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Top Rated
470 Ratings
9 Ratings
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Score 9.6 out of 100

Genesys Cloud CX

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Top Rated
470 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Communication

    10.0

    Cisco Webex Social (Discontinued)

    100%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Cisco Webex Social (Discontinued) ranks higher in 2/2 features

    Chat

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Integrates with Outlook

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    File Sharing & Management

    8.3

    Cisco Webex Social (Discontinued)

    83%

    Genesys Cloud CX

    Feature Set Not Supported
    N/A
    Cisco Webex Social (Discontinued) ranks higher in 3/3 features

    Document collaboration

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Access control

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Advanced security features

    5.0
    50%
    1 Rating
    N/A
    0 Ratings

    Contact Center Software

    Cisco Webex Social (Discontinued)

    Feature Set Not Supported
    N/A
    9.0

    Genesys Cloud CX

    90%
    Genesys Cloud CX ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    9.2
    92%
    254 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    227 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    205 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    225 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    179 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    248 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    151 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.5
    95%
    205 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    175 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    189 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    245 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    192 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    187 Ratings

    Workforce Optimization (WFO)

    Cisco Webex Social (Discontinued)

    Feature Set Not Supported
    N/A
    8.7

    Genesys Cloud CX

    87%
    Genesys Cloud CX ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.2
    92%
    236 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    182 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    237 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    222 Ratings

    Call analytics

    N/A
    0 Ratings
    8.8
    88%
    226 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    237 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    231 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    133 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    169 Ratings

    Attribute Ratings

    • Cisco Webex Social (Discontinued) is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    10.0

    Cisco Webex Social (Discontinued)

    100%
    1 Rating
    9.2

    Genesys Cloud CX

    92%
    273 Ratings

    Likelihood to Renew

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.2

    Genesys Cloud CX

    82%
    28 Ratings

    Usability

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    9.4

    Genesys Cloud CX

    94%
    63 Ratings

    Availability

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.5

    Genesys Cloud CX

    85%
    124 Ratings

    In-Person Training

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    5 Ratings

    Implementation Rating

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    7.8

    Genesys Cloud CX

    78%
    8 Ratings

    Contract Terms and Pricing Model

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    7.4

    Genesys Cloud CX

    74%
    10 Ratings

    Product Scalability

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    12 Ratings

    Vendor pre-sale

    Cisco Webex Social (Discontinued)

    N/A
    0 Ratings
    8.8

    Genesys Cloud CX

    88%
    12 Ratings

    Likelihood to Recommend

    Cisco

    For the most part, this is a great software solution for the average user. For consulting it's ok, but [there aren't] that many reach features.
    Read full review

    Genesys

    Genesys cloud is well suited for situations where agents need to work globally, for example. The edge locations from AWS make it a very flexible environment for users who are located remotely. For companies that require hardware-based PBX systems for whatever reason, then Genesys cloud will not fit the solution.
    Read full review

    Pros

    Cisco

    • Easy to use.
    • No special setup.
    • Doesn't require any special hardware.
    Read full review

    Genesys

    • Omnichannel contact center
    • Integration with other systems to knit together technology seamlessly
    • WFM and WEM suite is best in class and fully integrated to the product
    • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
    Read full review

    Cons

    Cisco

    • Recording feature cannot record phone sound just computer sound.
    • Recording feature does not generate a file with "known" extension, it needs specific player.
    Read full review

    Genesys

    • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
    • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
    • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
    Read full review

    Pricing Details

    Cisco Webex Social (Discontinued)

    Starting Price

    Editions & Modules

    Cisco Webex Social (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

      Genesys Cloud CX

      Starting Price

      $75 per month

      Editions & Modules

      Genesys Cloud CX editions and modules pricing
      EditionModules
      Genesys Cloud CX 1$75.001
      Genesys Cloud CX 2$110.002
      Genesys Cloud CX 3$140.003
      Genesys ChoiceContact sales team4

      Footnotes

      1. Per User Per Month
      2. Per User Per Month
      3. Per User Per Month
      4. Contact sales team

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing plans can also be billed hourly.

      Pricing Info

      Likelihood to Renew

      Cisco

      No answers on this topic

      Genesys

      Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
      Read full review

      Usability

      Cisco

      No answers on this topic

      Genesys

      Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      Genesys

      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.
      Read full review

      Performance

      Cisco

      No answers on this topic

      Genesys

      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.
      Read full review

      Support Rating

      Cisco

      No answers on this topic

      Genesys

      There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
      Read full review

      In-Person Training

      Cisco

      No answers on this topic

      Genesys

      Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
      Read full review

      Online Training

      Cisco

      No answers on this topic

      Genesys

      I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      Genesys

      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.
      Read full review

      Alternatives Considered

      Cisco

      It is simpler to use compared to other tools. Microsoft has a great product but there are a lot of bugs. And compared to GoToMeeting it has more features.
      Read full review

      Genesys

      The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding on more tools that still stick inside the Genesys window, which is a leg up on desktop-based applications.
      Read full review

      Contract Terms and Pricing Model

      Cisco

      No answers on this topic

      Genesys

      Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
      Read full review

      Scalability

      Cisco

      No answers on this topic

      Genesys

      We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
      Read full review

      Professional Services

      Cisco

      No answers on this topic

      Genesys

      Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
      Read full review

      Return on Investment

      Cisco

      • It is good, helps tremendously and saves a lot of time in case you have to go see what user is doing or understand what they are trying to achieve.
      • Great user experience.
      • Users like it.
      Read full review

      Genesys

      • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
      • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
      Read full review

      Screenshots

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