Cisco Business Edition 6000 (discontinued) vs. Genesys Cloud CX

Cisco Business Edition 6000 (BE6000) is well suited on small and medium sites that need entry-level voice and IP telephony capabilities, together
with powerful, easy-to-use collaboration tools. However , if a single user interface or VMware servers are deal breakers for you, I suggest another call system will likely be a better fit.

Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.

Incentivized

• Smarter and more economical telephone system.
• Deployed on a Cisco UCS server.
• Easy and centralized management.
• Unified communications with chat, voice and video for all users.
• Telephone support in Portuguese with Cisco.

Incentivized

• Standard omnichannel routing - multiple-media interactions are handled well.
• WFM - agent scheduled, workload balancing, forecasting, etc.
• 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
• We are exploring Predictive Routing & finding is useful so far.
• Reporting is also very useful & informative.

• Include tools for inter-cluster migration, currently these are provided by 3rd parties
• Improve the software upgrade process by automating the pre-upgrade and post-upgrade checks

Incentivized

• Updates can come quickly and release notes can be missed
• We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
• Dashboards aren't as adaptable as they could be

Incentivized

Happy with Cisco Business Edition 6000 (BE6000); works great for us and costs to maintain it are well in hand. it also fits our current and future requirements going forward.

Incentivized

The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed

Incentivized

BE6K [is] not just a bare metal server ,it is [a] complete solution with its own management tools.

Incentivized

Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.

Incentivized

The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.

Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.

Overall, the product provides excellent value for money. Our employees may interact at the same time on the Cisco Business Edition 6000 without disrupting the conversation. We have a significant number of employees that perform the same thing with calls, texting, and presence, and none of them have an issue.

Incentivized

There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.

Incentivized

Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience

Incentivized

In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.

Incentivized

My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.

Incentivized

Both Mitel and [Cisco Business Edition 6000 (BE6000)] allow the benefit of virtualization. If desired you could have an entirely virtual system. Cisco handles the virtualization a little better, however Mitel MiCollab is easier to integrate presence and calls. Cisco underlying architecture seems to be a little more stable, Mitel seems to be a little more user friendly. There are pros and cons and both are good solutions.

Incentivized

Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app etc. In GC these logs appear in the browser console (even in Desktop app) and have to be pre-configured, meaning often we don't capture a log for an error the agents have. Overall, a huge improvement - the IVR is much more flexible, admin is much more manageable, everything is a step up.

Incentivized

I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.

• Been easy to scale as our business has grown and from acquisitions
• Been pretty easy to maintain the software and upgrade it over its lifetime to date
• Software and license renewals are pretty straight forward
• Adding newer model hardware to the system is pretty straight forward

Incentivized

• Strategic Agility- Genesys Cloud CX has delivered both immediate cost benefits and long-term value through improved customer relationships, operational resilience, and administrative satisfaction.
• Enhanced Customer Experience- With advanced analytics and personalized interactions, we’ve seen an improvement in routing to address customer needs.
• Cost Savings and Operational Efficiency- The platform’s cloud-based architecture can eliminate on-premise infrastructure and maintenance in some cases.

Incentivized