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Top Rated
384 Ratings
24 Ratings
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Score 8.4 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
384 Ratings
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Score 7.9 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

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is the right tool to set up a medium contact center platform. Easy and intuitive to handle. Good if your centers using it have good internet comms (webRTC). Not well updated for legacy setups by using softphones or old channels like emails.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Agent dashboard
Webex Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Validate callers
Webex Contact Center
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Outbound response
Webex Contact Center
8.8
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call forwarding
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Click-to-call (CTC)
Webex Contact Center
8.8
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Warm transfer
Webex Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Predictive dialing
Webex Contact Center
8.3
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.8
REST APIs
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call scripts
Webex Contact Center
7.3
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Call tracking
Webex Contact Center
7.9
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Multichannel integration
Webex Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
8.0
CRM software integration
Webex Contact Center
7.9
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Workforce Optimization (WFO)

Webex Contact Center
8.6
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Inbound call routing
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Omnichannel inbound routing
Webex Contact Center
8.5
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Recording
Webex Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Quality management
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Call analytics
Webex Contact Center
7.7
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Historical reporting
Webex Contact Center
7.9
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Live reporting
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Customer interaction analytics
Webex Contact Center
9.1
Genesys Cloud CX (formerly Genesys Cloud)
7.5

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

Genesys Cloud CX (formerly Genesys Cloud)

  • Extremely customizable setup with endless possibility of integrations and call flows.
  • Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
  • Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.
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

Genesys Cloud CX (formerly Genesys Cloud)

  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.3
Based on 17 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.1
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 9.0
Based on 2 answers
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Nikos Papakonstantinou | TrustRadius Reviewer

Online Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 4 answers
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
Nikos Papakonstantinou | TrustRadius Reviewer

Implementation Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | 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

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Webex Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | 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

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
  • Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
  • Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.
Jawad Hammash | 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

Genesys Cloud CX (formerly Genesys Cloud)

General

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

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.3

Usability

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.1

In-Person Training

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
9.0

Online Training

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Implementation Rating

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Scalability

Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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