What users are saying about
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Top Rated
463 Ratings
24 Ratings
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Score 8.4 out of 100

Gong.io

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Top Rated
463 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.2 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

Gong.io

Gong.io is very well suited to call tracking, call recording, and all of the follow-up details. It is not itself a CRM or a central database for client or contractual information, but it does provide the best infrastructure for tracking customer interactions and building a platform for future interactions. It is an ideal historical source for calls, and functionality in the last 10-12 months alone has continued to evolve and improve.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Gong.io

  • Conversation breakdown - filler words, talking to fast, talking too much relative to customer
  • Detailed transcript - some words are off, but being able to ctrl F a call to find a specific detail is huge
  • Search - maybe I want to listen to how a rep on a different team talked about a product, easily search the product name or other relevant words to find a call recording on the desired topic
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

Gong.io

  • More apps to integrate with for example we had to switch from Freshcaller to outreach to use gong.
  • There appears to be a 4-5 hrs lag for calls from outreach to reflect on [Gong.io]. Real time would help for user adoption
Anonymous | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Gong.io

Gong.io 8.5
Based on 182 answers
They have been very attentive and always communicating with us. They also are great at scheduling calls for training purposes and helping new members of my team. In that aspect I have nothing but great things to say, they are responsive, attentive and always willing to help. I really like working with them.
Tavi Carvajal | 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

Gong.io

I did not personally use this platform since we have exclusively used [Gong.io] but from what I have heard from my constituents and coworkers was that it was less robust and feature rich than what [Gong.io] has to offer. Unfortunately, I can not provide much more insight into what the differentiators and product feature gaps are between the two platforms.
William (Matt) Wood | 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

Gong.io

  • It has increased our ability to see where each member of the team is coachable.
  • Being able to send a copy of the demo's my company holds to the client after the fact has increased the close rate and decreased the time it takes. If a person was unable to attend the Demo they are still able to see and hear all of the topics discussed.
Anonymous | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

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

Gong.io

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Gong.io
8.9

Support Rating

Webex Contact Center
Gong.io
8.5

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