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Cisco Finesse vs. Genesys Cloud CX

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Cisco Finesse

26 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Cisco Finesse

    Score5.5 out of 10
    		N/ACisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.N/A

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Pricing
    Cisco FinesseGenesys Cloud CX
    Editions & Modules
    No answers on this topic
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    Offerings
    Pricing Offerings
    Cisco FinesseGenesys Cloud CX
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details—Pricing plans can also be billed hourly.
    More Pricing Information
    Features
    Cisco FinesseGenesys Cloud CX
    Contact Center Software
    Comparison of Contact Center Software features of Cisco Finesse and Genesys Cloud CX
    Feature
    Cisco Finesse
    7.5
    7 Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard8.06 Ratings8.6394 Ratings
    Validate callers8.75 Ratings8.9346 Ratings
    Outbound response5.07 Ratings9.0308 Ratings
    Call forwarding5.06 Ratings8.6334 Ratings
    Click-to-call (CTC)8.93 Ratings8.8269 Ratings
    Warm transfer5.05 Ratings9.2381 Ratings
    Predictive dialing8.04 Ratings8.8226 Ratings
    Interactive voice response8.03 Ratings9.0327 Ratings
    REST APIs8.02 Ratings7.8275 Ratings
    Call scripts8.03 Ratings8.0305 Ratings
    Call tracking8.36 Ratings8.8371 Ratings
    Multichannel integration8.93 Ratings8.4300 Ratings
    CRM software integration8.13 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Cisco Finesse and Genesys Cloud CX
    Feature
    Cisco Finesse
    6.1
    7 Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing6.07 Ratings8.5366 Ratings
    Omnichannel inbound routing7.73 Ratings8.9283 Ratings
    Recording7.95 Ratings9.2371 Ratings
    Quality management5.05 Ratings8.9340 Ratings
    Call analytics6.06 Ratings8.9350 Ratings
    Historical reporting4.06 Ratings8.2365 Ratings
    Live reporting2.06 Ratings8.7360 Ratings
    Customer surveys8.74 Ratings7.7221 Ratings
    Customer interaction analytics7.33 Ratings9.0265 Ratings
    User Ratings
    Cisco FinesseGenesys Cloud CX
    Likelihood to Recommend
    5.0
    (7 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    9.0
    (38 ratings)
    Usability
    5.0
    (1 ratings)
    8.6
    (69 ratings)
    Availability
    -
    (0 ratings)
    8.2
    (6 ratings)
    Performance
    -
    (0 ratings)
    8.1
    (6 ratings)
    Support Rating
    10.0
    (1 ratings)
    6.2
    (100 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (5 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    -
    (0 ratings)
    7.0
    (20 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (6 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    7.9
    (15 ratings)
    Ease of integration
    -
    (0 ratings)
    8.9
    (8 ratings)
    Product Scalability
    -
    (0 ratings)
    9.1
    (7 ratings)
    Professional Services
    -
    (0 ratings)
    7.6
    (12 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.3
    (9 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.8
    (9 ratings)