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Cisco Webex Contact Center vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024
 

Categories and Ranking

Cisco Webex Contact Center
Ranking in Contact Center as a Service (CCaaS)
4th
Average Rating
9.0
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
Nov 28, 2023
A low-priced product that offers great scalability options
I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things. With…
ABHAY MISRA - PeerSpot reviewer
Mar 27, 2024
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.

Quotes from Members

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

Pros

"I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"The integration of CTI within the IT system is a particularly valuable feature."
"Genesys Cloud is an excellent platform."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The stability is really good."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"The most valuable feature for me is the WFM tool."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
 

Cons

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"With the solution, I face issues when trying to use the screen share option."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"AI still needs improvement when it comes to predictive engagement."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
 

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
"The cost depends on the type of license based on your organization's requirements and can get expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
"The pricing is a bit expensive."
report
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Top Industries

By visitors reading reviews
Computer Software Company
21%
Healthcare Company
11%
Financial Services Firm
10%
Government
7%
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
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.
814,649 professionals have used our research since 2012.