Gong vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gong
Score 9.2 out of 10
N/A
Gong helps people and companies reach their potential. The Gong Revenue Intelligence Platform™ enables customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, to empower revenue and go-to-market teams to determine the best actions for winning outcomes. The vendor boasts companies like Morningstar Inc., Paychex, LinkedIn,…N/A
Webex Contact Center
Score 8.7 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
GongWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
GongWebex Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
GongWebex Contact Center
Conversation Intelligence Software Features
Comparison of Conversation Intelligence Software Features features of Product A and Product B
Gong
8.6
88 Ratings
8% above category average
Webex Contact Center
-
Ratings
Speech-to-Text Transcription8.985 Ratings00 Ratings
Keyword Detection8.885 Ratings00 Ratings
Sentiment Analysis7.575 Ratings00 Ratings
Speaker Diarization8.882 Ratings00 Ratings
Call Recording Playback9.787 Ratings00 Ratings
Call Summarization8.486 Ratings00 Ratings
Conversion Metrics8.078 Ratings00 Ratings
Keyword Search & Retrieval9.184 Ratings00 Ratings
Call Tagging9.177 Ratings00 Ratings
Integration with CRM Systems7.874 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Gong
-
Ratings
Webex Contact Center
8.2
34 Ratings
2% below category average
Agent dashboard00 Ratings9.033 Ratings
Validate callers00 Ratings8.432 Ratings
Outbound response00 Ratings7.127 Ratings
Call forwarding00 Ratings8.832 Ratings
Click-to-call (CTC)00 Ratings8.529 Ratings
Warm transfer00 Ratings8.833 Ratings
Predictive dialing00 Ratings6.421 Ratings
Interactive voice response00 Ratings7.927 Ratings
REST APIs00 Ratings8.329 Ratings
Call scripts00 Ratings8.928 Ratings
Call tracking00 Ratings8.731 Ratings
Multichannel integration00 Ratings8.330 Ratings
CRM software integration00 Ratings7.630 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Gong
-
Ratings
Webex Contact Center
8.2
31 Ratings
0% above category average
Inbound call routing00 Ratings8.129 Ratings
Omnichannel inbound routing00 Ratings8.127 Ratings
Recording00 Ratings9.129 Ratings
Quality management00 Ratings8.726 Ratings
Call analytics00 Ratings8.127 Ratings
Historical reporting00 Ratings8.329 Ratings
Live reporting00 Ratings8.229 Ratings
Customer surveys00 Ratings7.627 Ratings
Customer interaction analytics00 Ratings7.424 Ratings
Best Alternatives
GongWebex Contact Center
Small Businesses
Clari Copilot
Clari Copilot
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
Clari
Clari
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Clari
Clari
Score 8.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GongWebex Contact Center
Likelihood to Recommend
9.2
(532 ratings)
8.6
(36 ratings)
Likelihood to Renew
9.1
(12 ratings)
8.2
(1 ratings)
Usability
9.0
(300 ratings)
8.1
(11 ratings)
Availability
6.4
(2 ratings)
-
(0 ratings)
Performance
7.3
(2 ratings)
-
(0 ratings)
Support Rating
8.7
(100 ratings)
-
(0 ratings)
Implementation Rating
6.0
(6 ratings)
-
(0 ratings)
Configurability
7.3
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(2 ratings)
-
(0 ratings)
Ease of integration
7.3
(2 ratings)
-
(0 ratings)
Product Scalability
8.2
(2 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.3
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.3
(2 ratings)
-
(0 ratings)
User Testimonials
GongWebex Contact Center
Likelihood to Recommend
Gong.io
Gong is great for Sales people trying to capture all details with customer engagement, so it is ideal in that industry. I am not sure if Gong would be as strong of a tool if you are in Law or Finance there might be privacy concerns around what is said and stored.
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Cisco
The Webex Contact Center is well suited for CX and environments for enterprises. It provides all the features from omni channel through to case management and history. The AI prompts and features are good and will benefit the agents in terms of handling customer cases. The feedback and close loop for the cases works very well.
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Pros
Gong.io
  • AI summaries- reviewing everything discussed without going through the whole recording or transcript.
  • Next steps summary- helping me tie up my meeting with action items after the fact.
  • Call statistics let me know how frequently everyone is speaking and where patience can be practiced in allowing others to speak.
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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
Gong.io
  • It could use a predefined follow-up email template and populate the predefined fields or questions.
  • It could ask you when to start recording (on Zoom) instead of doing it at some awkward random moment.
  • It sometimes misses the speaker when creating a transcript.
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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.
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Likelihood to Renew
Gong.io
We love Gong and our customers like it too. We can bring additional value by being to provide a dialogue of all our customer conversations.
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Cisco
No answers on this topic
Usability
Gong.io
It's got a solid infrastructure; it doesn't take too much time to understand how it works, and it can get many of the features up and running fairly quickly. It's pretty intuitive to use most of it, although some features might require a deeper dive. Sometimes, I find myself clicking through a million screens to get a report.
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Cisco
These features are really helpful especially the noise related one and also the new Webex Contact Center related features. I think there are still room of improvements in terms of the features as we can see that there are a big gap between the ucee and Webex Contact Center. Looking forward for the new release which will support AI.
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Support Rating
Gong.io
I give them a 10 because, I have been using Gong for over a year now and have never had issues or concerns go un resolved in a day or two. Their communication is impeccable and their tech support is very hands on and prompt
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Cisco
No answers on this topic
Implementation Rating
Gong.io
This is nothing something I'm able to answer
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Cisco
No answers on this topic
Alternatives Considered
Gong.io
The chorus is good, but Gong is a little better in every aspect. But not much. Outreach's AI is pretty good and helps with live training and feedback. I think many of the solutions are comparable; at that point, it's about what's in your current tech stack and how to avoid overlap. In my situation, we already have Hubspot, so Outreach was not required.
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Cisco
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 Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
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Contract Terms and Pricing Model
Gong.io
I was not involved with the process
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Cisco
No answers on this topic
Professional Services
Gong.io
I was not involved with the process
Read full review
Cisco
No answers on this topic
Return on Investment
Gong.io
  • Time savings on email recaps and meeting notes; fully automated if you let the team lean into these features!
  • It saves me time from having to attend every client call, especially since most of my team is 3 hours ahead of me, so I have limited time to join their calls to begin with.
  • Specific feedback about a moment vs. generic feedback.
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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.
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ScreenShots

Gong Screenshots

Screenshot of Coach reps into sales superstars. Replicate what works by turning objective, data-based guidance into coachable moments for managers, peer-to-peer coaching, and self-driven improvements — without any drama.Screenshot of Find the truth in your pipeline. There are risks hiding in your pipeline, deals, and customer interactions. Get true visibility from contact to close so you can address them and call the right forecast every time.Screenshot of Bet big. And win. Gong’s early insights into what’s working — and what's not — gives your team the confidence to take big-bet initiatives to market successfully.

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