Cisco Unified Contact Center Enterprise vs Genesys Cloud CX comparison

The compared Cisco and Genesys solutions aren't in the same category. Cisco is ranked #2 in CCI , and holds a 28.3% mindshare in the category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 28.8% mindshare. Additionally, 100% of Cisco users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.

Cisco Unified Contact Cent...

Read 1 Cisco Unified Contact Center Enterprise review

588 Views
555 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 10 Genesys Cloud CX reviews

1,504 Views
1,034 Comparison Views

100% willing to recommend

Cisco Unified Contact Cent...

Genesys Cloud CX

Categories and Ranking

Cisco Unified Contact Cent...

Average Rating

9.0

Number of Reviews

Ranking in other categories

Contact Center Infrastructure (2nd)

Genesys Cloud CX

Average Rating

8.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Cisco Unified Contact Center Enterprise is designed for Contact Center Infrastructure and holds a mindshare of 28.3%, down 32.3% compared to last year.
Genesys Cloud CX, on the other hand, focuses on Contact Center Platforms, holds 28.8% mindshare, up 28.9% since last year.

Contact Center Infrastructure

Contact Center Platforms

Featured Reviews

Waqas Amin

Sr. Cisco Collaboration Presales Engineer at IST Networks

Jan 27, 2016

The ease of integration and documentation are valuable features.

Usability Ease of integration Security Perfection Documentation Some usability issues need to be improved. I've used it for three years. There were no issues with the deployment. This is the stand-out point with Cisco CC. It's very stable. Cisco provides cost effective options for migration…

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ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Quotes from Members

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

Pricing and Cost Advice

Information not available

"I rate Genesys Cloud CX's pricing a one out of ten."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

26%

Healthcare Company

13%

Manufacturing Company

11%

Financial Services Firm

Educational Organization

21%

Computer Software Company

13%

Financial Services Firm

11%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

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What is your experience regarding pricing and costs for Genesys Cloud?

Pricing is rather expensive. Integration capabilities are costly and not easy.

See all answers

Comparisons

Cisco Unified Contact Center Express vs Cisco Unified Contact Center Enterprise

Compared 77% of the time

More Cisco Unified Contact Center Enterprise Competitors

Amazon Connect vs Genesys Cloud CX

Compared 19% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 2% of the time

More Genesys Cloud CX Competitors

Product Reports

No data available

Buyer's Guide

Genesys Cloud CX

October 2024

Download Genesys Cloud CX product report

Also Known As

Contact Center Enterprise

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Learn More

Cisco

Genesys

Overview

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Sample Customers

Cimpress, Energisa, Raiffeisen Bank

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

We monitor all Contact Center Infrastructure reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.