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 #3 in IS , and holds a 17.6% mindshare in the category. Genesys is ranked #2 in CCP , with an average rating of 8.6, and holds a 16.3% 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

677 Views
325 Comparison Views

100% willing to recommend

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

4,639 Views
1,438 Comparison Views

100% willing to recommend

Cisco Unified Contact Cente...

Genesys Cloud CX

Review summaries and opinions

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

Categories and Ranking

Cisco Unified Contact Cente...

Average Rating

9.0

Number of Reviews

Ranking in other categories

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

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

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 17.6%, up 8.0% compared to last year.
Genesys Cloud CX, on the other hand, focuses on Contact Center Platforms, holds 16.3% mindshare, down 25.4% since last year.

IVR Systems Market Share Distribution
Product	Market Share (%)
Cisco Unified Contact Center Express	17.6%
Nuance IVR	13.8%
Cisco Unified Customer Voice Portal (Unified CVP)	9.9%
Other	58.699999999999996%

IVR Systems

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	16.3%
Amazon Connect	16.4%
Five9	10.4%
Other	56.9%

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)…

Read full review

PeterDunkley

BA at Rise Asia Technology Limited

Real-time analytics enhances decision-making through improved visibility

Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys. Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.

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."

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

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

"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."

"Genesys Cloud is an excellent platform."

"Genesys is brilliant concerning stability."

"The integration of CTI within the IT system is a particularly valuable feature."

"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."

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

More Genesys Cloud CX pros

Cons

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

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

"AI still needs improvement when it comes to predictive engagement."

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

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

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

"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."

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

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."

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

"The pricing is a bit expensive."

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Top Industries

By visitors reading reviews

Insurance Company

22%

Financial Services Firm

11%

Government

Computer Software Company

Financial Services Firm

15%

Manufacturing Company

10%

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	5

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

Five9 vs Cisco Unified Contact Center Express

Compared 13% of the time

Verint IVR and Voice Self-Service vs Cisco Unified Contact Center Express

Compared 12% of the time

NICE CXone vs Cisco Unified Contact Center Express

Compared 12% of the time

Syntellect Communications Portal vs Cisco Unified Contact Center Express

Compared 10% of the time

Cisco Unified Contact Center Enterprise vs Cisco Unified Contact Center Express

Compared 10% of the time

More Cisco Unified Contact Center Express Competitors

Amazon Connect vs Genesys Cloud CX

Compared 16% of the time

NICE CXone vs Genesys Cloud CX

Compared 8% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

TalkDesk vs Genesys Cloud CX

Compared 3% of the time

More Genesys Cloud CX Competitors

Product Reports

No data available

Buyer's Guide

Genesys Cloud CX

December 2025

Download Genesys Cloud CX product report

Also Known As

CCX

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

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.

Cisco

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.

Genesys

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

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