Genesys PureConnect (discontinued) vs. Webex App

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Webex App
Score 8.1 out of 10
N/A
The Webex App brings together Webex Calling, Meetings, and Messaging into a single application, fostering collaboration and unlocking more productive ways to work.
$0
user/month
Pricing
Genesys PureConnect (discontinued)Webex App
Editions & Modules
No answers on this topic
Basic Plan
$0.00
user/month
Meet Plan
$13.50
user/month
Meet + Call Plan
$25.00
user/month
Enterprise Plan
Contact Sales
Offerings
Pricing Offerings
Genesys PureConnect (discontinued)Webex App
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Genesys PureConnect (discontinued)Webex App
Considered Both Products
Genesys PureConnect (discontinued)

No answer on this topic

Webex App
Chose Webex App
Applications such as Microsoft Teams, Google Meet or Zoom are platforms intended for collaboration. My choice of Webex App over [the others is] mainly [down to the] integration we have with endpoints such as Webex Room or Webex Board Series and the different activities that we …
Top Pros
Top Cons
Features
Genesys PureConnect (discontinued)Webex App
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys PureConnect (discontinued)
7.9
64 Ratings
5% below category average
Webex App
-
Ratings
Agent dashboard6.755 Ratings00 Ratings
Validate callers7.548 Ratings00 Ratings
Outbound response8.541 Ratings00 Ratings
Call forwarding7.756 Ratings00 Ratings
Click-to-call (CTC)8.043 Ratings00 Ratings
Warm transfer8.357 Ratings00 Ratings
Predictive dialing7.936 Ratings00 Ratings
Interactive voice response8.045 Ratings00 Ratings
REST APIs7.037 Ratings00 Ratings
Call scripts8.539 Ratings00 Ratings
Call tracking7.755 Ratings00 Ratings
Multichannel integration9.044 Ratings00 Ratings
CRM software integration8.038 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys PureConnect (discontinued)
5.5
54 Ratings
40% below category average
Webex App
-
Ratings
Inbound call routing6.551 Ratings00 Ratings
Omnichannel inbound routing6.539 Ratings00 Ratings
Recording4.552 Ratings00 Ratings
Quality management4.546 Ratings00 Ratings
Call analytics3.043 Ratings00 Ratings
Historical reporting5.052 Ratings00 Ratings
Live reporting6.548 Ratings00 Ratings
Customer surveys7.935 Ratings00 Ratings
Customer interaction analytics5.030 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Webex App
8.0
543 Ratings
2% above category average
Task Management00 Ratings7.6303 Ratings
Gantt Charts00 Ratings7.3136 Ratings
Scheduling00 Ratings8.2418 Ratings
Workflow Automation00 Ratings7.9200 Ratings
Mobile Access00 Ratings8.8509 Ratings
Search00 Ratings8.0427 Ratings
Visual planning tools00 Ratings8.2222 Ratings
Communication
Comparison of Communication features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Webex App
8.5
587 Ratings
6% above category average
Chat00 Ratings8.9577 Ratings
Notifications00 Ratings8.6568 Ratings
Discussions00 Ratings8.7521 Ratings
Surveys00 Ratings8.4277 Ratings
Internal knowledgebase00 Ratings8.1255 Ratings
Integrates with GoToMeeting00 Ratings8.2151 Ratings
Integrates with Gmail and Google Hangouts00 Ratings8.7175 Ratings
Integrates with Outlook00 Ratings8.6382 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Genesys PureConnect (discontinued)
-
Ratings
Webex App
8.1
501 Ratings
0% below category average
Versioning00 Ratings7.6291 Ratings
Video files00 Ratings7.7430 Ratings
Audio files00 Ratings8.3431 Ratings
Document collaboration00 Ratings7.7405 Ratings
Access control00 Ratings8.6313 Ratings
Advanced security features00 Ratings8.2318 Ratings
Integrates with Google Drive00 Ratings8.4168 Ratings
Device sync00 Ratings8.7285 Ratings
Best Alternatives
Genesys PureConnect (discontinued)Webex App
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Stackby
Stackby
Score 9.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Troop Messenger
Troop Messenger
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys PureConnect (discontinued)Webex App
Likelihood to Recommend
5.3
(116 ratings)
8.4
(649 ratings)
Likelihood to Renew
8.6
(12 ratings)
8.6
(26 ratings)
Usability
7.3
(12 ratings)
8.9
(392 ratings)
Availability
9.1
(3 ratings)
7.7
(9 ratings)
Performance
8.8
(3 ratings)
8.2
(9 ratings)
Support Rating
4.0
(12 ratings)
7.9
(395 ratings)
In-Person Training
8.2
(4 ratings)
8.2
(3 ratings)
Online Training
8.3
(3 ratings)
8.6
(6 ratings)
Implementation Rating
6.1
(7 ratings)
8.8
(11 ratings)
Configurability
9.0
(2 ratings)
7.8
(10 ratings)
Ease of integration
8.1
(2 ratings)
7.9
(7 ratings)
Product Scalability
8.2
(3 ratings)
8.8
(8 ratings)
Vendor post-sale
8.8
(3 ratings)
8.3
(6 ratings)
Vendor pre-sale
8.8
(3 ratings)
8.4
(7 ratings)
User Testimonials
Genesys PureConnect (discontinued)Webex App
Likelihood to Recommend
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.
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Cisco
The biggest use case I have for Webex is the public and private Spaces feature. It is so handy to have a single place where I can collaborate with team members on a single project. We can chat about new ideas and share files just on that specific project. That way I am not having to search email, or a Sharepoint site or a network drives for files. And I don't have to search through a separate chat log for ideas for this project. Add to that that I can use the Webex app on my PC, Mac, iphone and Android tablet and that makes it the killer app.
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Pros
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
Cisco
  • High-quality, high-impact communications in our workflow.
  • It's great for sharing large documents, it doesn't slow down our communications.
  • The dark mode is excellent, it has a good image and seamless integration features.
  • We can record meetings, which is perfect for backing up any information that may be overlooked.
Read full review
Cons
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
Cisco
  • The PIN message function is getting deleted after some time. I would prefer it to retain all PIN messages.
  • Option to add multiple quiet hours. This will allow me to set quiet hours for the whole weekend and not just the time range similar to weekdays.
  • Paste cells on messages. When I paste, for example, a 3x3 cell from a spreadsheet, the columns and rows are removed.
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Likelihood to Renew
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.
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Cisco
I don’t have access to video features.) In an age when our smartphones
do everything but call our friends, family, or clients, it’s refreshing
to have a desktop app that can make calls in the smartphone’s place. It
seems appropriate in a time when we’re all worried about the robots
rising and taking over the world. Why not transfer the functionality of a
telephone to the same computer where we program those world-dominating
robots? It’s practical. Cisco Jabber takes the classic idea of making
calls with a phone and puts it in the same place where we spend most of
our worktime. This frees up desk space, as well as keeps the smartphone
available for what it was invented to do: take Instagram photos. Not to
mention, because it has its own number, it makes it easier to contact
clients without having to give them your personal phone number. Need to
make a call, but you don’t want to share your home phone? Cisco Jabber
makes that easy. And best of all, because you call through your
computer, all you need is a microphone to speak and speakers to listen,
and you never have to pick up the phone at all. If you hate having
sweaty ears, then Cisco Jabber is your app of choice. Note: Because I
have access to phone features only, and Cisco Jabber has more available
that I can’t use, I can see where it may also be a pro for business
owners that Cisco apparently allows custom features availability for
users, depending on roles.
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Usability
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.
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Cisco
Webex is quite usable, and it is, in fact very easy to use as well. You don't need a lot of documentation to learn how to use the app as it's mostly self-explanatory. The user interface is easy on the eyes, and people can see buttons without issues. Overall, WebEx's front-end design is great and I don't have much issue with it.
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Reliability and Availability
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).
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Cisco
I would say every time I open it, it is there, there are times that our users have to sign out and back in to get it to work or even do a full exit as the app will disconnect from the controlling the desk phone, but some easy steps to sign-out or fully exit the app gets the user back up and running quickly.
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Performance
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.
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Cisco
Software loads and runs well. I like the ability to run the full app version, or, just run through a browser using a lightweight webex experience. In a pinch, this ability has saved my bacon when I had to connect in an emergency on a borrowed phone or computer
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Support Rating
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.
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Cisco
The support team is quick in reverting to the issues faced, and it has multiple language support, which would be very helpful for some instances. Their expertise in resolving queries is instantaneous. Most of the common lags/issues in the application are identified and fixed with regular updates.
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In-Person Training
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.
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Cisco
I am very satisfied with my experience with Webex App in online training. The creation of the event is very easy with the possibility of scheduling it in advance. The management of participants, organizers, and animators is complete. The invitations are automated and by simply using emails we can create all the schedules of the training session
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Online Training
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.
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Cisco
Very easy to create. All operations are done without any problems with our business growth. All people like the experience including me as an instructor. The tools that WebEx App offers us are very complete for working in a virtual classroom, whether it is sharing the screen, the different display modes, the whiteboard, or even the scoring tools on the screen, it allows me to do my job as an instructor as if I was face to face with the participants.
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Implementation Rating
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.
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Cisco
There was quite a bit of back and forth with TAC and Cisco Reps to get it fully up and running but we did get there. Some of which had to do with documentation was not fully understandable. But with Cisco TAC we were able to get fully up and running.
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Alternatives Considered
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.
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Cisco
A lot of drops from calls/meetings frustrated me and my customers in some cases, but with Webex App, I see very less (or even null) drops, even when I am streaming HD content through my camera, even when I connected with the support team for other products for an explanation, they blame it on ISP even though my ISP gives around 200 Mbps speed, Webex App is miraculously never "affected" by ISP speed.
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Scalability
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.
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Cisco
Once everything is in place on the back end getting Webex on a user's PC is now very easy and with single sign-on, users are able to sign in without having to remember another password. Just make sure you have all the user settings in CUCM, CUC set right, and that they have the needed licenses in Webex Control Hub.
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Return on Investment
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.
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Cisco
  • Cisco Jabber helped us develop a Business Continuity Plan in case of emergencies.
  • It allowed our employees to answer their office-phones remotely.
  • It saved us a 10.000$ investment every 4 years on the desk phones for only the Turkey office, possibly much higher figures on the global scale of Hilti.
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ScreenShots

Genesys PureConnect (discontinued) Screenshots

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