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Cisco Unified Contact Center Express vs Genesys PureConnect comparison

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...
Ranking in Contact Center Infrastructure
2nd
Average Rating
9.0
Number of Reviews
1
Ranking in other categories
IVR Systems (4th)
Genesys PureConnect
Ranking in Contact Center Infrastructure
12th
Average Rating
9.0
Reviews Sentiment
8.3
Number of Reviews
1
Ranking in other categories
Workforce Engagement Management (5th), Unified Communications (8th), IP Telephony & Unified Communications (9th)
 

Mindshare comparison

As of July 2025, in the Contact Center Infrastructure category, the mindshare of Cisco Unified Contact Center Express is 12.1%, down from 26.1% compared to the previous year. The mindshare of Genesys PureConnect is 4.6%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Infrastructure
 

Featured Reviews

GR
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)…
Mohamed-Saber - PeerSpot reviewer
Provides great functionality
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 A most valuable feature is that it can be customized to meet all customer needs.  As of now, they are doing great in all areas and they…

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

Cons

"This solution could be improved with better support for higher education and healthcare."
"Customer support can sometimes be delayed."
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Top Industries

By visitors reading reviews
Financial Services Firm
20%
Computer Software Company
12%
Government
9%
Manufacturing Company
8%
Financial Services Firm
13%
Computer Software Company
10%
Manufacturing Company
9%
Insurance Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
No data available
 

Also Known As

CCX
Interactive Intelligence Customer Interaction Center, CIC
 

Overview

 

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