What users are saying about
24 Ratings
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Score 8.4 out of 100
23 Ratings
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Score 8.9 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 PX

If you have short simple messages that need to go out in precise situations, and you want to see who has seen what messages, PX works very well. If you want to see what a user does in your software, PX shows a log (through all mapped parts of your software, and through each URL). You can display a path of all users with a common start or endpoint (to assess user flow). But it often feels like important context is missing: how long did they take in each spot, how'd they move their cursor, where were they reading—these remain big gaps. If you have simple surveys to send, you can target these with the same level of precision as PX messages.
Michael Wohlwend | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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 PX

  • Setting up a new campaign is a step by step process that you are lead through by the application.
  • Analytics are right there on the campaign that is currently active. You also have the ability to filter on the data to obtain additional information.
  • There is the ability to run multiple campaigns at the same time. This allows for the ability to be very focused by account.
Helene Tapper | 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 PX

  • Generate reports based on predefined segments is not possible. This is essential for us for creating an onboarding workflow.
  • On-screen guides randomly lose their mapping and need re-calibration. This might be due to our application responsive technology.
  • Missing customization on certain engagements - Creating a delay is not possible for all types which is needed.
Oded Wilder | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight PX

Gainsight PX 8.2
Based on 1 answer
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
Helene Tapper | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Gainsight PX

Gainsight PX 7.8
Based on 13 answers
Technical support is responsive but takes a very long time to actually fix issues and bugs. I've spent a lot of time on the phone with their support team trying to help them solve issues. The Customer Success team is not as supportive as I imagined; I have not had any regular contact with my CSM.
Anonymous | 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 PX

ChurnZero is similar in its NPS and walk-through abilities as is user IQ but neither fits in the exact same category. Px is unique to anything I've used for the data extraction it offers. It's not a CS tool like those I mentioned but it is easily the best in terms of tracking customer behavior on our platform.
David Jensen | 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 PX

  • We have become more data-driven as a whole. Rather than just making assumptions based on gut feeling, we back that up with data.
  • We have become more aware of features that are 1) used way more than we thought, and 2) features that don't get touched.
  • We have been able to find examples of innovative ways users are engaging with our product.
Julie Pinto | 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 PX

General

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

Gainsight PX Editions & Modules

Edition
Starter (Free)$01
StarterStarting at $400/M2
GrowthCustom3
  1. 100 or less MAUs (Monthly Active Users)
  2. 500+ MAUs (Monthly Active Users)
  3. Per MAUs (Monthly Active Users) and more
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Gainsight PX
7.9

Likelihood to Renew

Webex Contact Center
Gainsight PX
8.2

Support Rating

Webex Contact Center
Gainsight PX
7.8

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