What users are saying about
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Top Rated
295 Ratings
13 Ratings
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Score 7.9 out of 100

Genesys Engage

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Top Rated
295 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs.
In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Genesys Engage
8.0
Agent dashboard
Cisco Webex Contact Center
7.0
Genesys Engage
7.7
Validate callers
Cisco Webex Contact Center
8.8
Genesys Engage
8.1
Outbound response
Cisco Webex Contact Center
8.6
Genesys Engage
7.9
Call forwarding
Cisco Webex Contact Center
9.1
Genesys Engage
8.2
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Genesys Engage
8.1
Warm transfer
Cisco Webex Contact Center
7.0
Genesys Engage
8.0
Predictive dialing
Cisco Webex Contact Center
7.3
Genesys Engage
8.0
Interactive voice response
Cisco Webex Contact Center
9.1
Genesys Engage
8.3
REST APIs
Cisco Webex Contact Center
9.1
Genesys Engage
7.9
Call scripts
Cisco Webex Contact Center
6.4
Genesys Engage
8.0
Call tracking
Cisco Webex Contact Center
7.3
Genesys Engage
8.1
Multichannel integration
Cisco Webex Contact Center
7.0
Genesys Engage
8.3
CRM software integration
Cisco Webex Contact Center
7.3
Genesys Engage
7.7

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Genesys Engage
7.8
Inbound call routing
Cisco Webex Contact Center
9.1
Genesys Engage
8.4
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Genesys Engage
8.2
Recording
Cisco Webex Contact Center
6.7
Genesys Engage
7.5
Quality management
Cisco Webex Contact Center
9.1
Genesys Engage
7.3
Call analytics
Cisco Webex Contact Center
7.0
Genesys Engage
7.7
Historical reporting
Cisco Webex Contact Center
7.3
Genesys Engage
7.9
Live reporting
Cisco Webex Contact Center
9.1
Genesys Engage
7.9
Customer surveys
Cisco Webex Contact Center
9.1
Genesys Engage
7.8
Customer interaction analytics
Cisco Webex Contact Center
9.1
Genesys Engage
7.5

Pros

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Genesys Engage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Genesys Engage

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Steve Bagdanovich | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.2
Based on 23 answers
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.6
Based on 15 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.0
Based on 8 answers
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Anonymous | TrustRadius Reviewer

Performance

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.1
Based on 8 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.9
Based on 30 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

In-Person Training

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.6
Based on 25 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Contact Center

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Genesys Engage

When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm
Mike Bailey | TrustRadius Reviewer

Scalability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Genesys Engage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Cisco Webex Contact Center

Pricing Details

Cisco Webex Contact Center

General

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

Genesys Engage

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Genesys Engage
8.2

Likelihood to Renew

Cisco Webex Contact Center
Genesys Engage
7.2

Usability

Cisco Webex Contact Center
Genesys Engage
7.6

Reliability and Availability

Cisco Webex Contact Center
Genesys Engage
8.0

Performance

Cisco Webex Contact Center
Genesys Engage
7.1

Support Rating

Cisco Webex Contact Center
Genesys Engage
8.9

In-Person Training

Cisco Webex Contact Center
Genesys Engage
8.1

Online Training

Cisco Webex Contact Center
Genesys Engage
7.3

Implementation Rating

Cisco Webex Contact Center
Genesys Engage
7.6

Scalability

Cisco Webex Contact Center
Genesys Engage
7.3

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