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Cisco Unified Communications vs Genesys PureConnect comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Cisco Unified Communications
Ranking in Unified Communications
1st
Ranking in IP Telephony & Unified Communications
1st
Average Rating
8.6
Number of Reviews
7
Ranking in other categories
No ranking in other categories
Genesys PureConnect
Ranking in Unified Communications
7th
Ranking in IP Telephony & Unified Communications
2nd
Average Rating
9.0
Reviews Sentiment
8.3
Number of Reviews
1
Ranking in other categories
Workforce Engagement Management (3rd), Contact Center Infrastructure (5th)
 

Mindshare comparison

As of November 2024, in the Unified Communications category, the mindshare of Cisco Unified Communications is 13.9%, down from 14.2% compared to the previous year. The mindshare of Genesys PureConnect is 3.2%, up from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Unified Communications
 

Featured Reviews

Kani Kumar J - PeerSpot reviewer
Reliable customer communication and good third-party integrations with minor server update issues
Cisco supports third-party gadgets, including workforce management systems. These can be directly integrated with Cisco, a feature not widely supported by other contact centers. Additionally, redundancy is set up, meaning if one side of the server goes down, the other side will take over to prevent the contact center from completely failing.
Mohamed-Saber - PeerSpot reviewer
Provides great functionality
There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction A most valuable feature is that it can be customized to meet all customer needs.  As of now, they are doing great in all areas and they…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We use Extension Mobility and Jabber a lot with mobile remote access. In addition to video calls with Jabber, this greatly enriched communications between coworkers."
"The Click to dial feature was one of the most important features for the customer."
"Cisco supports third-party gadgets, including workforce management systems."
"Can integrate with a lot of gateways in voice."
 

Cons

"Sometimes, minor temporary issues can arise while updating the servers."
"An improvement option could be to incorporate the Voicea solution with Communication Manager, allowing it to make a translation between different languages automatically in a conversation."
"Some features take a lot of steps to configure, so having areas where a few clicks can configure a feature for a user would be nice."
"Customer support can sometimes be delayed."
report
Use our free recommendation engine to learn which Unified Communications solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
University
13%
Computer Software Company
11%
Financial Services Firm
10%
Government
9%
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
10%
Insurance Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with Cisco Unified Communications?
Sometimes, minor temporary issues can arise while updating the servers. These updates can cause bugs that lead to temporary issues. Although they do not have a major impact, these issues still need...
What is your primary use case for Cisco Unified Communications?
It is basically a contact center solution. In contact centers, it acts as a bridge connecting the customer and the product company and the end customer. For example, if we are running a bank, the c...
What is your experience regarding pricing and costs for Cisco Unified Communications?
The pricing varies based on the setup. ECCX has lower pricing for up to 400 users, whereas PCC is more expensive. Pricing increases based on requirements and features.
What do you like most about Genesys PureConnect?
Can integrate with a lot of gateways in voice.
What needs improvement with Genesys PureConnect?
As of now, they are doing great in all areas and they keep improving their services
What is your primary use case for Genesys PureConnect?
There are many use cases for Genesys, as it has almost all the channels needed to have a better customer experience which will increase customer satisfaction.
 

Also Known As

No data available
Interactive Intelligence Customer Interaction Center, CIC
 

Learn More

 

Overview

 

Sample Customers

Afni, Allied Irish Banks, Bellevue, Came Group, Children's Hospital Colorado, Erickson Living, IDEALondon, Instituto Zaldivar, John Lewis, Linz AG, London Hydro, Lone Star College System, Lone Star College System, Mondi Group, North West Redwater, Park Nicollet, Pentana Solutions Australia, Pilatus, Pirelli, Portugal Ministry, Presidio Inc., Republic Bank & Trust Company, Saipem, SickKids Foundation, Top Right Group, Vital Images
Americas Credit Union, Nowa Era, ING Bank, SJ Traffic Control, Western & Southern Life, Thomas Cook Northern Europe, Raiffeisen Bank, T-Mobile Austria, BOS Bank, mBank, Lasik MD, Allianz, Memira, Goteborg Energi AB
Find out what your peers are saying about Cisco, 3CX, Kamailio and others in Unified Communications. Updated: October 2024.
816,406 professionals have used our research since 2012.