# Cisco Unified Communications Manager (CallManager) vs Genesys Cloud CX Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Cisco Unified Communications Manager (CallManager) excels in supporting large enterprises, with the ability to handle thousands of users and devices. Users appreciate its integration with other Cisco products, such as Unity Connection, which enhances its functionality for unified communications.
- **Users say** that Genesys Cloud CX stands out for its robust open APIs and developer tools, making it easy to integrate with external CRMs and third-party databases. This flexibility is particularly beneficial during implementation, allowing for a more tailored contact center experience.
- **Reviewers mention** that while Cisco Unified Communications Manager offers a secure, locally managed collaboration platform, it can face challenges with setup complexity. Some users have noted that the initial configuration can be less intuitive compared to other solutions.
- **According to verified reviews** , Genesys Cloud CX is praised for its user-friendly interface and effective call routing capabilities. Users appreciate the ability to contact customers through multiple channels, including phone, email, and chat, which enhances overall customer engagement.
- **G2 reviewers highlight** that Cisco Unified Communications Manager provides excellent quality for phone and conference calls, with high ratings for its audio and video capabilities. This makes it a preferred choice for organizations that prioritize reliable communication.
- **Users report** that Genesys Cloud CX, while slightly lower in some specific communication features, still offers a solid performance in areas like instant messaging and screen sharing, making it a versatile option for modern contact centers.



| | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 111 | 1,555 | 
| **Largest Market Segment** | Mid-Market (50.0% of reviews) | Mid-Market (46.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Cisco Unified Communications Manager (CallManager)

Pros:
- Reliability (3 reviews)
- Video Conferencing (3 reviews)

Cons:
- Complex Processes (2 reviews)
- Billing Issues (1 reviews)

### Genesys Cloud CX

Pros:
- Ease of Use (135 reviews)
- Features (98 reviews)

Cons:
- Limited Features (55 reviews)
- Missing Features (53 reviews)

---
## Ratings Comparison
| Rating | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
  | **Meets Requirements** | 9.1 (91 reviews) | 8.6 (1082 reviews) | 
  | **Ease of Use** | 8.1 (92 reviews) | 8.9 (1117 reviews) | 
  | **Ease of Setup** | 6.9 (52 reviews) | 8.4 (675 reviews) | 
  | **Ease of Admin** | 8.0 (54 reviews) | 8.5 (621 reviews) | 
  | **Quality of Support** | 8.6 (87 reviews) | 8.2 (1037 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (53 reviews) | 8.5 (614 reviews) | 
  | **Product Direction (% positive)** | 8.4 (90 reviews) | 8.7 (982 reviews) | 

---
## Pricing

### Cisco Unified Communications Manager (CallManager)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 30 |

#### Messenger

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Sequencing** | Not enough data | 8.8 (23 reviews) | 
| **AI** | Not enough data | 9.1 (26 reviews) | 
| **Live Chat** | Not enough data | 9.1 (25 reviews) | 
| **Customization Interface** | Not enough data | 8.5 (25 reviews) | 

#### Channels

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Social Media** | Not enough data | 9.0 (24 reviews) | 
| **Website** | Not enough data | 9.1 (23 reviews) | 
| **Text Message (SMS)** | Not enough data | 9.2 (22 reviews) | 
| **Voice Assistants** | Not enough data | 8.9 (21 reviews) | 
| **Other** | Not enough data | 9.2 (20 reviews) | 

#### Customers

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Targeting** | Not enough data | 8.9 (27 reviews) | 
| **Profiles** | Not enough data | 8.6 (24 reviews) | 
| **Analytics** | Not enough data | 9.1 (25 reviews) | 
| **Lead Gathering** | Not enough data | 8.7 (23 reviews) | 
| **Sales Conversion** | Not enough data | 9.2 (24 reviews) | 

#### Agentic AI - Conversational Marketing

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.8/10 | 198 |

#### Dialing Options

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (145 reviews) | 
| **Progressive Dialing** | Not enough data | 8.9 (129 reviews) | 
| **Predictive Dialing** | Not enough data | 9.0 (7 reviews) | 

#### Agent Tools

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 8.6 (125 reviews) | 
| **Callback Scheduling ** | Not enough data | 8.7 (139 reviews) | 
| **Call Recording ** | Not enough data | 9.2 (163 reviews) | 

#### Automation

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.6 (121 reviews) | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.2 (149 reviews) | 
| **Call Scrubbing** | Not enough data | 8.7 (109 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.2 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (6 reviews) | 

#### AI Capabilities - Auto Dialer

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | 8.7 (5 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.2/10 | 194 |

#### Quality Assurance

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Evaluation** | Not enough data | 8.8 (160 reviews) | 
| **Calibration** | Not enough data | 8.6 (150 reviews) | 
| **Reports** | Not enough data | 7.8 (161 reviews) | 

#### Engagement

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Feedback** | Not enough data | 8.5 (139 reviews) | 
| **Dashboards** | Not enough data | 8.2 (160 reviews) | 
| **Training** | Not enough data | 8.2 (148 reviews) | 

#### Performance

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (155 reviews) | 
| **Compliance** | Not enough data | 9.0 (153 reviews) | 

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.1 (33 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (33 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 528 |

#### Channels

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Voice** | Not enough data | 9.1 (359 reviews) ✓ Verified | 
| **Social** | Not enough data | 8.3 (210 reviews) | 
| **Web Chat** | Not enough data | 8.6 (243 reviews) ✓ Verified | 
| **Mobile SMS** | Not enough data | 8.3 (208 reviews) ✓ Verified | 
| **Email** | Not enough data | 8.3 (244 reviews) ✓ Verified | 

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.9 (70 reviews) | 

#### Functions

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Session Routing** | Not enough data | 8.8 (394 reviews) ✓ Verified | 
| **Session Queuing** | Not enough data | 8.8 (403 reviews) ✓ Verified | 
| **Concurrent Calling** | Not enough data | 8.8 (343 reviews) ✓ Verified | 
| **Speech Analytics** | Not enough data | 8.3 (241 reviews) ✓ Verified | 
| **Auto Dialer** | Not enough data | 8.5 (246 reviews) ✓ Verified | 
| **IVR** | Not enough data | 9.1 (323 reviews) ✓ Verified | 
| **Inbound Screen Pop** | Not enough data | 8.8 (306 reviews) ✓ Verified | 
| **Persistent Data** | Not enough data | 8.6 (244 reviews) | 

#### Agentic AI - Contact Center

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.7 (10 reviews) | 
| **Cross-system Integration** | Not enough data | 8.2 (12 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (10 reviews) | 

#### Administrative

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 8.3 (356 reviews) ✓ Verified | 
| **Administrator Access** | Not enough data | 8.8 (403 reviews) ✓ Verified | 
| **Reporting & Dashboards** | Not enough data | 7.5 (444 reviews) ✓ Verified | 
| **Session Recording** | Not enough data | 8.8 (289 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | Not enough data | 8.5 (262 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 9.1/10 | 47 |

#### Responses

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Personalization** | Not enough data | 9.2 (36 reviews) | 
| **Route To Human** | Not enough data | 9.4 (36 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.6 (33 reviews) | 

#### Automation - AI Agents

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 9.1 (9 reviews) | 
| **Customer Interaction Automation** | Not enough data | 9.2 (11 reviews) | 
| **Lead Generation** | Not enough data | 8.3 (8 reviews) | 
| **Document Processing** | Not enough data | 8.5 (8 reviews) | 
| **Feedback Collection** | Not enough data | 9.1 (11 reviews) | 

#### Platform

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.8 (35 reviews) | 
| **Integration** | Not enough data | 9.3 (37 reviews) | 
| **Human-In-The-Loop** | Not enough data | 9.1 (33 reviews) | 

#### Autonomy -  AI Agents

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 9.0 (10 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (11 reviews) | 
| **Task Execution** | Not enough data | 8.9 (9 reviews) | 
| **Problem Solving** | Not enough data | 9.0 (10 reviews) | 

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.7 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (6 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 75 |

#### Responses

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Customization** | Not enough data | 8.7 (60 reviews) | 
| **Control** | Not enough data | 8.8 (58 reviews) | 
| **Route To Human** | Not enough data | 9.1 (60 reviews) | 
| **Menu bars** | Not enough data | 8.5 (61 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (55 reviews) | 

#### Platform

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Live chat** | Not enough data | 9.0 (59 reviews) | 
| **Integrations** | Not enough data | 8.8 (64 reviews) | 
| **Branding** | Not enough data | 9.0 (56 reviews) | 
| **Analytics** | Not enough data | 8.6 (62 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | 8.9 (62 reviews) | 
| **Collection of information** | Not enough data | 8.7 (57 reviews) | 

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (29 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (29 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.4/10 | 202 |

#### Workforce Management

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.7 (173 reviews) | 
| **Skills Management** | Not enough data | 8.6 (163 reviews) | 
| **Shift Scheduling** | Not enough data | 8.5 (154 reviews) | 
| **Agent Self-Service** | Not enough data | 8.2 (151 reviews) | 
| **Mobile Access** | Not enough data | 8.0 (119 reviews) | 

#### Administration

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Automation** | Not enough data | 8.1 (145 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (164 reviews) | 
| **Dashboards** | Not enough data | 8.4 (173 reviews) | 
| **Forecasting** | Not enough data | 8.0 (146 reviews) | 
| **Intraday Management** | Not enough data | 8.5 (153 reviews) | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 9.2/10 | 27 |

#### Administration

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Access Control** | Not enough data | 9.2 (25 reviews) | 
| **Web Page Navigation** | Not enough data | 8.9 (24 reviews) | 
| **Real Time Assistance** | Not enough data | 9.2 (23 reviews) | 

#### Security

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Data Security** | Not enough data | 9.3 (24 reviews) | 
| **Data Masking** | Not enough data | 9.4 (23 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 9.0/10 | 49 |

#### Messaging Channels

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **SMS Messaging** | Not enough data | 9.0 (31 reviews) | 
| **Email** | Not enough data | 9.2 (32 reviews) | 
| **Voice Messaging** | Not enough data | 9.2 (34 reviews) | 
| **Two way messaging** | Not enough data | 9.0 (33 reviews) | 

#### Administration

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Scheduling** | Not enough data | 9.0 (35 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (33 reviews) | 
| **Segmentation** | Not enough data | 8.7 (33 reviews) | 
| **Integrations** | Not enough data | 9.0 (37 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.1/10 | 192 |

#### Platform

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.7 (153 reviews) | 
| **Mobile Access** | Not enough data | 7.8 (132 reviews) | 
| **Queue Management** | Not enough data | 8.9 (168 reviews) | 
| **Call Routing** | Not enough data | 9.2 (172 reviews) | 
| **Call Back** | Not enough data | 8.8 (165 reviews) | 
| **IVR** | Not enough data | 9.2 (164 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.1 (165 reviews) | 

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.7 (61 reviews) | 

#### Workforce Management

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.9 (155 reviews) | 
| **Performance Evaluation** | Not enough data | 8.8 (152 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 7.3 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 5.8 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 5.6 (8 reviews) | 

#### Administrative

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Call Recording** | Not enough data | 9.0 (164 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.3 (166 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.9/10 | 46 |

#### Customer Support

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Text** | Not enough data | 9.0 (35 reviews) | 
| **Speech** | Not enough data | 9.0 (37 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (34 reviews) | 

#### Automation

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.7 (33 reviews) | 
| **Customization** | Not enough data | 8.6 (37 reviews) | 
| **Intelligent Routing** | Not enough data | 9.1 (36 reviews) | 

#### Artificial Intelligence

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Learning** | Not enough data | 9.0 (35 reviews) | 
| **Language** | Not enough data | 8.8 (35 reviews) | 
| **Conversational AI** | Not enough data | 9.0 (33 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 249 |

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (28 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (28 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.6 (176 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.5 (178 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.4 (131 reviews) | 
| **In-App Messaging** | Not enough data | 8.5 (145 reviews) | 
| **Co-Browsing** | Not enough data | 8.4 (97 reviews) | 

####  Internal Use

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Customization ** | Not enough data | 8.4 (175 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (168 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (129 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.4 (145 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.3 (141 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.4 (138 reviews) ✓ Verified | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 47 |

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (13 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (13 reviews) | 

#### Process

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Mentions** | Not enough data | 8.3 (28 reviews) | 
| **Tickets** | Not enough data | 9.0 (31 reviews) | 
| **Macros** | Not enough data | 8.7 (29 reviews) | 

#### Channels

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Email** | Not enough data | 8.9 (33 reviews) | 
| **Social** | Not enough data | 8.9 (34 reviews) | 
| **Live Chat** | Not enough data | 8.8 (35 reviews) | 
| **Phone** | Not enough data | 9.7 (37 reviews) | 
| **Text** | Not enough data | 9.1 (33 reviews) | 

#### Insight

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Surveys** | Not enough data | 9.3 (30 reviews) | 
| **Reporting** | Not enough data | 9.0 (37 reviews) | 
| **Visitor Activity** | Not enough data | 8.9 (33 reviews) | 
| **Help Desk** | Not enough data | 9.4 (31 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 7.5/10 | 28 |

#### Generative AI

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.5 (27 reviews) | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | 8.6/10 | 46 |
| **Genesys Cloud CX** | 8.3/10 | 70 |

#### Platform Basics - VoIP Providers

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | 8.5 (8 reviews) | 
| **Call Management** | Not enough data | 8.7 (10 reviews) | 
| **Network monitoring** | Not enough data | 6.7 (8 reviews) | 
| **Integrations** | Not enough data | 7.8 (10 reviews) | 
| **Virtual PBX** | Not enough data | 8.1 (7 reviews) | 
| **SIP trunking services** | Not enough data | 8.1 (8 reviews) | 

#### Basic Communication

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Phone Calls** | 9.8 (41 reviews) ✓ Verified | 9.6 (65 reviews) | 
| **Video Calls** | 8.7 (29 reviews) ✓ Verified | 7.5 (44 reviews) | 
| **Instant Messaging** | 8.2 (34 reviews) ✓ Verified | 8.4 (52 reviews) | 
| **Screen Sharing** | 7.7 (8 reviews) | 8.3 (46 reviews) | 
| **Conference Calls** | 9.4 (38 reviews) ✓ Verified | 8.8 (53 reviews) | 
| **Desk-to-Desk Calls** | 9.8 (39 reviews) ✓ Verified | 8.7 (54 reviews) | 

#### Agentic AI - VoIP Providers

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Software Pairing** | 7.9 (29 reviews) | 8.1 (54 reviews) | 
| **Browser Extension** | 7.6 (27 reviews) | 7.9 (47 reviews) | 
| **Individual Download** | 7.3 (25 reviews) ✓ Verified | 7.8 (48 reviews) | 

#### Advanced Features

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Hold Music** | 9.1 (33 reviews) ✓ Verified | 8.9 (60 reviews) | 
| **Automated Attendants** | 8.6 (35 reviews) ✓ Verified | 8.6 (53 reviews) | 
| **VOiP Number** | 9.1 (9 reviews) | 9.1 (61 reviews) | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 11 |

#### Voice Recognition - AI Voice Assistants

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Voice Recognition** | Not enough data | 8.5 (8 reviews) | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Speech Synthesis** | Not enough data | 9.0 (8 reviews) | 
| **Customizable speech** | Not enough data | 8.5 (8 reviews) | 
| **Multiple voice actions** | Not enough data | 8.8 (8 reviews) | 

#### Security and privacy - AI Voice Assistants

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Encrypted communication** | Not enough data | 8.8 (8 reviews) | 

#### Compatibility - AI Voice Assistants

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | 8.8 (8 reviews) | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.3/10 | 5 |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.4/10 | 69 |

#### Agentic AI - Outbound Call Tracking

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.2 (10 reviews) | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 

#### Calling

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Record Calls** | Not enough data | 9.4 (62 reviews) | 
| **Generate Location** | Not enough data | 8.6 (54 reviews) | 
| **Call Types** | Not enough data | 8.8 (60 reviews) | 
| **Click-to-Call** | Not enough data | 8.8 (60 reviews) | 
| **Auto Dialer** | Not enough data | 8.9 (12 reviews) | 

#### Contacts

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Personalization** | Not enough data | 8.6 (57 reviews) | 
| **Information Locater** | Not enough data | 8.6 (57 reviews) | 
| **Record Prospect Data** | Not enough data | 8.4 (54 reviews) | 

#### Insights

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (55 reviews) | 
| **Daily Summary** | Not enough data | Feature Not Available | 
| **Automated Voicemails** | Not enough data | 8.5 (57 reviews) | 
| **Automated Emails** | Not enough data | 8.1 (52 reviews) | 
| **Sorts Prospects** | Not enough data | 8.1 (51 reviews) | 
| **Automated Note Taking** | Not enough data | 8.1 (9 reviews) | 

### Audio Conferencing

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | N/A | N/A |

#### Agentic AI - Audio Conferencing

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 8.7/10 | 67 |

#### Agentic AI - UCaaS Platforms

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Tenancy Flexibility** | Not enough data | 8.9 (43 reviews) | 
| **Native VoIP** | Not enough data | 9.3 (47 reviews) ✓ Verified | 
| **CCaaS Option** | Feature Not Available | 9.1 (52 reviews) ✓ Verified | 

#### Features

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Voicemail to Email** | Not enough data | 8.6 (39 reviews) | 
| **Voicemail to SMS** | Feature Not Available | 8.1 (33 reviews) | 
| **File Sharing** | Not enough data | 8.2 (35 reviews) ✓ Verified | 
| **Voice Conferencing** | Not enough data | 9.2 (36 reviews) ✓ Verified | 
| **Video Conferencing** | Not enough data | 8.9 (33 reviews) ✓ Verified | 
| **Conference Transcripts** | Not enough data | Feature Not Available | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | 7.5/10 | 52 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 7.2 (20 reviews) | 
| **Contextual Response Generation** | Not enough data | 7.0 (22 reviews) | 
| **Sentiment Analysis** | Not enough data | 6.9 (22 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 7.2 (20 reviews) | 
| **Multilingual Support** | Not enough data | 7.3 (23 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 6.9 (19 reviews) | 
| **Feedback Collection** | Not enough data | 7.8 (20 reviews) | 
| **Escalation Handling** | Not enough data | 8.2 (20 reviews) | 
| **Workflow Optimization** | Not enough data | 8.4 (29 reviews) | 

#### Automation

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.6 (27 reviews) | 
| **Feedback Collection** | Not enough data | 8.3 (21 reviews) | 
| **Document Processing** | Not enough data | 7.5 (19 reviews) | 

#### Autonomy

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 6.6 (22 reviews) | 
| **Adaptive Responses** | Not enough data | 6.7 (21 reviews) | 
| **Task Execution** | Not enough data | 7.3 (22 reviews) | 
| **Problem Solving** | Not enough data | 7.2 (20 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Communications Manager (CallManager)** | N/A | N/A |
| **Genesys Cloud CX** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [VoIP Providers](https://www.g2.com/categories/voip-providers)

**Unique to Cisco Unified Communications Manager (CallManager) (1):** [Audio Conferencing Software](https://www.g2.com/categories/audio-conferencing)

**Unique to Genesys Cloud CX (18):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Contact Center Software](https://www.g2.com/categories/contact-center), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)


---
## Reviewer Demographics

### By Company Size

| Segment | Cisco Unified Communications Manager (CallManager) | Genesys Cloud CX | 
|---|---|---|
| **Small-Business** | 6.7% | 13.8% | 
| **Mid-Market** | 50.0% | 46.1% | 
| **Enterprise** | 43.3% | 40.1% | 

### By Industry

#### Cisco Unified Communications Manager (CallManager)

- **Higher Education:** 15.4%
- **Information Technology and Services:** 13.5%
- **Computer Software:** 7.7%
- **Government Administration:** 4.8%
- **Telecommunications:** 4.8%
- **Insurance:** 4.8%
- **Hospital & Health Care:** 3.8%
- **Oil & Energy:** 3.8%
- **Banking:** 2.9%
- **Machinery:** 2.9%
- **Other:** 35.6%

#### Genesys Cloud CX

- **Information Technology and Services:** 10.9%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.9%
- **Consumer Services:** 5.0%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.7%
- **Retail:** 3.6%
- **Other:** 42.8%

---
## Alternatives

### Alternatives to Cisco Unified Communications Manager (CallManager)

- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1406 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Mitel](https://www.g2.com/products/mitel/reviews) — 3.8/5 stars (235 reviews)
- [Vonage Business Communications](https://www.g2.com/products/vonage-business-communications/reviews) — 4.3/5 stars (504 reviews)
- [Asterisk](https://www.g2.com/products/asterisk/reviews) — 4.6/5 stars (59 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews)
- [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) — 4.5/5 stars (56487 reviews)
- [Twilio](https://www.g2.com/products/twilio/reviews) — 4.1/5 stars (528 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4196 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3584 reviews)

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2532 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1847 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1615 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1406 reviews)

---
## Top Discussions

### Cisco Unified Communications Manager (CallManager)

No discussions available for this product.

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows..."
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/cisco-unified-communications-manager-callmanager-vs-genesys-cloud-cx)