We performed a comparison between Cisco Webex Contact Center and Genesys Cloud CX based on real PeerSpot user reviews.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
"The latest version and updates have been great. It really has everything we need."
"The stability is really good."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"With the solution, I face issues when trying to use the screen share option."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"AI still needs improvement when it comes to predictive engagement."
Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews while Genesys Cloud CX is ranked 1st in Contact Center as a Service (CCaaS) with 9 reviews. Cisco Webex Contact Center is rated 9.6, while Genesys Cloud CX is rated 9.0. The top reviewer of Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". On the other hand, the top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". Cisco Webex Contact Center is most compared with Amazon Connect, Cisco Finesse, Five9, NICE CXone and TTEC Humanify, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and ServiceNow Customer Service Management. See our Cisco Webex Contact Center vs. Genesys Cloud CX report.
See our list of best Contact Center as a Service (CCaaS) vendors.
We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
