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Genesys Cloud CX vs. Webex Contact Center

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Genesys Cloud CX

757 Reviews and Ratings

Webex Contact Center

122 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    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

    Webex Contact Center

    Score9 out of 10
    		N/ACisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
    Pricing
    Genesys Cloud CXWebex Contact Center
    Editions & Modules
    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
    No answers on this topic
    Offerings
    Pricing Offerings
    Genesys Cloud CXWebex Contact Center
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional DetailsPricing plans can also be billed hourly.—
    More Pricing Information
    Community Pulse
    Genesys Cloud CXWebex Contact Center
    Considered Both Products
    Genesys
    Verified User
    Chose Genesys Cloud CX
    My company resells both Genesys Cloud and Cisco Webex Contact Center (CJP). When comparing the two solutions, the Genesys Cloud solution has more included features, such as WFM, and is more open on its telephony interaction availability. Cisco Webex Contact Center is …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Genesys Cloud CX is all-in-one solution for most of our customer. It does more in less & hence is one of the top 3 choices. Automation and efficiency contribute to positive ROI. AI-driven predictive routing reduces wait times and enhances customer satisfaction. Cloud-based …
    Incentivized
    Ali Kazempour
    Information Technology Adviser in Information Technology at AZEREX LLC. (Information Technology & Services, 1-10 employees)
    Chose Genesys Cloud CX
    Today, companies that can properly use artificial intelligence in their products are more successful than others and Genesys Cloud has great Ai and nice chatbots.
    Incentivized
    Cisco
    Verified User
    Chose Webex Contact Center
    In my opinion, Webex Contact Center can compete with Five9 Contact Center for small, less complex CX environments. Issue is when you are looking for a more complex, cloud base cx application, Five9 is more a better fit becuase of its maturity in the industry and how it can …
    Incentivized
    Verified User
    Chose Webex Contact Center
    I think in general, they're all great products, I can't really say one is better than the other. I think building flows is somewhat easier in Webex Contact Center compared to the other two. Webex Contact Center was lacking some advanced features mainly in the AI and agent …
    Incentivized
    Verified User
    Chose Webex Contact Center
    The Webex Contact Center is somewhat on par with the feature set provided by Genesis Cloud. These are enterprise grade business solutions and provides rich end to end features. The Cisco solution works very in well within native Cisco environments and with the Cisco ecosystem. …
    Incentivized
    Verified User
    Chose Webex Contact Center
    We trialed a fair few starting from anywhere, Microsoft 365 Call Center, the Genesys, 8x8 Contact Center. Some of the on-premise stuff. I think when it comes to the licensing model and just the flexibility of things, WebEx Center was a standout.
    Incentivized
    Mike Martinez
    KEY ACCOUNT MANAGER- Sales and Marketing in Sales at CIBERC (Computer & Network Security, 201-500 employees)
    Chose Webex Contact Center
    I'll say Webex suite is a complete All-in one collaboration solution, that helps our company to succeed in what we do.
    Incentivized
    Verified User
    Chose Webex Contact Center
    Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact …
    Incentivized
    Verified User
    Chose Webex Contact Center
    Within range
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys Cloud CXWebex Contact Center
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Webex Contact Center
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Webex Contact Center
    7.9
    34 Ratings
    Agent dashboard8.6394 Ratings9.233 Ratings
    Validate callers9.0346 Ratings9.132 Ratings
    Outbound response9.0308 Ratings5.927 Ratings
    Call forwarding8.6334 Ratings8.732 Ratings
    Click-to-call (CTC)8.8269 Ratings8.429 Ratings
    Warm transfer9.2381 Ratings8.833 Ratings
    Predictive dialing8.8226 Ratings5.421 Ratings
    Interactive voice response9.0327 Ratings8.127 Ratings
    REST APIs7.8275 Ratings7.929 Ratings
    Call scripts8.0305 Ratings8.528 Ratings
    Call tracking8.8371 Ratings8.431 Ratings
    Multichannel integration8.4300 Ratings7.130 Ratings
    CRM software integration8.5290 Ratings7.230 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Cloud CX and Webex Contact Center
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Webex Contact Center
    7.9
    31 Ratings
    Inbound call routing8.5366 Ratings7.829 Ratings
    Omnichannel inbound routing8.9283 Ratings8.027 Ratings
    Recording9.2371 Ratings9.029 Ratings
    Quality management8.9340 Ratings8.826 Ratings
    Call analytics8.9350 Ratings7.527 Ratings
    Historical reporting8.2365 Ratings8.929 Ratings
    Live reporting8.7360 Ratings7.729 Ratings
    Customer surveys7.7221 Ratings6.927 Ratings
    Customer interaction analytics9.0265 Ratings6.324 Ratings
    User Ratings
    Genesys Cloud CXWebex Contact Center
    Likelihood to Recommend
    8.6
    (434 ratings)
    8.8
    (36 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    8.2
    (1 ratings)
    Usability
    8.6
    (69 ratings)
    8.5
    (12 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    6.2
    (100 ratings)
    -
    (0 ratings)
    In-Person Training
    8.7
    (5 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (11 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    -
    (0 ratings)
    Configurability
    9.1
    (6 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.9
    (15 ratings)
    -
    (0 ratings)
    Ease of integration
    8.9
    (8 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (7 ratings)
    -
    (0 ratings)
    Professional Services
    7.6
    (12 ratings)
    -
    (0 ratings)
    Vendor post-sale
    7.3
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.8
    (9 ratings)
    -
    (0 ratings)