Cisco Unified Contact Center vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Pricing
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Considered Both Products
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long …
Chose Cisco Unified Contact Center
The closest comparison would be the Genesys Engage platform in terms of it being a non-SaaS CC environment and aimed at the higher end environment in terms of scale and complexity. Genesys [is] better if you want an all-in-one solution with accountability sitting in one area, …
Chose Cisco Unified Contact Center

I am typically post RFP and selection process, but clients that have selected UCCE over the competitors are the clients that are not quite ready to embrace cloud or SAAS solutions, or they have selected Cisco due to reputation and long-term stability suitability.

Clients want to …

Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
The above mentioned technologies also provide the same solutions as Genesys Engage does. However, Genesys Engage leads this market as this solution package contains all the functionalities provided by different software mentioned above as distinct functionality is provided by …
Chose Genesys Multicloud CX (discontinued)
Genesys has a better solution when comparing data abilities, both real-time and historical and also when comparing configuration and admin tools. In the vision and the roadmap Genesys seems to have it clear and stable future.
Chose Genesys Multicloud CX (discontinued)
In our market, LATAM, Genesys has had major support to partners and customers that defined the success or not of the project in terms of implementation, TCO, and customer experience. It's not about features most of the time, features compared one by one are similar or even cost …
Chose Genesys Multicloud CX (discontinued)
Genesys Engage is the leader in contact center platforms.
Chose Genesys Multicloud CX (discontinued)
For Greenfield solutions we are suggesting other platforms which allow easy integrations and communication with cloud CRM and the security of services evolution. Nevertheless Genesys is a good solution for clients with a lot of focus in voice communication. The strong ACD and …
Top Pros
Top Cons
Features
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
8% above category average
Agent dashboard9.540 Ratings9.7109 Ratings
Validate callers9.536 Ratings9.896 Ratings
Outbound response9.436 Ratings9.199 Ratings
Call forwarding9.537 Ratings8.389 Ratings
Click-to-call (CTC)9.630 Ratings9.183 Ratings
Warm transfer9.735 Ratings9.8105 Ratings
Predictive dialing9.727 Ratings9.381 Ratings
Interactive voice response9.634 Ratings9.9106 Ratings
REST APIs9.630 Ratings9.899 Ratings
Call scripts9.535 Ratings8.975 Ratings
Call tracking9.438 Ratings9.8103 Ratings
Multichannel integration9.630 Ratings9.6105 Ratings
CRM software integration9.430 Ratings5.499 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Inbound call routing9.738 Ratings9.0100 Ratings
Omnichannel inbound routing9.630 Ratings9.892 Ratings
Recording8.835 Ratings9.080 Ratings
Quality management9.636 Ratings8.380 Ratings
Call analytics9.737 Ratings8.288 Ratings
Historical reporting9.539 Ratings9.8103 Ratings
Live reporting9.639 Ratings8.9100 Ratings
Customer surveys8.828 Ratings6.864 Ratings
Customer interaction analytics8.930 Ratings7.373 Ratings
Best Alternatives
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 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
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Likelihood to Recommend
9.4
(49 ratings)
7.7
(147 ratings)
Likelihood to Renew
9.1
(5 ratings)
8.0
(26 ratings)
Usability
8.3
(7 ratings)
6.9
(18 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
7.1
(4 ratings)
Support Rating
7.5
(15 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
-
(0 ratings)
7.3
(2 ratings)
Implementation Rating
-
(0 ratings)
3.8
(11 ratings)
Configurability
-
(0 ratings)
6.5
(3 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Ease of integration
-
(0 ratings)
2.2
(4 ratings)
Product Scalability
-
(0 ratings)
7.3
(4 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
Cisco Unified Contact CenterGenesys Multicloud CX (discontinued)
Likelihood to Recommend
Cisco
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Read full review
Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
Read full review
Pros
Cisco
  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
Read full review
Discontinued Products
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Read full review
Cons
Cisco
  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
Read full review
Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Read full review
Usability
Cisco
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Read full review
Discontinued Products
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
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Reliability and Availability
Cisco
No answers on this topic
Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
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Performance
Cisco
No answers on this topic
Discontinued Products
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Read full review
Support Rating
Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
Read full review
Discontinued Products
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
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In-Person Training
Cisco
No answers on this topic
Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Read full review
Online Training
Cisco
No answers on this topic
Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
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Implementation Rating
Cisco
No answers on this topic
Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
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Alternatives Considered
Cisco
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Read full review
Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
Read full review
Contract Terms and Pricing Model
Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
Read full review
Discontinued Products
No answers on this topic
Scalability
Cisco
No answers on this topic
Discontinued Products
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
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Professional Services
Cisco
Scripting not supported
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Discontinued Products
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace