud
7.9

Scalability

Cisco Webex Calling
Genesys Cloud
8.7

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