Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Webex Contact Center
Score 8.8 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
Genesys Cloud CXWebex Contact Center
Editions & Modules
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
No answers on this topic
Offerings
Pricing Offerings
Genesys Cloud CXWebex Contact Center
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Genesys Cloud CXWebex Contact Center
Considered Both Products
Genesys Cloud CX
Chose Genesys Cloud CX
Genesys Cloud CX is all-in-one solution for most of our customer. It does more in less & hence is one of the top 3 choices. Automation and efficiency contribute to positive ROI. AI-driven predictive routing reduces wait times and enhances customer satisfaction. Cloud-based …
Chose Genesys Cloud CX
There's more control as an admin with Genesys Cloud CX compared to other cloud solutions. Features are also appreciated by the business users and the platform feels more streamlined than the competition. There's thought behind a lot of the features from the end users …
Chose Genesys Cloud CX
Today, companies that can properly use artificial intelligence in their products are more successful than others and Genesys Cloud has great Ai and nice chatbots.
Webex Contact Center
Chose Webex Contact Center
I'll say Webex suite is a complete All-in one collaboration solution, that helps our company to succeed in what we do.
Chose Webex Contact Center
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact …
Top Pros
Top Cons
Features
Genesys Cloud CXWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Genesys Cloud CX
8.1
396 Ratings
3% below category average
Webex Contact Center
8.0
30 Ratings
4% below category average
Agent dashboard7.8378 Ratings9.429 Ratings
Validate callers7.9330 Ratings8.728 Ratings
Outbound response7.6294 Ratings5.723 Ratings
Call forwarding8.2319 Ratings9.028 Ratings
Click-to-call (CTC)8.4258 Ratings9.027 Ratings
Warm transfer8.5366 Ratings8.529 Ratings
Predictive dialing7.8218 Ratings6.118 Ratings
Interactive voice response8.3313 Ratings8.324 Ratings
REST APIs8.1263 Ratings8.027 Ratings
Call scripts8.3292 Ratings8.524 Ratings
Call tracking8.4356 Ratings7.727 Ratings
Multichannel integration8.3287 Ratings8.026 Ratings
CRM software integration7.7278 Ratings7.327 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Genesys Cloud CX
7.8
376 Ratings
6% below category average
Webex Contact Center
8.3
27 Ratings
1% above category average
Inbound call routing8.4351 Ratings7.826 Ratings
Omnichannel inbound routing8.1269 Ratings8.524 Ratings
Recording8.5356 Ratings9.326 Ratings
Quality management7.9326 Ratings9.022 Ratings
Call analytics7.9337 Ratings8.024 Ratings
Historical reporting7.5350 Ratings9.226 Ratings
Live reporting7.8345 Ratings8.025 Ratings
Customer surveys6.6209 Ratings7.724 Ratings
Customer interaction analytics7.6252 Ratings7.422 Ratings
Best Alternatives
Genesys Cloud CXWebex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Genesys Cloud CXWebex Contact Center
Likelihood to Recommend
8.6
(420 ratings)
8.7
(30 ratings)
Likelihood to Renew
7.2
(37 ratings)
8.2
(1 ratings)
Usability
9.0
(69 ratings)
8.2
(3 ratings)
Availability
8.3
(6 ratings)
-
(0 ratings)
Performance
8.1
(6 ratings)
-
(0 ratings)
Support Rating
7.0
(98 ratings)
-
(0 ratings)
In-Person Training
8.3
(5 ratings)
-
(0 ratings)
Online Training
7.9
(11 ratings)
-
(0 ratings)
Implementation Rating
8.2
(19 ratings)
-
(0 ratings)
Configurability
8.7
(6 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(13 ratings)
-
(0 ratings)
Ease of integration
6.5
(8 ratings)
-
(0 ratings)
Product Scalability
8.3
(6 ratings)
-
(0 ratings)
Professional Services
7.6
(10 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(7 ratings)
-
(0 ratings)
Vendor pre-sale
8.3
(7 ratings)
-
(0 ratings)
User Testimonials
Genesys Cloud CXWebex Contact Center
Likelihood to Recommend
Genesys
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
Read full review
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
Read full review
Pros
Genesys
  • We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
Read full review
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
  • The uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.
Read full review
Cons
Genesys
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
Read full review
Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
Read full review
Likelihood to Renew
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review
Cisco
No answers on this topic
Usability
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review
Cisco
I rate it 10/10 with the AI features. When it comes to sound management it's possible to suppress the noises from background very well and during the meetings it has provided an opportunity to take notes during the procedure. And one thing is that it's all automatic saving on time.
Read full review
Reliability and Availability
Genesys
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.
Read full review
Cisco
No answers on this topic
Performance
Genesys
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.
Read full review
Cisco
No answers on this topic
Support Rating
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review
Cisco
No answers on this topic
In-Person Training
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Read full review
Cisco
No answers on this topic
Online Training
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
Read full review
Cisco
No answers on this topic
Implementation Rating
Genesys
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.
Read full review
Cisco
No answers on this topic
Alternatives Considered
Genesys
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
Read full review
Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
Read full review
Contract Terms and Pricing Model
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
Read full review
Cisco
No answers on this topic
Scalability
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
Cisco
No answers on this topic
Professional Services
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Read full review
Cisco
No answers on this topic
Return on Investment
Genesys
  • Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
  • First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
Read full review
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
Read full review
ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view