What users are saying about
29 Ratings
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Score 8.2 out of 100
28 Ratings
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Score 8 out of 100

Attribute Ratings

  • Cisco Webex Experience Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.6

Cisco Webex Experience Management

86%
10 Ratings
7.4

Gainsight PX

74%
15 Ratings

Likelihood to Renew

Cisco Webex Experience Management

N/A
0 Ratings
8.2

Gainsight PX

82%
1 Rating

Usability

8.2

Cisco Webex Experience Management

82%
1 Rating

Gainsight PX

N/A
0 Ratings

Support Rating

8.2

Cisco Webex Experience Management

82%
1 Rating
7.2

Gainsight PX

72%
18 Ratings

Ease of integration

Cisco Webex Experience Management

N/A
0 Ratings
7.9

Gainsight PX

79%
7 Ratings

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
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Gainsight

Gainsight PX is great for collecting metrics for an existing website or web app, without needing to do too much adaptation, especially if you have someone to maintain it that's not a developer, and your development resources are expensive - since Gainsight can backfill events, and new events can be configured without code changes, it makes it ideal for teams where the Product can take over this whole operation for the most part, and only ask for developer time when they need to, but not most of the time. Note that this will only give you relatively high-level events - e.g. clicks in a specific URL, without more custom metadata that may be relevant.
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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.
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Gainsight

  • Mapping your product is easier with PX than with Google Analytics (mapping your product makes usage data appear as hits on mapped URLs, buttons, etc)
  • PX is good at showing simple messaging popups to customers.
  • PX Badge functionality—a persistent hover- and click-enabled popup launcher, positioned on select pages and attached to select elements—works well as a self-serve resource for users. It can be unobtrusive yet right there when needed.
  • PX modal content is fully editable HTML with plenty of flexibility.
  • Audience filters are really powerful. You can target users by many built-in and dev-configurable attributes, like device-type (which helped me work with mobile web users), browser, account, parts of the application visited/used in the last day, and many more.
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Cons

Cisco

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

  • 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.
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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 PX

Starting Price

$0 100 or less MAUs (Monthly Active Users)

Editions & Modules

Gainsight PX editions and modules pricing
EditionModules
Starter (Free)01
StarterStarting at $400/M2
GrowthCustom3

Footnotes

  1. 100 or less MAUs (Monthly Active Users)
  2. 500+ MAUs (Monthly Active Users)
  3. Per MAUs (Monthly Active Users) and more

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Cisco

No answers on this topic

Gainsight

I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
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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
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Gainsight

No answers on this topic

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.
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Gainsight

Support is often a bit slow in fixing issues raised. They will immediately respond to your ticket saying "We're handling it", but actually handling it can take several weeks. So you need to manage your expectations that support is not real-time.
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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.
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Gainsight

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.
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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.
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Gainsight

  • 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.
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Screenshots

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