49 Ratings
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Score 9.4 out of 100
210 Ratings
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Score 8.4 out of 100

Feature Set Ratings

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

Contact Center Software

9.2

Webex Contact Center

92%
7.1

Genesys PureConnect (discontinued)

71%
Webex Contact Center ranks higher in 13/13 features

Agent dashboard

9.3
93%
12 Ratings
5.8
58%
52 Ratings

Validate callers

8.7
87%
12 Ratings
6.9
69%
46 Ratings

Outbound response

9.1
91%
9 Ratings
6.6
66%
39 Ratings

Call forwarding

8.9
89%
11 Ratings
7.9
79%
53 Ratings

Click-to-call (CTC)

9.2
92%
10 Ratings
5.4
54%
42 Ratings

Warm transfer

9.7
97%
12 Ratings
8.4
84%
54 Ratings

Predictive dialing

9.0
90%
8 Ratings
6.9
69%
35 Ratings

Interactive voice response

9.5
95%
10 Ratings
7.2
72%
42 Ratings

REST APIs

8.8
88%
10 Ratings
7.8
78%
35 Ratings

Call scripts

8.3
83%
12 Ratings
7.0
70%
37 Ratings

Call tracking

9.0
90%
11 Ratings
7.9
79%
52 Ratings

Multichannel integration

9.7
97%
11 Ratings
7.0
70%
42 Ratings

CRM software integration

9.8
98%
10 Ratings
7.4
74%
36 Ratings

Workforce Optimization (WFO)

9.4

Webex Contact Center

94%
7.5

Genesys PureConnect (discontinued)

75%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
10 Ratings
8.2
82%
49 Ratings

Omnichannel inbound routing

9.6
96%
11 Ratings
8.1
81%
37 Ratings

Recording

9.6
96%
11 Ratings
8.6
86%
50 Ratings

Quality management

9.6
96%
10 Ratings
7.1
71%
44 Ratings

Call analytics

9.8
98%
11 Ratings
7.7
77%
41 Ratings

Historical reporting

8.2
82%
11 Ratings
7.3
73%
50 Ratings

Live reporting

9.6
96%
10 Ratings
8.2
82%
46 Ratings

Customer surveys

9.2
92%
10 Ratings
6.2
62%
34 Ratings

Customer interaction analytics

9.6
96%
9 Ratings
6.1
61%
29 Ratings

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.7

Webex Contact Center

97%
12 Ratings
7.3

Genesys PureConnect (discontinued)

73%
113 Ratings

Likelihood to Renew

Webex Contact Center

N/A
0 Ratings
8.6

Genesys PureConnect (discontinued)

86%
12 Ratings

Usability

Webex Contact Center

N/A
0 Ratings
8.9

Genesys PureConnect (discontinued)

89%
9 Ratings

Availability

Webex Contact Center

N/A
0 Ratings
9.1

Genesys PureConnect (discontinued)

91%
6 Ratings

Performance

Webex Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect (discontinued)

88%
6 Ratings

Support Rating

Webex Contact Center

N/A
0 Ratings
8.0

Genesys PureConnect (discontinued)

80%
16 Ratings

In-Person Training

Webex Contact Center

N/A
0 Ratings
8.2

Genesys PureConnect (discontinued)

82%
4 Ratings

Online Training

Webex Contact Center

N/A
0 Ratings
8.3

Genesys PureConnect (discontinued)

83%
3 Ratings

Implementation Rating

Webex Contact Center

N/A
0 Ratings
6.1

Genesys PureConnect (discontinued)

61%
21 Ratings

Configurability

Webex Contact Center

N/A
0 Ratings
9.0

Genesys PureConnect (discontinued)

90%
4 Ratings

Ease of integration

Webex Contact Center

N/A
0 Ratings
8.1

Genesys PureConnect (discontinued)

81%
4 Ratings

Product Scalability

Webex Contact Center

N/A
0 Ratings
8.2

Genesys PureConnect (discontinued)

82%
3 Ratings

Vendor post-sale

Webex Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect (discontinued)

88%
6 Ratings

Vendor pre-sale

Webex Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect (discontinued)

88%
6 Ratings

Likelihood to Recommend

Cisco

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Read full review

Discontinued Products

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.
Read full review

Pros

Cisco

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
Read full review

Discontinued Products

  • 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.
Read full review

Cons

Cisco

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
Read full review

Discontinued Products

  • 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.
Read full review

Pricing Details

Webex Contact Center

Starting Price

Editions & Modules

Webex Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Talk to Expert

    Genesys PureConnect (discontinued)

    Starting Price

    Editions & Modules

    Genesys PureConnect (discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Usability

      Cisco

      No answers on this topic

      Discontinued Products

      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
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      Discontinued Products

      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).
      Read full review

      Performance

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Support Rating

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      In-Person Training

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Online Training

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Alternatives Considered

      Cisco

      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.
      Read full review

      Discontinued Products

      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.
      Read full review

      Scalability

      Cisco

      No answers on this topic

      Discontinued Products

      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.
      Read full review

      Return on Investment

      Cisco

      • It doesn't take a lot of investment to train new Webex users.
      • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
      • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
      Read full review

      Discontinued Products

      • 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.
      Read full review

      Screenshots

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