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Cisco Webex Contact Center vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

No sentiment score available
Sentiment score
7.6
Genesys Cloud CX support is generally helpful, though service level can vary by region, client size, and setup type.
 

Room For Improvement

No sentiment score available
Sentiment score
4.4
Genesys Cloud CX needs enhancements in automation, customization, AI, faster configuration, autonomy, pricing, and technical support.
There is room for improvement in the solution's pricing structure.
 

Scalability Issues

No sentiment score available
Sentiment score
7.7
Genesys Cloud CX offers user-friendly scalability, efficiently adapting to large-scale call centers with high satisfaction and minimal disruption.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
 

Setup Cost

No sentiment score available
Sentiment score
3.7
Genesys Cloud CX offers scalable, negotiable pricing; valued features outweigh costs, with flexible pay-as-you-go options enhancing competitiveness.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
 

Stability Issues

No sentiment score available
Sentiment score
7.6
Genesys Cloud CX, backed by AWS, offers high stability and reliability with minimal downtime and quick issue resolution.
 

Valuable Features

No sentiment score available
Sentiment score
7.8
Genesys Cloud CX offers reliable, cost-effective contact center solutions with seamless integrations, advanced features, and comprehensive reporting capabilities.
The integration of CTI within the IT system is a particularly valuable feature.
 

Categories and Ranking

Cisco Webex Contact Center
Ranking in Contact Center as a Service (CCaaS)
4th
Average Rating
9.0
Reviews Sentiment
7.0
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Genesys Cloud CX
Ranking in Contact Center as a Service (CCaaS)
1st
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
11
Ranking in other categories
Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (6th)
 

Mindshare comparison

As of November 2024, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 12.3%, down from 20.4% compared to the previous year. The mindshare of Genesys Cloud CX is 23.1%, down from 23.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

Featured Reviews

Rayyan Saeed - PeerSpot reviewer
A low-priced product that offers great scalability options
With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop. With Cisco Webex Contact Center, only one screen works when I try to share the screen, making it the area where improvements are required. With Cisco Webex Contact Center, when I use the screen's sharing capabilities, I am stuck on one tab and can't view everything at once.
ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
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Use our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.
816,636 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
20%
Healthcare Company
11%
Financial Services Firm
10%
Government
7%
Educational Organization
21%
Financial Services Firm
12%
Computer Software Company
12%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Cisco Webex Contact Center?
The central management tool, Control Hub, holds significant value for the management team.
What is your experience regarding pricing and costs for Cisco Webex Contact Center?
Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas s...
What needs improvement with Cisco Webex Contact Center?
Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in ...
Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
What is your experience regarding pricing and costs for Genesys Cloud?
Pricing is rather expensive. Integration capabilities are costly and not easy.
 

Also Known As

CC-One, BroadSoft CC-One
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Learn More

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Overview

 

Sample Customers

AON, Office Depot, American Red Cross
1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Find out what your peers are saying about Cisco Webex Contact Center vs. Genesys Cloud CX and other solutions. Updated: October 2024.
816,636 professionals have used our research since 2012.