Webex Contact Center vs. Gainsight CS

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 9.2 out of 10
N/A
Cisco 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
Gainsight CS
Score 8.2 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Pricing
Webex Contact CenterGainsight CS
Editions & Modules
No answers on this topic
Subscription
$2,500
Per Company Per Month
Offerings
Pricing Offerings
Webex Contact CenterGainsight CS
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterGainsight CS
Top Pros
Top Cons
Features
Webex Contact CenterGainsight CS
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
9.1
10 Ratings
Gainsight CS
-
Ratings
Agent dashboard9.610 Ratings00 Ratings
Validate callers8.810 Ratings00 Ratings
Outbound response9.48 Ratings00 Ratings
Call forwarding9.09 Ratings00 Ratings
Click-to-call (CTC)9.29 Ratings00 Ratings
Warm transfer9.810 Ratings00 Ratings
Predictive dialing8.47 Ratings00 Ratings
Interactive voice response9.49 Ratings00 Ratings
REST APIs8.69 Ratings00 Ratings
Call scripts8.010 Ratings00 Ratings
Call tracking9.010 Ratings00 Ratings
Multichannel integration9.610 Ratings00 Ratings
CRM software integration9.810 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
9.4
10 Ratings
Gainsight CS
-
Ratings
Inbound call routing9.09 Ratings00 Ratings
Omnichannel inbound routing9.610 Ratings00 Ratings
Recording9.610 Ratings00 Ratings
Quality management9.69 Ratings00 Ratings
Call analytics9.810 Ratings00 Ratings
Historical reporting8.210 Ratings00 Ratings
Live reporting9.69 Ratings00 Ratings
Customer surveys9.29 Ratings00 Ratings
Customer interaction analytics9.69 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Webex Contact Center
-
Ratings
Gainsight CS
6.8
157 Ratings
Role-based user permissions00 Ratings6.8157 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Webex Contact Center
-
Ratings
Gainsight CS
7.8
196 Ratings
API00 Ratings8.1114 Ratings
Integration with Salesforce.com00 Ratings9.3195 Ratings
Integration with Marketo00 Ratings7.047 Ratings
Integration with Eloqua00 Ratings6.918 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Webex Contact Center
-
Ratings
Gainsight CS
8.1
197 Ratings
Product usage00 Ratings8.0187 Ratings
Help desk / support tickets00 Ratings8.3158 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Webex Contact Center
-
Ratings
Gainsight CS
7.6
208 Ratings
NPS surveys00 Ratings8.7161 Ratings
Sponsor tracking00 Ratings2.4153 Ratings
Customer profiles00 Ratings8.0186 Ratings
Automated workflow00 Ratings9.0200 Ratings
Internal collaboration00 Ratings7.0186 Ratings
Customer health scoring00 Ratings8.8201 Ratings
Customer segmentation00 Ratings9.0169 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Webex Contact Center
-
Ratings
Gainsight CS
8.5
206 Ratings
Customer health trends00 Ratings8.8188 Ratings
Engagement analytics00 Ratings8.0167 Ratings
Revenue forecasting00 Ratings8.8104 Ratings
Dashboards00 Ratings8.3203 Ratings
User Ratings
Webex Contact CenterGainsight CS
Likelihood to Recommend
9.6
(10 ratings)
8.9
(213 ratings)
Likelihood to Renew
-
(0 ratings)
6.8
(14 ratings)
Usability
-
(0 ratings)
8.2
(15 ratings)
Availability
-
(0 ratings)
8.2
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
-
(0 ratings)
8.7
(253 ratings)
Online Training
-
(0 ratings)
5.5
(2 ratings)
Implementation Rating
-
(0 ratings)
6.3
(12 ratings)
Configurability
-
(0 ratings)
6.4
(2 ratings)
Product Scalability
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.4
(2 ratings)
User Testimonials
Webex Contact CenterGainsight CS
Likelihood to Recommend
Cisco
In situations like an online class with a student number of 600-1000, multiple questions can be asked during the session. Teaching Assistants (TA) can help the Professor by answering the questions asked and engaging with the students. This platform is ideal when there are a large number of users/Students/customers who want answers to their questions quickly. For a smaller number of users, the platform may not justify the price.
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Gainsight
My favorite thing about working with Gainsight CS is the thought leadership they inspire. Sure, I like the product too. But the value I've gotten from Gainsight CS is partnering with my account team there to understand recommendations and best practices within the CS industry. I've attended their annual conference multiple years to soak in the great content and let it help shape our business decisions. Their blog and webinars are insightful and offer tactical approaches to help improve relationships with customers through the use of Gainsight CS. It's not just about the product but the brand and Gainsight CS's willingness to inspire the industry and be a leader in customer success.
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Pros
Cisco
  • You are available to all collaborators.
  • There is no interference between communications.
  • Company email can be used to log in, no special one is required.
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Gainsight
  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
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Cons
Cisco
  • WebRTC option to answer call right out of the browser is a sought after option.
  • Hybrid model with on-prem contact center with more reporting options
  • CTI integration for granular control of call with Cisco Webex Teams Client
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Gainsight
  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
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Likelihood to Renew
Cisco
No answers on this topic
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
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Usability
Cisco
No answers on this topic
Gainsight
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
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Performance
Cisco
No answers on this topic
Gainsight
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
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Support Rating
Cisco
No answers on this topic
Gainsight
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
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Online Training
Cisco
No answers on this topic
Gainsight
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
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Implementation Rating
Cisco
No answers on this topic
Gainsight
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building. Start simple. Validate and adjust for continuous improvement. Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
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Alternatives Considered
Cisco
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
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Gainsight
Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
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Return on Investment
Cisco
  • So far, we've had no complaints from agents and supervisors.
  • Not sure how long we will use this product. It seems very immature.
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Gainsight
  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
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