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- Genesys Cloud CX-vs-Webex Contact Center
Compare Genesys Cloud CX and Webex Contact Center 
At a Glance
Market Segments
Mid-Market (46.2% of reviews)
Mid-Market (36.2% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,396)4.3 out of 5
Market Segments
Mid-Market (46.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXWebex Contact Center
Star Rating
(148)4.4 out of 5
Market Segments
Mid-Market (36.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Webex Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in its AI capabilities, particularly with its AI Text Generation and AI Text Summarization features, which received scores of 8.2 and 8.3 respectively. In contrast, Webex Contact Center's AI Text-to-Speech feature shines with a score of 9.1, indicating a stronger performance in that specific area.
- Reviewers mention that Genesys Cloud CX offers robust omnichannel support with a score of 8.6, while Webex Contact Center slightly outperforms it with a score of 8.9, highlighting its superior integration across various communication channels.
- G2 users indicate that Genesys Cloud CX has a more favorable rating for its Quality of Support at 8.1, compared to Webex Contact Center's 9.0, suggesting that users find Webex's support more responsive and helpful.
- Users on G2 report that Genesys Cloud CX's Call Routing feature is highly rated at 9.1, which is a significant advantage for businesses needing efficient call management. Webex Contact Center, however, has a slightly lower score of 8.9 in this area, indicating room for improvement.
- Reviewers mention that Genesys Cloud CX's Workforce Management tools, particularly Agent Self-Service, scored 8.2, which some users found lacking compared to Webex Contact Center's higher scores in similar features like Call Monitoring and Performance Evaluation, both rated at 8.9.
- Users say that Genesys Cloud CX's customization options, particularly in the Customization Interface, scored 8.7, which is beneficial for tailoring the software to specific business needs. However, Webex Contact Center's overall customization capabilities are perceived as more user-friendly, leading to a higher satisfaction rate among its users.
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Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableWebex Contact Center
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Webex Contact Center
No trial information availableRatings
Meets Requirements
8.6
985
9.1
124
Ease of Use
8.9
992
9.0
124
Ease of Setup
8.3
564
8.2
35
Ease of Admin
8.4
551
8.2
31
Quality of Support
8.1
942
9.0
117
Has the product been a good partner in doing business?
8.4
547
8.6
30
Product Direction (% positive)
8.7
888
9.1
123
Features by Category
Messenger
8.8
20
Not enough data
9.2
23
Not enough data
9.2
22
Not enough data
8.6
22
Not enough data
Channels
9.0
21
Not enough data
9.3
20
Not enough data
9.3
19
Not enough data
9.1
18
Not enough data
9.1
17
Not enough data
Customers
9.0
24
Not enough data
9.0
21
Not enough data
9.1
22
Not enough data
9.1
20
Not enough data
9.2
21
Not enough data
Dialing Options
8.9
132
Not enough data
8.9
116
Not enough data
8.8
114
Not enough data
Agent Tools
8.8
118
Not enough data
8.6
112
Not enough data
8.6
126
Not enough data
9.1
149
Not enough data
Automation
8.7
110
Not enough data
8.7
92
Not enough data
9.2
134
Not enough data
8.8
95
Not enough data
8.8
128
Not enough data
Quality Assurance
8.7
141
Not enough data
8.6
132
Not enough data
7.7
143
Not enough data
Engagement
8.4
122
Not enough data
8.1
142
Not enough data
8.2
130
Not enough data
Performance
8.5
137
Not enough data
8.9
135
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Channels
9.1
313
|
Verified
9.1
57
8.2
173
8.7
55
8.5
206
|
Verified
8.8
57
8.4
174
|
Verified
8.6
55
8.3
205
|
Verified
8.6
56
Generative AI
Feature Not Available
Feature Not Available
Functions
8.7
364
|
Verified
9.1
80
8.7
373
|
Verified
9.0
81
8.7
310
|
Verified
9.2
71
8.3
204
|
Verified
8.3
56
8.4
215
|
Verified
8.9
57
9.1
286
|
Verified
8.9
55
8.8
273
|
Verified
9.0
58
8.6
214
8.8
57
Administrative
8.3
327
|
Verified
8.9
74
8.7
367
|
Verified
9.1
78
7.5
402
|
Verified
8.9
78
8.8
259
|
Verified
8.7
57
8.4
229
8.8
56
Responses
9.2
30
Not enough data
9.4
32
Not enough data
8.7
29
Not enough data
Automation - AI Agents
9.2
6
Not enough data
9.3
7
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
Platform
8.9
31
Not enough data
9.4
31
Not enough data
9.1
29
Not enough data
Autonomy - AI Agents
9.3
7
Not enough data
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.5
45
Not enough data
8.7
44
Not enough data
9.1
46
Not enough data
8.5
47
Not enough data
8.3
42
Not enough data
Platform
8.8
43
Not enough data
8.9
46
Not enough data
9.0
43
Not enough data
8.6
46
Not enough data
8.2
40
Not enough data
8.8
48
Not enough data
8.7
44
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Workforce Management
8.7
157
Not enough data
8.6
147
Not enough data
8.5
138
Not enough data
8.2
135
Not enough data
7.9
103
Not enough data
Administration
8.0
129
Not enough data
8.4
148
Not enough data
8.4
155
Not enough data
7.9
129
Not enough data
8.5
138
Not enough data
Administration
9.3
22
Not enough data
9.0
21
Not enough data
9.3
20
Not enough data
Security
9.4
21
Not enough data
9.6
20
Not enough data
Messaging Channels
9.0
26
Not enough data
9.2
27
Not enough data
9.2
29
Not enough data
9.0
28
Not enough data
Administration
9.0
30
Not enough data
9.0
28
Not enough data
8.7
28
Not enough data
9.0
31
Not enough data
Platform
8.7
126
8.9
49
7.8
111
8.4
49
8.8
145
8.9
49
9.1
147
8.9
48
8.8
142
9.2
48
9.1
140
8.8
47
9.1
141
8.8
47
Generative AI
Feature Not Available
Feature Not Available
Workforce Management
8.9
134
8.9
49
8.8
130
8.9
48
Administrative
9.0
139
8.9
48
8.1
140
8.7
48
Customer Support
9.0
28
Not enough data
8.9
30
Not enough data
8.4
28
Not enough data
Automation
8.8
27
Not enough data
8.5
31
Not enough data
9.0
29
Not enough data
Artificial Intelligence
9.0
29
Not enough data
8.8
29
Not enough data
9.1
27
Not enough data
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Communication
8.6
153
|
Verified
Not enough data
8.4
156
|
Verified
Not enough data
8.4
112
Not enough data
8.4
124
Not enough data
8.5
79
Not enough data
Internal Use
8.5
153
|
Verified
Not enough data
8.6
148
|
Verified
Not enough data
8.4
109
|
Verified
Not enough data
8.3
125
|
Verified
Not enough data
8.2
118
|
Verified
Not enough data
8.4
118
|
Verified
Not enough data
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Process
9.0(won by default)
20
Not enough data
9.0(won by default)
22
Not enough data
9.0(won by default)
20
Not enough data
Channels
9.4(won by default)
22
Not enough data
9.2(won by default)
24
Not enough data
9.0(won by default)
24
Not enough data
9.6(won by default)
26
Not enough data
9.4(won by default)
23
Not enough data
Insight
9.5(won by default)
22
Not enough data
9.0(won by default)
26
Not enough data
9.0(won by default)
24
Not enough data
9.4(won by default)
21
Not enough data
Generative AI
Feature Not Available
Not enough data
Basic Communication
9.6
53
Not enough data
7.8
37
Not enough data
8.7
42
Not enough data
8.5
39
Not enough data
8.7
45
Not enough data
8.6
45
Not enough data
Access
8.3
44
Not enough data
8.2
38
Not enough data
8.2
39
Not enough data
Advanced Features
8.8
51
Not enough data
8.7
45
Not enough data
9.2
51
Not enough data
Calling
9.3
40
Not enough data
8.2
34
Not enough data
8.8
39
Not enough data
8.6
39
Not enough data
Contacts
8.4
38
Not enough data
8.3
36
Not enough data
8.6
34
Not enough data
Insights
8.4
35
Not enough data
8.7
37
Not enough data
8.6
38
Not enough data
8.3
33
Not enough data
8.1
32
Not enough data
Extensions
8.8
39
Not enough data
9.2
43
|
Verified
Not enough data
9.0
48
|
Verified
Not enough data
Features
8.8
36
Not enough data
8.2
30
Not enough data
8.4
32
|
Verified
Not enough data
9.1
33
|
Verified
Not enough data
8.8
30
|
Verified
Not enough data
Feature Not Available
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Webex Contact Center are categorized as Customer Service Automation, Live Chat, Contact Center Workforce, Call Center Infrastructure (CCI), and Contact Center
Unique Categories
Genesys Cloud CX is categorized as Co-Browsing, Genesys AppFoundry Marketplace, AI Agents, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Chatbots, Outbound Call Tracking, Social Customer Service, VoIP, and Proactive Notification
Webex Contact Center is categorized as Customer Self-Service
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Webex Contact Center
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.0%
Financial Services
10.4%
Telecommunications
5.5%
Consumer Services
4.8%
Accounting
4.8%
Other
63.4%
Information Technology and Services
20.3%
Consumer Services
19.6%
Telecommunications
7.2%
Higher Education
4.3%
Banking
4.3%
Other
44.2%
Most Helpful Reviews
Genesys Cloud CX
Most Helpful Favorable Review
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Most Helpful Critical Review
Jen L.
Verified User in Information Technology and Services
The interface can be difficult to navigate and it's impossible to do functions such as deleting something you've already read. This may or may not be a bug but its frustrating to see that there's still an open notification even if I've read through it.
Webex Contact Center
Most Helpful Favorable Review
Verified User in Banking
WebEx support had great Availability to troubleshoot
Most Helpful Critical Review
Abby H.
Verified User in Higher Education
There's nothing that stands out that I do not like
Md Azmul H.
Verified User in Marketing and Advertising
Its so natural to connect with somebody through talk and to call. Messages are connected to email, so you can return and discover the discussions once more. The notices are unpretentious and not very diverting yet additionally its difficult to miss and...
Verified User in Banking
WebEx support had great Availability to troubleshoot
Jen L.
Verified User in Information Technology and Services
The interface can be difficult to navigate and it's impossible to do functions such as deleting something you've already read. This may or may not be a bug but its frustrating to see that there's still an open notification even if I've read through it.
Abby H.
Verified User in Higher Education
There's nothing that stands out that I do not like
Discussions
how do i reschedule emails or put them on hold?
5 comments
MG
The text appears to be related to a technical context, possibly involving software or system design. "States" and "wait feature" could refer to components or...Read more
Anyone integrated PureCloud with custom CRM?
5 comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
Whatbis the best way to review data regarding blended agent stats
2 comments
MG
To obtain agents status data, navigate to the reports tab, select new, and choose the option for agents status.Read more
What is Webex contact Centre?
1 comment
TW
Cisco has brought all of the best portions of Call Center Performance, data, omnichannel and WFO to their cloud suite. Many of the Cloud Market leaders have...Read more
Webex Contact Center has no more discussions with answers
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