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Cisco CCX vs Genesys PureConnect comparison

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Cisco CCX

Read 1 Cisco CCX review
803 views|724 comparisons
100% willing to recommend
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Genesys PureConnect

Read 1 Genesys PureConnect review
73 views|62 comparisons
100% willing to recommend
Featured Review
Gamil Radman
Interactive voice response and automatic call distribution help to improve our customer service
This solution provides uni-channel service support and is fully integrated with our DB. The new Cisco Finesse is really amazing.
Mohamed-Saber
Provides great functionality
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."

More Cisco CCX Pros →

"Can integrate with a lot of gateways in voice."

More Genesys PureConnect Pros →

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

More Cisco CCX Cons →

"Customer support can sometimes be delayed."

More Genesys PureConnect Cons →

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Questions from the Community
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What do you like most about Genesys PureConnect?
Top Answer:Can integrate with a lot of gateways in voice.
What needs improvement with Genesys PureConnect?
Top Answer: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?
Top Answer: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.
Ranking
3rd
out of 15 in Contact Center Infrastructure
Views
803
Comparisons
724
Reviews
0
Average Words per Review
0
Rating
N/A
5th
out of 15 in Contact Center Infrastructure
Views
73
Comparisons
62
Reviews
1
Average Words per Review
192
Rating
9.0
Comparisons
Also Known As
CCX
Interactive Intelligence Customer Interaction Center, CIC
Learn More
Cisco
Genesys
Overview
Cisco Unified Contact Center Express (Unified CCX) helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use customer interaction solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent-based services and fully integrated self-service applications, including automatic call distributor (ACD), interactive voice response (IVR), and computer telephony integration (CTI). Cisco Unified CCX helps deliver each of your contacts to the right agent the first time. It enables this accuracy with sophisticated business rules for inbound and outbound voice, email, web chat, and customer interaction management. Cisco Unified CCX also offers numerous agent and desktop services and can scale to larger, more demanding environments.

Gives your contact center a standards-based, multichannel software platform to blend all media types with your business systems.

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.
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
Top Industries
VISITORS READING REVIEWS
Computer Software Company16%
Financial Services Firm13%
Healthcare Company11%
Manufacturing Company7%
VISITORS READING REVIEWS
Computer Software Company18%
Financial Services Firm13%
Manufacturing Company8%
Insurance Company7%
Company Size
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise17%
Large Enterprise69%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise12%
Large Enterprise70%

Cisco CCX is ranked 3rd in Contact Center Infrastructure while Genesys PureConnect is ranked 5th in Contact Center Infrastructure with 1 review. Cisco CCX is rated 9.0, while Genesys PureConnect is rated 9.0. The top reviewer of Cisco CCX writes "Interactive voice response and automatic call distribution help to improve our customer service". On the other hand, the top reviewer of Genesys PureConnect writes "Provides great functionality". Cisco CCX is most compared with Cisco Contact Center Enterprise, Genesys Cloud CX, Nuance IVR, NICE CXone and Five9, whereas Genesys PureConnect is most compared with Genesys Cloud CX, NICE CXone, Cisco Jabber, Kamailio SIP Server and Calabrio WFM.

See our list of best Contact Center Infrastructure vendors.

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.