Webex Contact Center vs. Genesys PureConnect (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Genesys PureConnect (discontinued)
Score 6.1 out of 10
N/A
Genesys PureConnect was an omnichannel contact center platform that offered cloud-based or on-premise deployments. It featured a SIP-based architecture with VoIP capabilities, allowing companies to connect legacy voice systems and use existing phones. A legacy product, new users are encouraged to investigate Genesys Cloud.N/A
Pricing
Webex Contact CenterGenesys PureConnect (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterGenesys PureConnect (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterGenesys PureConnect (discontinued)
Top Pros
Top Cons
Features
Webex Contact CenterGenesys PureConnect (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.1
30 Ratings
3% below category average
Genesys PureConnect (discontinued)
7.9
64 Ratings
5% below category average
Agent dashboard9.329 Ratings6.755 Ratings
Validate callers8.727 Ratings7.548 Ratings
Outbound response6.423 Ratings8.541 Ratings
Call forwarding9.027 Ratings7.756 Ratings
Click-to-call (CTC)9.026 Ratings8.043 Ratings
Warm transfer8.528 Ratings8.357 Ratings
Predictive dialing7.018 Ratings8.036 Ratings
Interactive voice response8.323 Ratings8.045 Ratings
REST APIs7.827 Ratings7.037 Ratings
Call scripts8.224 Ratings8.539 Ratings
Call tracking8.027 Ratings7.755 Ratings
Multichannel integration8.026 Ratings9.044 Ratings
CRM software integration7.427 Ratings8.038 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
27 Ratings
1% above category average
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Inbound call routing7.826 Ratings6.551 Ratings
Omnichannel inbound routing8.424 Ratings6.539 Ratings
Recording9.026 Ratings4.552 Ratings
Quality management9.022 Ratings4.546 Ratings
Call analytics8.324 Ratings3.043 Ratings
Historical reporting9.126 Ratings5.052 Ratings
Live reporting8.025 Ratings6.548 Ratings
Customer surveys7.524 Ratings7.935 Ratings
Customer interaction analytics7.522 Ratings5.030 Ratings
Best Alternatives
Webex Contact CenterGenesys PureConnect (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterGenesys PureConnect (discontinued)
Likelihood to Recommend
8.6
(30 ratings)
5.3
(116 ratings)
Likelihood to Renew
8.2
(1 ratings)
8.6
(12 ratings)
Usability
7.7
(2 ratings)
7.3
(12 ratings)
Availability
-
(0 ratings)
9.1
(3 ratings)
Performance
-
(0 ratings)
8.8
(3 ratings)
Support Rating
-
(0 ratings)
4.0
(12 ratings)
In-Person Training
-
(0 ratings)
8.2
(4 ratings)
Online Training
-
(0 ratings)
8.3
(3 ratings)
Implementation Rating
-
(0 ratings)
6.1
(7 ratings)
Configurability
-
(0 ratings)
9.0
(2 ratings)
Ease of integration
-
(0 ratings)
8.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.2
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.8
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.8
(3 ratings)
User Testimonials
Webex Contact CenterGenesys PureConnect (discontinued)
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
  • The uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.
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
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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
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
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
Read full review
Discontinued Products
The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.
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
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view

Genesys PureConnect (discontinued) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of