What users are saying about
25 Ratings
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Score 8.4 out of 100
402 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Gainsight Customer Cloud
Agent dashboard
Webex Contact Center
7.7
Gainsight Customer Cloud
Validate callers
Webex Contact Center
8.9
Gainsight Customer Cloud
Outbound response
Webex Contact Center
8.8
Gainsight Customer Cloud
Call forwarding
Webex Contact Center
9.1
Gainsight Customer Cloud
Click-to-call (CTC)
Webex Contact Center
8.8
Gainsight Customer Cloud
Warm transfer
Webex Contact Center
7.7
Gainsight Customer Cloud
Predictive dialing
Webex Contact Center
8.3
Gainsight Customer Cloud
Interactive voice response
Webex Contact Center
9.1
Gainsight Customer Cloud
REST APIs
Webex Contact Center
9.1
Gainsight Customer Cloud
Call scripts
Webex Contact Center
7.3
Gainsight Customer Cloud
Call tracking
Webex Contact Center
7.9
Gainsight Customer Cloud
Multichannel integration
Webex Contact Center
7.7
Gainsight Customer Cloud
CRM software integration
Webex Contact Center
7.9
Gainsight Customer Cloud

Workforce Optimization (WFO)

Webex Contact Center
8.6
Gainsight Customer Cloud
Inbound call routing
Webex Contact Center
9.1
Gainsight Customer Cloud
Omnichannel inbound routing
Webex Contact Center
8.5
Gainsight Customer Cloud
Recording
Webex Contact Center
7.5
Gainsight Customer Cloud
Quality management
Webex Contact Center
9.1
Gainsight Customer Cloud
Call analytics
Webex Contact Center
7.7
Gainsight Customer Cloud
Historical reporting
Webex Contact Center
7.9
Gainsight Customer Cloud
Live reporting
Webex Contact Center
9.1
Gainsight Customer Cloud
Customer surveys
Webex Contact Center
9.1
Gainsight Customer Cloud
Customer interaction analytics
Webex Contact Center
9.1
Gainsight Customer Cloud

Security

Webex Contact Center
Gainsight Customer Cloud
7.7
Role-based user permissions
Webex Contact Center
Gainsight Customer Cloud
7.7

Platform & Infrastructure

Webex Contact Center
Gainsight Customer Cloud
8.7
API
Webex Contact Center
Gainsight Customer Cloud
8.4
Integration with Salesforce.com
Webex Contact Center
Gainsight Customer Cloud
9.0
Integration with Marketo
Webex Contact Center
Gainsight Customer Cloud
8.7
Integration with Eloqua
Webex Contact Center
Gainsight Customer Cloud
8.7

Customer Data Extraction / Integration

Webex Contact Center
Gainsight Customer Cloud
8.4
Product usage
Webex Contact Center
Gainsight Customer Cloud
8.4
Help desk / support tickets
Webex Contact Center
Gainsight Customer Cloud
8.4

Customer Success Management

Webex Contact Center
Gainsight Customer Cloud
8.6
NPS surveys
Webex Contact Center
Gainsight Customer Cloud
8.3
Sponsor tracking
Webex Contact Center
Gainsight Customer Cloud
8.1
Customer profiles
Webex Contact Center
Gainsight Customer Cloud
8.6
Automated workflow
Webex Contact Center
Gainsight Customer Cloud
8.8
Internal collaboration
Webex Contact Center
Gainsight Customer Cloud
8.1
Customer health scoring
Webex Contact Center
Gainsight Customer Cloud
9.4
Customer segmentation
Webex Contact Center
Gainsight Customer Cloud
9.2

CSM Reporting & Analytics

Webex Contact Center
Gainsight Customer Cloud
9.2
Customer health trends
Webex Contact Center
Gainsight Customer Cloud
9.2
Engagement analytics
Webex Contact Center
Gainsight Customer Cloud
8.5
Revenue forecasting
Webex Contact Center
Gainsight Customer Cloud
9.4
Dashboards
Webex Contact Center
Gainsight Customer Cloud
9.4

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

Gainsight Customer Cloud

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.8
Based on 14 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 8.7
Based on 14 answers
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.
Ben Michael | TrustRadius Reviewer

Performance

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 2 answers
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
Greg Haugen | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 7.7
Based on 254 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 5.5
Based on 2 answers
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
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.3
Based on 12 answers
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.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | TrustRadius Reviewer

Gainsight Customer Cloud

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Webex Contact Center Editions & Modules

Additional Pricing Details

Gainsight Customer Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$2,5001
  1. Per Company Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Gainsight Customer Cloud
8.4

Likelihood to Renew

Webex Contact Center
Gainsight Customer Cloud
6.8

Usability

Webex Contact Center
Gainsight Customer Cloud
8.7

Reliability and Availability

Webex Contact Center
Gainsight Customer Cloud
8.2

Performance

Webex Contact Center
Gainsight Customer Cloud
6.4

Support Rating

Webex Contact Center
Gainsight Customer Cloud
7.7

Online Training

Webex Contact Center
Gainsight Customer Cloud
5.5

Implementation Rating

Webex Contact Center
Gainsight Customer Cloud
6.3

Scalability

Webex Contact Center
Gainsight Customer Cloud
7.3

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