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Cisco Webex Contact Center vs Genesys Cloud CX comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cisco Webex Contact Center
Ranking in Contact Center as a Service (CCaaS)
6th
Average Rating
8.6
Reviews Sentiment
7.6
Number of Reviews
5
Ranking in other categories
No ranking in other categories
Genesys Cloud CX
Ranking in Contact Center as a Service (CCaaS)
3rd
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Customer Experience Management (5th)
 

Mindshare comparison

As of July 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 13.7%, up from 13.2% compared to the previous year. The mindshare of Genesys Cloud CX is 17.7%, down from 24.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

Featured Reviews

Ahmed  Helmy - PeerSpot reviewer
Cloud simplifies deployment and expansion but needs more third-party options
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.
AB370 - PeerSpot reviewer
Enhanced customer interaction with integrated CTI improves service operations
We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"Cisco technical support is outstanding."
"I rate the product's scalability a ten out of ten."
"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."
"Genesys Cloud is an excellent platform."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The latest version and updates have been great. It really has everything we need."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The integration of CTI within the IT system is a particularly valuable feature."
"The stability is really good."
"The most valuable feature for me is the WFM tool."
 

Cons

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."
"With the solution, I face issues when trying to use the screen share option."
"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."
"The cost needs to be improved, and it should be easier to integrate."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"Their WFM product is still pretty immature."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
 

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
"The cost depends on the type of license based on your organization's requirements and can get expensive."
"The pricing is a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."
report
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
13%
Healthcare Company
9%
Government
8%
Financial Services Firm
15%
Computer Software Company
10%
Manufacturing Company
8%
Healthcare Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Cisco Webex Contact Center?
The central management tool, Control Hub, holds significant value for the management team.
What is your experience regarding pricing and costs for Cisco Webex Contact Center?
The price of Cisco Webex Contact Center needs to be revised a little bit.
What needs improvement with Cisco Webex Contact Center?
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations
Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
 

Also Known As

CC-One, BroadSoft CC-One
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Overview

 

Sample Customers

AON, Office Depot, American Red Cross
1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Find out what your peers are saying about Cisco Webex Contact Center vs. Genesys Cloud CX and other solutions. Updated: June 2025.
860,632 professionals have used our research since 2012.