What users are saying about
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Top Rated
704 Ratings
49 Ratings
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Score 9.4 out of 100

Gong

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Top Rated
704 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.3 out of 100

Feature Set Ratings

    Contact Center Software

    9.1

    Webex Contact Center

    91%

    Gong

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.8
    88%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    Gong

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.7

    Webex Contact Center

    97%
    12 Ratings
    9.4

    Gong

    94%
    390 Ratings

    Likelihood to Renew

    Webex Contact Center

    N/A
    0 Ratings
    9.0

    Gong

    90%
    7 Ratings

    Usability

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    157 Ratings

    Availability

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Performance

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Support Rating

    Webex Contact Center

    N/A
    0 Ratings
    9.4

    Gong

    94%
    188 Ratings

    Implementation Rating

    Webex Contact Center

    N/A
    0 Ratings
    7.7

    Gong

    77%
    4 Ratings

    Configurability

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Contract Terms and Pricing Model

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Ease of integration

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Product Scalability

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Vendor post-sale

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Vendor pre-sale

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Likelihood to Recommend

    Cisco

    It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
    Read full review

    Gong.io

    Gong is well suited when you have a team handling multiple types of calls both in terms of meetings vs cold calls as well as platforms, e.g., Google Meet, Teams, and Outreach/Salesloft. It is good for orgs where they need to build out sales enablement fast - as you can create libraries of similar calls focused on a specific use case. It is also good for orgs that are scaling and finding their product fit or adapting to the market - since non client facing teams like product and engineering can also hear what the customers are saying via keyword matches, without needing to watch whole calls or attend. It is not so well suited to teams in orgs where you have all reps using the same script, know your customer inside out and have everyone doing exactly the same thing. As in this scenario, it is quite expensive. If everyone is already rowing in the same direction for the company - it's perhaps not so essential.
    Read full review

    Pros

    Cisco

    • Simple and easy to use dashboard
    • Auto generation of transcripts
    • AI supporting the operator as a virtual assistant
    • Well suited for a large number of user
    • Customer support
    Read full review

    Gong.io

    • Alerts to let you know moments that matter in calls
    • The UI is super easy to explore and intuitive so you don't need much training
    • It helps us collaborate across borders
    • the mobile app is helpful when you're on the move
    Read full review

    Cons

    Cisco

    • The chat space could be improved within the call rooms to be able to share quick writings.
    • In international calls there are usually failures, especially audio.
    • Being able to have an unlimited number of users at the same time in basic rooms.
    Read full review

    Gong.io

    • Notes in app - there needs to be an option to download your notes or a better formatted copy/paste for this function.
    • Transcript - make this downloadable so it can be copied/pasted/reformatted for CSM's who have to input notes into other systems.
    Read full review

    Pricing Details

    Webex Contact Center

    Starting Price

    Editions & Modules

    Webex Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talk to Expert

      Gong

      Starting Price

      Editions & Modules

      Gong editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        Cisco

        No answers on this topic

        Gong.io

        I gave this rating because Gong is the best Conversation Intelligence software in the Marketing. It is efficient, user-friendly and easy to integrate
        Read full review

        Usability

        Cisco

        No answers on this topic

        Gong.io

        It would be nice if the call recording was available more quickly after each call. I need to wait 10-15 minutes after the call for the recording to be available so that I can send it to the customer. It would also be nice if it was easier to auto-tag calls and sort them automatically into folders.
        Read full review

        Support Rating

        Cisco

        No answers on this topic

        Gong.io

        I give them a 10 because, I have been using Gong for over a year now and have never had issues or concerns go un resolved in a day or two. Their communication is impeccable and their tech support is very hands on and prompt
        Read full review

        Implementation Rating

        Cisco

        No answers on this topic

        Gong.io

        I wasn't part of the team that implemented. I tapped "eight" above, because an alert appeared in the screen saying that this question was required.
        Read full review

        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.
        Read full review

        Gong.io

        Salesforce CMS captures my call data and notes that I include in the records, but it does not record the call and provide the specific data that Gong does. Gong does a nice job of giving me the specifics needed to make changes moving forward.
        Read full review

        Contract Terms and Pricing Model

        Cisco

        No answers on this topic

        Gong.io

        I was not involved with the process
        Read full review

        Professional Services

        Cisco

        No answers on this topic

        Gong.io

        I was not involved with the process
        Read full review

        Return on Investment

        Cisco

        • It doesn't take a lot of investment to train new Webex users.
        • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
        • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
        Read full review

        Gong.io

        • Time savings because I get pinged when I need to follow up with a client
        • Revenue expansion because I can identify upsell opportunities really easily
        • Alignment between my team and leadership as they can see exactly where a conversation went - what went well & what went poorly, etc.
        Read full review

        Screenshots

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