What users are saying about
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Top Rated
262 Ratings
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Top Rated
351 Ratings

Webex (formerly Webex Teams)

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Top Rated
262 Ratings
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Score 8.1 out of 100

Genesys Cloud

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Top Rated
351 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Webex (formerly Webex Teams)

I think it's a great communications bundle for universities and other non-university employers. I was not a part of the decision-making team, but I'm assuming the University gets a great price since so many staff and faculty work here. It's very nice to allow staff enhanced mobility and flexibility for where they geographically work. It allows teams to stager their work schedules being at work or at home and not have to transport their work phone each time. Webex may not be the most beneficial when sharing lots of information that you may want to reference at a later time. The search feature is not as robust as I would prefer.
Taylor S. Shelberg, MBA | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Webex (formerly Webex Teams)
7.8
Genesys Cloud
Task Management
Webex (formerly Webex Teams)
7.6
Genesys Cloud
Gantt Charts
Webex (formerly Webex Teams)
7.4
Genesys Cloud
Scheduling
Webex (formerly Webex Teams)
8.3
Genesys Cloud
Workflow Automation
Webex (formerly Webex Teams)
7.0
Genesys Cloud
Mobile Access
Webex (formerly Webex Teams)
9.4
Genesys Cloud
Search
Webex (formerly Webex Teams)
8.3
Genesys Cloud
Visual planning tools
Webex (formerly Webex Teams)
6.8
Genesys Cloud

Communication

Webex (formerly Webex Teams)
7.9
Genesys Cloud
Chat
Webex (formerly Webex Teams)
9.2
Genesys Cloud
Notifications
Webex (formerly Webex Teams)
9.3
Genesys Cloud
Discussions
Webex (formerly Webex Teams)
8.8
Genesys Cloud
Surveys
Webex (formerly Webex Teams)
7.6
Genesys Cloud
Internal knowledgebase
Webex (formerly Webex Teams)
7.5
Genesys Cloud
Integrates with GoToMeeting
Webex (formerly Webex Teams)
6.0
Genesys Cloud
Integrates with Gmail and Google Hangouts
Webex (formerly Webex Teams)
5.7
Genesys Cloud
Integrates with Outlook
Webex (formerly Webex Teams)
8.9
Genesys Cloud

File Sharing & Management

Webex (formerly Webex Teams)
8.0
Genesys Cloud
Versioning
Webex (formerly Webex Teams)
7.6
Genesys Cloud
Video files
Webex (formerly Webex Teams)
8.6
Genesys Cloud
Audio files
Webex (formerly Webex Teams)
8.9
Genesys Cloud
Document collaboration
Webex (formerly Webex Teams)
7.8
Genesys Cloud
Access control
Webex (formerly Webex Teams)
7.4
Genesys Cloud
Advanced security features
Webex (formerly Webex Teams)
8.1
Genesys Cloud
Integrates with Google Drive
Webex (formerly Webex Teams)
6.5
Genesys Cloud
Device sync
Webex (formerly Webex Teams)
8.8
Genesys Cloud

Contact Center Software

Webex (formerly Webex Teams)
Genesys Cloud
8.3
Agent dashboard
Webex (formerly Webex Teams)
Genesys Cloud
8.4
Validate callers
Webex (formerly Webex Teams)
Genesys Cloud
7.6
Outbound response
Webex (formerly Webex Teams)
Genesys Cloud
8.0
Call forwarding
Webex (formerly Webex Teams)
Genesys Cloud
8.3
Click-to-call (CTC)
Webex (formerly Webex Teams)
Genesys Cloud
9.0
Warm transfer
Webex (formerly Webex Teams)
Genesys Cloud
8.8
Predictive dialing
Webex (formerly Webex Teams)
Genesys Cloud
6.9
Interactive voice response
Webex (formerly Webex Teams)
Genesys Cloud
8.6
REST APIs
Webex (formerly Webex Teams)
Genesys Cloud
8.5
Call scripts
Webex (formerly Webex Teams)
Genesys Cloud
8.5
Call tracking
Webex (formerly Webex Teams)
Genesys Cloud
8.8
Multichannel integration
Webex (formerly Webex Teams)
Genesys Cloud
8.3
CRM software integration
Webex (formerly Webex Teams)
Genesys Cloud
7.7

Workforce Optimization (WFO)

Webex (formerly Webex Teams)
Genesys Cloud
8.2
Inbound call routing
Webex (formerly Webex Teams)
Genesys Cloud
8.6
Omnichannel inbound routing
Webex (formerly Webex Teams)
Genesys Cloud
8.5
Recording
Webex (formerly Webex Teams)
Genesys Cloud
8.6
Quality management
Webex (formerly Webex Teams)
Genesys Cloud
8.2
Call analytics
Webex (formerly Webex Teams)
Genesys Cloud
8.5
Historical reporting
Webex (formerly Webex Teams)
Genesys Cloud
8.2
Live reporting
Webex (formerly Webex Teams)
Genesys Cloud
8.3
Customer surveys
Webex (formerly Webex Teams)
Genesys Cloud
6.9
Customer interaction analytics
Webex (formerly Webex Teams)
Genesys Cloud
7.6

Pros

Webex (formerly Webex Teams)

  • The speed of the platform is one of the most prominent in virtually any video conferencing software that exists, being able to make streaming sessions in 60fps without having to worry about the video quality, which is entirely in HD. Although this is not yet available in HD4K, it is still sufficient quality for effective meetings.
  • WebEx provides full access to the WebEx meeting center, from where it is a reality to attach to some important services in cases such as needing some other small instant messaging tool, or simply one that allows you to create sticky notes to add to presentations.
  • There is a fabulous quality of compatibility between the WebEx and Microsoft Outlook platforms, which is demonstrated by the ease of being able to review emails from the shared screens, or when configuring the information within the email inboxes so that they can be added to the WebEx platform, making it easier to review them.
Gregory Thomas | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Webex (formerly Webex Teams)

  • When it's time to join a Webex call, users are prompted via Outlook to open the call through their browser, but also get a prompt from Cisco Webex Teams that they can join the meeting in the tool there. This seems unnecessary and can often be confusing - users should have the ability to pre-determine which option will be their default choice.
  • There aren't many ways to customise the view of Webex Teams Spaces, this would be a nice feature to have.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Webex (formerly Webex Teams)

Webex (formerly Webex Teams) 8.9
Based on 4 answers
Now, we can't see any other option but Cisco Webex Teams and Cisco's collaboration products to keep our communications up to date and with enough tools and features to confront any posible situation, being a normal work year or a year like this 2020, wich has make us all prove ourselves what we're able to do in manners we haven't even think of before.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.3
Based on 15 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 (formerly Webex Teams)

Webex (formerly Webex Teams) 9.2
Based on 58 answers
As with lots of technology being used in a work context now, there are parallels with applications that are used in our personal lives outside of work. Webex is no different in some respects - its UI is easy to navigate on a mobile device (as it is on a PC as well), and the chat/messaging element is really easy to navigate and use. The integration with the Calling and Meetings side of things is presented to you in an intuitive way as well, and once set up by the System Admins works great. The aim of One Button To Push to join a meeting is still present and allows you to easily join or initiate a meeting from within the client.The ability for a Teams space to be created that has multiple federated people/organisations as part of it is really fantastic and it just works.As I mentioned previously in this review, keeping your Teams spaces/messaging folder organised can quickly become a problem if you don't keep on top of things.
Anonymous | TrustRadius Reviewer

Genesys Cloud

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 (formerly Webex Teams)

Webex (formerly Webex Teams) 10.0
Based on 1 answer
We have not ran into any availability issues or concerns with WebEx. Product reliability has been great
Brian Munn | TrustRadius Reviewer

Genesys Cloud

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 (formerly Webex Teams)

Webex (formerly Webex Teams) 9.0
Based on 1 answer
I believe as with any cloud based application or solution that your individual connectivity is key to making the product a success. WebEx works will with just about any internet connection from cellular to WiFi
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.7
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 (formerly Webex Teams)

Webex (formerly Webex Teams) 8.4
Based on 104 answers
I think Cisco has a better support now than in the past. When we place a support ticket, we get the answer quite quickly and the support engineers have a great experience with the product. So I think that it is a really great support. Of course there are some exceptions but in the most part we are satisfied.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
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 (formerly Webex Teams)

Webex (formerly Webex Teams) 9.0
Based on 1 answer
We gave our this type of training to get better user adoption and to make sure our users understood how to effectively use this product.
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Webex (formerly Webex Teams)

Webex (formerly Webex Teams) 8.0
Based on 1 answer
The online training is a great solution for some users. I prefer in person training.
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Webex (formerly Webex Teams)

Webex (formerly Webex Teams) 8.5
Based on 5 answers
Management involvement to get users to adopt is key. Users have a hard time changing to new software.
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.9
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 (formerly Webex Teams)

Similar features between all of the various products. The interface on the other products seem much more intuitive and easier to use. New users prefer other products as they find the Webex (formerly Webex Teams) interface dated and difficult to navigate. Good security features in Webex make it the best offering for enterprise companies.
Victor Lau | TrustRadius Reviewer

Genesys Cloud

Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs. It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Webex (formerly Webex Teams)

Webex (formerly Webex Teams) 10.0
Based on 1 answer
Cisco has designed WebEx to be scalable from small companies with only a few employees to enterprise organizations with thousands or employees without loosing any features or functionality
Brian Munn | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.7
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 (formerly Webex Teams)

  • Dedicated support was added to answer Webex and other video conferencing tickets.
  • Remote classes became more feasible without requiring students to meet at specific locations. This has increased enrollment in hybrid and distance type classes.
  • Personnel now have a common conference software to hold meetings on that they have become familiar with. Individual departments are becoming less fractured.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Webex (formerly Webex Teams)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Webex (formerly Webex Teams) Editions & Modules

Edition
FreeFree
Starter14.952
Business29.952
EnterpriseCustom Pricing
  1. per month
Additional Pricing Details
To learn more about pricing and capabilities, visit: https://www.webex.com/pricing/index.html

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex (formerly Webex Teams)
8.5
Genesys Cloud
7.7

Likelihood to Renew

Webex (formerly Webex Teams)
8.9
Genesys Cloud
8.3

Usability

Webex (formerly Webex Teams)
9.2
Genesys Cloud
8.1

Reliability and Availability

Webex (formerly Webex Teams)
10.0
Genesys Cloud
8.7

Performance

Webex (formerly Webex Teams)
9.0
Genesys Cloud
7.7

Support Rating

Webex (formerly Webex Teams)
8.4
Genesys Cloud
6.5

In-Person Training

Webex (formerly Webex Teams)
9.0
Genesys Cloud
8.2

Online Training

Webex (formerly Webex Teams)
8.0
Genesys Cloud
7.3

Implementation Rating

Webex (formerly Webex Teams)
8.5
Genesys Cloud
7.9

Scalability

Webex (formerly Webex Teams)
10.0
Genesys Cloud
8.7

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