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."I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"The stability is really good."
"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."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"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."
"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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"Genesys Cloud is an excellent platform."
"The latest version and updates have been great. It really has everything we need."
"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."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"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."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"AI still needs improvement when it comes to predictive engagement."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
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 8 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 "No restrictions on what the solution can do; new integrations with other cloud solutions". Cisco Webex Contact Center is most compared with Amazon Connect, Cisco Finesse, Five9, NICE CXone and 8x8 Contact Center, whereas Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Vocalcom Hermes.Net. 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.
