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At a Glance
Market Segments
Mid-Market (46.5% of reviews)
Mid-Market (40.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,480)4.4 out of 5
Market Segments
Mid-Market (46.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXWebex Contact Center
Star Rating
(166)4.4 out of 5
Market Segments
Mid-Market (40.6% 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 high ratings of 8.2 and 9.0 respectively. In contrast, Webex Contact Center's AI Text-to-Speech feature is noted for its strong performance, rated at 9.1, but overall AI functionalities are perceived as less robust compared to Genesys.
- Reviewers mention that Genesys Cloud CX offers superior customization options, particularly in its Customization Interface rated at 8.7, allowing businesses to tailor their contact center experience. On the other hand, Webex Contact Center's customization features are seen as more limited, which may restrict user flexibility.
- G2 users highlight the quality of support as a significant differentiator, with Webex Contact Center receiving a higher rating of 9.0 compared to Genesys Cloud CX's 8.1. This suggests that users may find more reliable assistance and resources when using Webex.
- Users on G2 report that Genesys Cloud CX shines in its omnichannel capabilities, rated at 8.6, allowing seamless integration across various communication channels. Conversely, Webex Contact Center's omnichannel rating is slightly higher at 8.9, indicating a more cohesive experience across platforms.
- Reviewers mention that the ease of use is a strong point for both products, with Webex Contact Center rated at 9.0, slightly ahead of Genesys Cloud CX's 8.9. This suggests that users may find Webex's interface more intuitive and user-friendly.
- Users say that Genesys Cloud CX's reporting and analytics features, particularly in Performance Analysis rated at 8.4, provide valuable insights for businesses. However, Webex Contact Center's Reporting & Dashboards received a higher score of 8.9, indicating a more comprehensive analytics capability that users appreciate.
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
1,031
9.1
141
Ease of Use
8.9
1,064
9.0
141
Ease of Setup
8.4
628
8.5
52
Ease of Admin
8.4
583
8.2
35
Quality of Support
8.2
988
8.9
134
Has the product been a good partner in doing business?
8.5
577
8.8
34
Product Direction (% positive)
8.7
933
9.3
140
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
142
Not enough data
8.9
126
Not enough data
9.3
5
Not enough data
Agent Tools
8.6
122
Not enough data
8.6
135
Not enough data
9.2
159
Not enough data
Automation
8.6
119
Not enough data
9.2
144
Not enough data
8.7
106
Not enough data
Agentic AI - Auto Dialer
9.3
5
Not enough data
8.7
5
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
8.7
155
Not enough data
8.6
146
Not enough data
7.7
157
Not enough data
Engagement
8.5
136
Not enough data
8.2
156
Not enough data
8.2
144
Not enough data
Performance
8.5
151
Not enough data
8.9
149
Not enough data
Generative AI
6.9
31
Not enough data
7.4
31
Not enough data
Channels
9.1
338
|
Verified
9.2
74
8.2
198
8.8
72
8.6
230
|
Verified
8.9
74
8.3
198
|
Verified
8.6
72
8.3
230
|
Verified
8.5
73
Generative AI
7.8
65
9.0
56
Functions
8.8
388
|
Verified
9.1
97
8.8
396
|
Verified
8.9
98
8.8
334
|
Verified
9.1
88
8.3
229
|
Verified
8.4
73
8.5
239
|
Verified
8.7
74
9.1
310
|
Verified
8.7
72
8.8
297
|
Verified
9.0
75
8.6
238
8.8
74
Agentic AI - Contact Center
6.4
7
8.9
15
8.3
7
8.8
14
6.9
8
8.6
15
6.2
7
8.8
15
Administrative
8.3
351
|
Verified
8.8
91
8.8
391
|
Verified
9.1
95
7.5
425
|
Verified
8.9
95
8.8
281
|
Verified
8.7
74
8.4
253
8.7
73
Responses
9.2
32
Not enough data
9.4
34
Not enough data
8.7
31
Not enough data
Automation - AI Agents
9.3
7
Not enough data
9.4
8
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
Platform
8.9
33
Not enough data
9.3
33
Not enough data
9.1
31
Not enough data
Autonomy - AI Agents
9.4
8
Not enough data
9.6
8
Not enough data
9.3
7
Not enough data
9.3
7
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
56
Not enough data
8.8
55
Not enough data
9.2
57
Not enough data
8.5
58
Not enough data
8.3
53
Not enough data
Platform
8.9
54
Not enough data
8.9
57
Not enough data
9.0
54
Not enough data
8.6
57
Not enough data
8.2
51
Not enough data
8.8
59
Not enough data
8.7
55
Not enough data
Generative AI
8.5
27
Not enough data
8.6
27
Not enough data
Workforce Management
8.7
169
Not enough data
8.6
159
Not enough data
8.5
150
Not enough data
8.3
148
Not enough data
8.0
116
Not enough data
Administration
8.1
141
Not enough data
8.5
160
Not enough data
8.4
167
Not enough data
7.9
141
Not enough data
8.5
150
Not enough data
Administration
9.2
24
Not enough data
8.9
23
Not enough data
9.2
22
Not enough data
Security
9.3
23
Not enough data
9.5
22
Not enough data
Messaging Channels
9.0
29
Not enough data
9.2
30
Not enough data
9.2
32
Not enough data
9.0
31
Not enough data
Administration
9.0
33
Not enough data
8.9
31
Not enough data
8.7
31
Not enough data
9.0
34
Not enough data
Platform
8.7
145
8.9
49
7.8
130
8.4
49
8.8
164
8.9
49
9.2
166
8.9
48
8.8
161
9.2
48
9.2
159
8.8
47
9.1
161
8.8
47
Generative AI
7.6
59
9.1
37
Workforce Management
8.9
152
8.9
49
8.8
149
8.9
48
Call Center Infrastructure (CCI)
6.7
7
Not enough data
7.1
7
Not enough data
5.2
7
Not enough data
5.2
7
Not enough data
Administrative
9.0
158
8.9
48
8.2
159
8.7
48
Customer Support
9.0
33
Not enough data
9.0
34
Not enough data
8.5
32
Not enough data
Automation
8.7
31
Not enough data
8.6
35
Not enough data
9.1
33
Not enough data
Artificial Intelligence
9.0
33
Not enough data
8.8
33
Not enough data
9.1
31
Not enough data
Generative AI
7.8
27
Not enough data
7.6
27
Not enough data
8.1
27
Not enough data
Communication
8.6
171
|
Verified
8.0
5
8.4
174
|
Verified
9.0
5
8.4
129
7.7
5
8.5
141
8.3
5
8.4
96
Not enough data
Internal Use
8.4
172
|
Verified
8.1
7
8.6
166
|
Verified
7.7
5
8.4
127
|
Verified
7.7
5
8.4
143
|
Verified
Not enough data
8.2
136
|
Verified
7.3
5
8.4
136
|
Verified
8.3
5
Generative AI
Not enough data
Not enough data
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
Agentic AI - Customer Self-Service
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
Generative AI
6.5(won by default)
11
Not enough data
6.8(won by default)
11
Not enough data
Process
8.3(won by default)
27
Not enough data
9.1(won by default)
29
Not enough data
8.8(won by default)
27
Not enough data
Channels
9.1(won by default)
29
Not enough data
9.0(won by default)
31
Not enough data
8.8(won by default)
31
Not enough data
9.7(won by default)
33
Not enough data
9.1(won by default)
30
Not enough data
Insight
9.5(won by default)
28
Not enough data
9.1(won by default)
33
Not enough data
9.0(won by default)
31
Not enough data
9.5(won by default)
28
Not enough data
Generative AI
7.2
24
Not enough data
Platform Basics - VoIP Providers
8.6
7
Not enough data
8.3
7
Not enough data
6.4
7
Not enough data
7.9
7
Not enough data
8.1
6
Not enough data
7.8
6
Not enough data
Basic Communication
9.6
62
Not enough data
7.5
44
Not enough data
8.3
50
Not enough data
8.3
45
Not enough data
8.8
51
Not enough data
8.7
52
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.0
52
Not enough data
7.9
46
Not enough data
7.8
47
Not enough data
Advanced Features
8.9
58
Not enough data
8.6
51
Not enough data
9.1
59
Not enough data
Voice Recognition - AI Voice Assistants
8.9
6
Not enough data
Speech Synthesis - AI Voice Assistants
9.4
6
Not enough data
8.9
6
Not enough data
9.2
6
Not enough data
Security and privacy - AI Voice Assistants
9.2
6
Not enough data
Compatibility - AI Voice Assistants
9.2
6
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
6.0
7
Not enough data
6.0
7
Not enough data
Calling
9.4
57
Not enough data
8.6
51
Not enough data
8.8
56
Not enough data
8.8
56
Not enough data
8.6
7
Not enough data
Contacts
8.6
54
Not enough data
8.5
53
Not enough data
8.3
51
Not enough data
Insights
8.5
52
Not enough data
8.9
54
Not enough data
8.5
54
Not enough data
8.1
49
Not enough data
8.1
48
Not enough data
7.8
6
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Not enough data
Features
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
6.9
17
Not enough data
6.4
17
Not enough data
6.8
17
Not enough data
6.8
16
Not enough data
7.4
16
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.4
15
Not enough data
7.3
16
Not enough data
7.8
16
Not enough data
7.4
16
Not enough data
Automation
8.0
17
Not enough data
8.1
16
Not enough data
7.3
16
Not enough data
Autonomy
6.3
19
Not enough data
6.3
18
Not enough data
6.9
18
Not enough data
7.0
17
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 Contact Center are categorized as Live Chat, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, and Customer Service Automation
Unique Categories
Genesys Cloud CX is categorized as AI Voice Assistants, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Social Customer Service, VoIP Providers, Proactive Notification, AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Co-Browsing
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
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.2%
Insurance
4.6%
Other
63.4%
Consumer Services
24.5%
Information Technology and Services
20.0%
Telecommunications
7.7%
Higher Education
3.9%
Banking
3.9%
Other
40.0%
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