Cisco Unified Contact Center Express vs Genesys Cloud CX comparison

The compared Cisco and Genesys solutions aren't in the same category. Cisco is ranked #4 in IS , and holds a 8.2% mindshare in the category. Genesys is ranked #1 in CCP , with an average rating of 8.7, and holds a 26.0% 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 Cente...

Read 1 Cisco Unified Contact Center Express review

182 Views
162 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,377 Views
967 Comparison Views

100% willing to recommend

Cisco Unified Contact Cente...

Genesys Cloud CX

Categories and Ranking

Cisco Unified Contact Cente...

Average Rating

9.0

Number of Reviews

Ranking in other categories

IVR Systems (4th), Contact Center Infrastructure (3rd)

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (1st)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Cisco Unified Contact Center Express is designed for IVR Systems and holds a mindshare of 8.2%, down 13.2% compared to last year.
Genesys Cloud CX, on the other hand, focuses on Contact Center Platforms, holds 26.0% mindshare, down 29.1% since last year.

IVR Systems

Contact Center Platforms

Featured Reviews

Gamil Radman

Operation Director at Dammam University

Interactive voice response and automatic call distribution help to improve our customer service

Our primary use case is for customer service, in higher education and healthcare This solution provides uni-channel service support and is fully integrated with our DB. The new Cisco Finesse is really amazing. The most valuable features of this solution are the IVR (Interactive voice response)…

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ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

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:

Pros

"This solution provides uni-channel Service support and is fully integrated with our DB."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"Genesys is brilliant concerning stability."

"The stability is really good."

"The latest version and updates have been great. It really has everything we need."

"The most valuable feature for me is the WFM tool."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

More Genesys Cloud CX pros

Cons

"This solution could be improved with better support for higher education and healthcare."

"The cost needs to be improved, and it should be easier to integrate."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

"Their WFM product is still pretty immature."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

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

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

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

15%

Healthcare Company

12%

Manufacturing Company

Educational Organization

22%

Financial Services Firm

12%

Computer Software Company

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.

See all answers

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

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

Comparisons

Cisco Unified Contact Center Enterprise vs Cisco Unified Contact Center Express

Compared 52% of the time

NICE CXone vs Cisco Unified Contact Center Express

Compared 9% of the time

More Cisco Unified Contact Center Express Competitors

Amazon Connect vs Genesys Cloud CX

Compared 18% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 11% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Product Reports

No data available

Buyer's Guide

Genesys Cloud CX

December 2024

Download Genesys Cloud CX product report

Also Known As

CCX

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

Learn More

Video not available

Cisco

Genesys

Overview

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-size contact centers.

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

Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.

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 IVR Systems 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.