What users are saying about
24 Ratings
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Score 8.4 out of 100
211 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

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 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

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Genesys PureConnect
7.9
Agent dashboard
Webex Contact Center
7.7
Genesys PureConnect
7.2
Validate callers
Webex Contact Center
8.9
Genesys PureConnect
7.9
Outbound response
Webex Contact Center
8.8
Genesys PureConnect
8.1
Call forwarding
Webex Contact Center
9.1
Genesys PureConnect
8.0
Click-to-call (CTC)
Webex Contact Center
8.8
Genesys PureConnect
8.2
Warm transfer
Webex Contact Center
7.7
Genesys PureConnect
8.5
Predictive dialing
Webex Contact Center
8.3
Genesys PureConnect
7.9
Interactive voice response
Webex Contact Center
9.1
Genesys PureConnect
7.9
REST APIs
Webex Contact Center
9.1
Genesys PureConnect
8.2
Call scripts
Webex Contact Center
7.3
Genesys PureConnect
7.9
Call tracking
Webex Contact Center
7.9
Genesys PureConnect
7.5
Multichannel integration
Webex Contact Center
7.7
Genesys PureConnect
8.0
CRM software integration
Webex Contact Center
7.9
Genesys PureConnect
7.7

Workforce Optimization (WFO)

Webex Contact Center
8.6
Genesys PureConnect
7.8
Inbound call routing
Webex Contact Center
9.1
Genesys PureConnect
8.3
Omnichannel inbound routing
Webex Contact Center
8.5
Genesys PureConnect
7.9
Recording
Webex Contact Center
7.5
Genesys PureConnect
8.2
Quality management
Webex Contact Center
9.1
Genesys PureConnect
8.3
Call analytics
Webex Contact Center
7.7
Genesys PureConnect
7.3
Historical reporting
Webex Contact Center
7.9
Genesys PureConnect
7.1
Live reporting
Webex Contact Center
9.1
Genesys PureConnect
7.6
Customer surveys
Webex Contact Center
9.1
Genesys PureConnect
7.8
Customer interaction analytics
Webex Contact Center
9.1
Genesys PureConnect
7.6

Pros

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 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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | 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

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
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

Webex 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

Webex 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

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 7.7
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

Webex 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

Webex 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

Webex 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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Scalability

Webex 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

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | 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

Webex Contact Center

Pricing Details

Webex Contact Center

General

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

Genesys PureConnect

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Genesys PureConnect
8.0

Likelihood to Renew

Webex Contact Center
Genesys PureConnect
8.6

Usability

Webex Contact Center
Genesys PureConnect
8.6

Reliability and Availability

Webex Contact Center
Genesys PureConnect
9.1

Performance

Webex Contact Center
Genesys PureConnect
8.8

Support Rating

Webex Contact Center
Genesys PureConnect
7.7

In-Person Training

Webex Contact Center
Genesys PureConnect
8.2

Online Training

Webex Contact Center
Genesys PureConnect
8.3

Implementation Rating

Webex Contact Center
Genesys PureConnect
6.1

Scalability

Webex Contact Center
Genesys PureConnect
8.2

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