29 Ratings
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Score 8.2 out of 100
408 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Security

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    6.2

    Gainsight Customer Cloud

    62%
    Gainsight Customer Cloud ranks higher in 1/1 features

    Role-based user permissions

    N/A
    0 Ratings
    6.2
    62%
    156 Ratings

    Platform & Infrastructure

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.0

    Gainsight Customer Cloud

    80%
    Gainsight Customer Cloud ranks higher in 4/4 features

    API

    N/A
    0 Ratings
    8.4
    84%
    113 Ratings

    Integration with Salesforce.com

    N/A
    0 Ratings
    9.6
    96%
    194 Ratings

    Integration with Marketo

    N/A
    0 Ratings
    7.0
    70%
    47 Ratings

    Integration with Eloqua

    N/A
    0 Ratings
    6.9
    69%
    18 Ratings

    Customer Data Extraction / Integration

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.2

    Gainsight Customer Cloud

    82%
    Gainsight Customer Cloud ranks higher in 2/2 features

    Product usage

    N/A
    0 Ratings
    8.0
    80%
    187 Ratings

    Help desk / support tickets

    N/A
    0 Ratings
    8.4
    84%
    158 Ratings

    Customer Success Management

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.4

    Gainsight Customer Cloud

    84%
    Gainsight Customer Cloud ranks higher in 7/7 features

    NPS surveys

    N/A
    0 Ratings
    8.2
    82%
    160 Ratings

    Sponsor tracking

    N/A
    0 Ratings
    7.9
    79%
    152 Ratings

    Customer profiles

    N/A
    0 Ratings
    8.0
    80%
    186 Ratings

    Automated workflow

    N/A
    0 Ratings
    9.0
    90%
    199 Ratings

    Internal collaboration

    N/A
    0 Ratings
    7.1
    71%
    186 Ratings

    Customer health scoring

    N/A
    0 Ratings
    9.6
    96%
    200 Ratings

    Customer segmentation

    N/A
    0 Ratings
    9.0
    90%
    169 Ratings

    CSM Reporting & Analytics

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    9.0

    Gainsight Customer Cloud

    90%
    Gainsight Customer Cloud ranks higher in 4/4 features

    Customer health trends

    N/A
    0 Ratings
    9.6
    96%
    187 Ratings

    Engagement analytics

    N/A
    0 Ratings
    8.0
    80%
    167 Ratings

    Revenue forecasting

    N/A
    0 Ratings
    8.8
    88%
    104 Ratings

    Dashboards

    N/A
    0 Ratings
    9.6
    96%
    202 Ratings

    Attribute Ratings

    • Cisco Webex Experience Management is rated higher in 1 area: Support Rating
    • Gainsight Customer Cloud is rated higher in 2 areas: Likelihood to Recommend, Usability

    Likelihood to Recommend

    8.6

    Cisco Webex Experience Management

    86%
    10 Ratings
    8.8

    Gainsight Customer Cloud

    88%
    212 Ratings

    Likelihood to Renew

    Cisco Webex Experience Management

    N/A
    0 Ratings
    6.8

    Gainsight Customer Cloud

    68%
    14 Ratings

    Usability

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    8.8

    Gainsight Customer Cloud

    88%
    14 Ratings

    Availability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    8.2

    Gainsight Customer Cloud

    82%
    2 Ratings

    Performance

    Cisco Webex Experience Management

    N/A
    0 Ratings
    6.4

    Gainsight Customer Cloud

    64%
    2 Ratings

    Support Rating

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    7.9

    Gainsight Customer Cloud

    79%
    252 Ratings

    Online Training

    Cisco Webex Experience Management

    N/A
    0 Ratings
    5.5

    Gainsight Customer Cloud

    55%
    2 Ratings

    Implementation Rating

    Cisco Webex Experience Management

    N/A
    0 Ratings
    6.3

    Gainsight Customer Cloud

    63%
    12 Ratings

    Configurability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    6.4

    Gainsight Customer Cloud

    64%
    1 Rating

    Product Scalability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    7.3

    Gainsight Customer Cloud

    73%
    1 Rating

    Vendor post-sale

    Cisco Webex Experience Management

    N/A
    0 Ratings
    6.4

    Gainsight Customer Cloud

    64%
    1 Rating

    Likelihood to Recommend

    Cisco

    Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
    Read full review

    Gainsight

    It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.
    Read full review

    Pros

    Cisco

    • Audio and video quality is amazing.
    • Screen sharing is easy.
    • Very secure connection.
    • Collaboration is made easy.
    • Easy access thanks to different versions available.
    Read full review

    Gainsight

    • C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
    • Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
    • Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
    Read full review

    Cons

    Cisco

    • No break out rooms[.]
    • Expensive relative to other similar products[.]
    • Video call is not effective as Zoom[.]
    • Ask to download client always[.]
    Read full review

    Gainsight

    • Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
    • Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
    • Journey orchestrator emails to have the ability to output tabular reports.
    Read full review

    Pricing Details

    Cisco Webex Experience Management

    Starting Price

    $0 Per Month / 50 Responses / 1 user

    Editions & Modules

    Cisco Webex Experience Management editions and modules pricing
    EditionModules
    FREE$01
    BASIC$252
    STANDARD$503
    PREMIUM$1004
    EASY12 ¢5
    ENTERPRISE$5006

    Footnotes

    1. Per Month / 50 Responses / 1 user
    2. Per Month / 200 Responses / 2 users
    3. Per Month / 500 Responses / 2 users
    4. Per Month / 1000 Responses / 4 users
    5. Per Response / Unlimited users
    6. Customized Usage Packages

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Gainsight Customer Cloud

    Starting Price

    $0 Per Company Per Month

    Editions & Modules

    Gainsight Customer Cloud editions and modules pricing
    EditionModules
    Subscription$2,5001

    Footnotes

    1. Per Company Per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Likelihood to Renew

    Cisco

    No answers on this topic

    Gainsight

    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.
    Read full review

    Usability

    Cisco

    No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
    Read full review

    Gainsight

    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.
    Read full review

    Performance

    Cisco

    No answers on this topic

    Gainsight

    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
    Read full review

    Support Rating

    Cisco

    Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
    Read full review

    Gainsight

    I advocate for Gainsight because of their support team. The Outcomes Managers and Technical Support teams are top notch. I have worked with a handful of different solutions engineers when I had a problem I wanted to solve, and they assisted me in a timely and professional manner. I am a huge fan of Gainsight for the support they offer!
    Read full review

    Online Training

    Cisco

    No answers on this topic

    Gainsight

    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
    Read full review

    Implementation Rating

    Cisco

    No answers on this topic

    Gainsight

    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.
    Read full review

    Alternatives Considered

    Cisco

    Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement, and address issues as they happen at any touchpoint of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touchpoints of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data, and ERP solutions.
    Read full review

    Gainsight

    There's really nothing like it that I've experienced, as this is one of my first positions within a Customer Success org. I've had quite a bit of experience in Adobe Creative Suite, and just how the features in those are complex, Gainsight has similar vibes-- that it takes a bit of experience to learn but once you know the complexities, the world is your oyster and possibilities are endless. I love that it's constantly innovating and challenging me to keep up with those changes. I cannot wait until the UX is perfect.
    Read full review

    Return on Investment

    Cisco

    • Improved on work speed and efficiency by working in great and organized teams.
    • Management of customer journey in an orderly way.
    • It cuts off some people from joining or participating in a meeting.
    Read full review

    Gainsight

    • 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.
    Read full review

    Screenshots

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