Genesys Cloud CX vs Oracle WebCenter comparison

Genesys and Oracle are both solutions in the Customer Experience Management category. Genesys is ranked #5 with an average rating of 8.6, while Oracle is ranked #33. Genesys holds a 6.6% mindshare in CEM, compared to Oracle’s 1.0% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 70% of Oracle users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

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175 Comparison Views

100% willing to recommend

Oracle WebCenter

Read 12 Oracle WebCenter reviews

35 Views
31 Comparison Views

70% willing to recommend

Genesys Cloud CX

Oracle WebCenter

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Executive SummaryUpdated on Feb 4, 2025

Oracle WebCenter and Genesys Cloud CX operate in the digital experience and customer engagement sectors. Data comparisons suggest that Genesys Cloud CX has the upper hand in flexibility and customer satisfaction.

Features: Oracle WebCenter provides content management, integration with Oracle applications, and collaboration tools. Genesys Cloud CX offers advanced contact center solutions, AI tools, and scalability.

Room for Improvement: Oracle WebCenter could enhance its deployment complexity, integration capabilities, and user interface. Genesys Cloud CX might improve in areas like customization, integration costs, and AI feature expansion.

Ease of Deployment and Customer Service: Oracle WebCenter involves complex setups with long deployment times but benefits from strong Oracle support. Genesys Cloud CX is cloud-based, offering straightforward deployment and better customer service.

Pricing and ROI: Oracle WebCenter requires high initial costs and time but achieves substantial enterprise-level ROI. Genesys Cloud CX provides a competitive pricing model, quicker deployment, and faster ROI with cloud scalability.

To learn more, read our detailed Genesys Cloud CX vs. Oracle WebCenter Report (Updated: April 2025).

Buyer's Guide

Genesys Cloud CX vs. Oracle WebCenter

April 2025

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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

Genesys Cloud CX

Ranking in Customer Experience Management

5th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)

Oracle WebCenter

Ranking in Customer Experience Management

33rd

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

Enterprise Content Management (16th), Web Content Management (8th), Corporate Portals (Enterprise Information Portals) (5th)

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 6.6%, up from 4.5% compared to the previous year. The mindshare of Oracle WebCenter is 1.0%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Mehdi Hasankhan

Head of Development and Implementation at Arak Petrochemical Company

Gives me easy access, connection and compatibility with all of the Oracle products

WebCenter content access has a lot of options and flexibility. At this time, I only see one problem: in the sub-content and channels surrounding Windows 10. It only functions with Windows 7 and Windows 8. All of the operating systems in my company are up-to-date and we are using Windows 10. For whatever reason, you can't use the Oracle content on these platforms at all. This lapse is very bad for my company because I can't change the version of Word and downgrade. Maybe it is just a technical problem. But it is a lot of my problem with this solution currently.

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Quotes from Members

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

Pros

"Predictive engagement and gamification are valuable features with good inbound functionality."

"The latest version and updates have been great. It really has everything we need."

"The integration of CTI within the IT system is a particularly valuable feature."

"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 integration capabilities are very good. It is API-based and offers prebuilt integrations."

"The most valuable feature for me is the WFM tool."

"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'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."

More Genesys Cloud CX pros

"It's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."

"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."

"Integration within the solution is very good."

"WebCenter's interface is very user-friendly."

"A great solution for storing and searching large volumes of documents with easy access."

"Oracle integrates well with other products to cover Big Data."

"You can move workloads in between sub-servers so that you don't overload a portion of the server."

Cons

"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."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"Their WFM product is still pretty immature."

"The cost needs to be improved, and it should be easier to integrate."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

More Genesys Cloud CX cons

"I would like them to add more Web 2.0 features."

"Does not seem to be totally compatible with Windows 10 as of our current version."

"The speed of the backup should be enhanced."

"This solution needs to support translation into the Arabic language."

"Its functions need more stability."

"WebCenter requires a lot of design effort to upload content to our regular system."

"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."

"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."

Pricing and Cost Advice

"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."

"The price needs to be lowered."

"The price of this solution is considered to be high; however, when speaking with Oracle, it is possible to get discounts of up to sixty percent."

"WebCenter's pricing is on the higher side."

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Top Industries

By visitors reading reviews

Educational Organization

16%

Financial Services Firm

12%

Computer Software Company

11%

Manufacturing Company

Real Estate/Law Firm

Financial Services Firm

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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...

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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.

See all answers

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.

See all answers

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Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 15% of the time

NICE CXone vs Genesys Cloud CX

Compared 7% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Oracle Content Management vs Oracle WebCenter

Compared 31% of the time

Adobe Experience Manager vs Oracle WebCenter

Compared 21% of the time

SharePoint vs Oracle WebCenter

Compared 17% of the time

IBM FileNet vs Oracle WebCenter

Compared 10% of the time

Liferay Digital Experience Platform vs Oracle WebCenter

Compared 10% of the time

More Oracle WebCenter Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

Oracle WebCenter

April 2025

Download Oracle WebCenter product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

WebCenter, FatWire

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Oracle WebCenter is the center of engagement for business powering exceptional experiences for customers, partners, and employees. It connects people, processes, and information with the most complete portfolio of portal, content management, Web experience management, and collaboration technologies.

Oracle

Sample Customers

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

Chhattisgarh Infotech and Biotech Promotion Society, Jagran Prakashan Ltd., Standard Forwarding LLC, United Automotive Electronic Systems Co. Ltd., INSO sistemi per le infrastrutture sociali S.p.A., Helsana Versicherungen AG, ArRiyadh Development Authority, John Lewis Partnership, Arqiva, SURUGADAI EDUCATIONAL INSTITUTE, Portuguese Official Agriculture and Fisheries

Buyer's Guide

Genesys Cloud CX vs. Oracle WebCenter

April 2025

Free Report: Genesys Cloud CX vs. Oracle WebCenter

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