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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (41.1% of reviews)
Entry-Level Pricing
No pricing available
$0 user/mo
Genesys Cloud CX
Star Rating
(1,488)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXWebex Calling
Star Rating
(609)4.5 out of 5
Market Segments
Mid-Market (41.1% of reviews)
Pros & Cons
Entry-Level Pricing
$0 user/mo
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Genesys Cloud CX excels in call routing, scoring 9.1, which reviewers mention allows for highly customizable and efficient call distribution. In contrast, Webex Calling, while still strong at 8.8, does not offer the same level of flexibility in routing options.
- Reviewers mention that Webex Calling shines in video conferencing, achieving a score of 9.1, with users praising its seamless integration and high-quality video. Genesys Cloud CX, with a score of 8.9, is noted for its solid performance but lacks some of the advanced features that Webex offers.
- Users on G2 highlight the superior quality of support for Webex Calling, scoring 8.9 compared to Genesys Cloud CX's 8.2. Reviewers say that Webex's support team is more responsive and helpful, which can be crucial for businesses needing quick resolutions.
- G2 users report that Genesys Cloud CX has a strong performance evaluation feature, scoring 8.8, which allows for detailed assessments of agent performance. However, Webex Calling's score of 8.2 indicates it may not provide as comprehensive insights into performance metrics.
- Reviewers mention that Webex Calling offers better mobile access, scoring 8.8, which users appreciate for its user-friendly mobile app. In comparison, Genesys Cloud CX's score of 7.8 suggests that its mobile experience could be improved.
- Users say that Genesys Cloud CX provides robust IVR capabilities, scoring 9.2, which allows for effective self-service options. Webex Calling, with a score of 8.8, offers IVR but lacks some of the advanced customization features that Genesys provides.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableWebex Calling
Basic Plan
$0
user/mo
Our free plan has limited access to certain features, but it's a great way for you to try before you buy.
- Up to 50 min meeting length
- Up to 100 participants
- Screen sharing
Free Trial
Genesys Cloud CX
Free Trial is available
Webex Calling
No trial information availableRatings
Meets Requirements
8.6
1,036
9.2
483
Ease of Use
8.9
1,069
9.2
485
Ease of Setup
8.4
633
8.8
194
Ease of Admin
8.4
585
8.6
90
Quality of Support
8.2
993
8.9
454
Has the product been a good partner in doing business?
8.5
579
8.8
90
Product Direction (% positive)
8.7
938
9.2
473
Features by Category
Messenger
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Not enough data
Channels
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Not enough data
Customers
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Not enough data
Agentic AI - Conversational Marketing
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
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Not enough data
Automation
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Quality Assurance
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Not enough data
Engagement
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Not enough data
Performance
8.5
153
Not enough data
8.9
151
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
342
|
Verified
Not enough data
8.2
202
Not enough data
8.6
234
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
391
|
Verified
Not enough data
8.8
399
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
241
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
7.8
10
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
354
|
Verified
Not enough data
8.8
394
|
Verified
Not enough data
7.5
429
|
Verified
Not enough data
8.8
284
|
Verified
Not enough data
8.4
256
Not enough data
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Not enough data
Administration
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Messaging Channels
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Not enough data
Administration
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Not enough data
Platform
8.7
146
8.9
24
7.8
131
8.9
25
8.8
165
8.9
24
9.2
167
8.8
25
8.8
162
8.8
24
9.2
160
8.7
25
9.1
162
9.0
25
Generative AI
7.6
60
8.7
23
Workforce Management
8.9
153
8.8
24
8.8
150
8.2
23
Call Center Infrastructure (CCI)
6.9
8
9.4
8
7.3
8
9.4
8
5.8
8
9.3
9
5.6
8
8.8
7
Administrative
9.0
159
8.9
25
8.2
160
9.1
25
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Not enough data
Internal Use
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
35
Not enough data
8.9(won by default)
33
Not enough data
9.3(won by default)
30
Not enough data
Generative AI
7.5
27
Not enough data
Basic Communication - Cloud PBX
Not enough data
9.3
25
Not enough data
9.3
25
Not enough data
9.3
25
Not enough data
8.8
24
Not enough data
9.3
25
Not enough data
9.2
24
Advanced Features - Cloud PBX
Not enough data
8.8
24
Not enough data
8.2
24
Not enough data
8.6
25
Not enough data
8.4
25
Platform Basics - VoIP Providers
8.5
8
8.7
45
8.5
9
8.8
46
6.7
8
8.6
46
7.9
8
8.5
47
8.1
7
8.7
45
7.9
7
8.7
45
Basic Communication
9.6
64
9.3
355
|
Verified
7.6
45
9.1
335
|
Verified
8.4
52
9.0
331
|
Verified
8.3
46
8.9
328
8.8
53
9.1
350
|
Verified
8.7
54
9.0
338
|
Verified
Agentic AI - VoIP Providers
Not enough data
8.3
40
Not enough data
8.6
41
Not enough data
8.5
40
Not enough data
8.5
41
Access
8.1
54
9.0
313
7.9
47
8.8
310
7.8
48
9.0
309
|
Verified
Advanced Features
8.9
60
8.7
321
8.6
53
8.9
317
9.1
61
9.0
316
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
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
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
7.9
7
Not enough data
8.8
7
Not enough data
8.1
7
Not enough data
8.3
7
Extensions
8.9
42
9.2
133
|
Verified
9.2
46
|
Verified
9.3
135
|
Verified
9.1
51
|
Verified
9.3
103
Features
8.6
38
9.2
133
8.0
32
9.1
103
8.2
34
|
Verified
9.1
140
|
Verified
9.1
35
|
Verified
9.4
141
|
Verified
8.9
32
|
Verified
9.4
139
|
Verified
Feature Not Available
9.0
133
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Not enough data
Automation
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
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
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Webex Calling are categorized as UCaaS Platforms, VoIP Providers, and Call Center Infrastructure (CCI)
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, Live Chat, Contact Center Workforce, Contact Center, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, Customer Service Automation, and Co-Browsing
Webex Calling is categorized as Cloud PBX Platforms
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Webex Calling
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
10.8%
Financial Services
10.4%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Information Technology and Services
26.6%
Computer Software
6.1%
Consumer Services
6.0%
Telecommunications
5.5%
Marketing and Advertising
3.8%
Other
52.0%
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