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 8.0% 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 Cente...

Read 1 Cisco Unified Contact Center Express review

219 Views
189 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 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

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 Express is designed for IVR Systems and holds a mindshare of 8.0%, down 14.3% 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.

IVR Systems

Contact Center Platforms

Featured Reviews

Gamil Radman

Operation Director at Dammam University

May 16, 2019

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)…

Read full review

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.

Read full review

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."

"Genesys Cloud is an excellent platform."

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

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

"The stability is really good."

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

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

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

More Genesys Cloud CX pros

Cons

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

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

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

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

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

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

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

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

More Genesys Cloud CX cons

Pricing and Cost Advice

Information not available

"The pricing is a bit expensive."

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

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

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

15%

Healthcare Company

12%

Manufacturing Company

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.

See all answers

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 Enterprise vs Cisco Unified Contact Center Express

Compared 57% 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 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

Aspect Workforce Optimization vs Genesys Cloud CX

Compared 4% 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

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.