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Telecommunications · head to head

Genesys Cloud vs Webex by Cisco

Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Rated
-
Full reviewWebsite
Webex by Cisco logo

Webex by Cisco

Communication & Collaboration

A simpler, smarter way to work

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Webex by Cisco has a free tier, so it costs nothing to try first.
  • Each has a real cost: Genesys Cloud all four published tiers are billed annually; Webex by Cisco listed on UK G-Cloud at £6 per user per month for Cisco Webex, via reseller Conscia Group UK Ltd (ITGL)
  • They diverge on capability: Genesys Cloud covers Omnichannel, Webex by Cisco covers Video and audio conferencing.

Where they differ

Only the attributes on which Genesys Cloud and Webex by Cisco actually diverge.

Attributes where Genesys Cloud and Webex by Cisco differ
AttributeGenesys CloudWebex by Cisco
Starting price$75/monthFree
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, Windows, Macos, Linux, Ios, Android
CategoryTelecommunicationsCommunication & Collaboration
Founded19901984

Identical on both: pricing model (subscription), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Genesys Cloud

  • Omnichannel
  • ACD
  • IVR
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Microsoft Dynamics

Only in Webex by Cisco

  • Video and audio conferencing
  • Screen sharing and annotation
  • Virtual backgrounds
  • Recording and playback
  • Meeting transcription
  • Chat and messaging
  • Calendar integration
  • Breakout sessions

Both cover

  • Salesforce
  • SOC2

What people use each for

The jobs each tool is most often brought in to do.

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot Webex by Cisco
  • Workforce engagement and routing for large support operationsnot Webex by Cisco

Webex by Cisco

  • Video conferencingnot Genesys Cloud
  • Webinarsnot Genesys Cloud
  • Virtual eventsnot Genesys Cloud
  • Trainingnot Genesys Cloud
  • Enterprise communicationnot Genesys Cloud

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Webex by Cisco

  • Listed on UK G-Cloud at £6 per user per month for Cisco Webex, via reseller Conscia Group UK Ltd (ITGL)

Pricing, plan by plan

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Webex by Cisco

Free
  • FreeFree
    • Unlimited 1:1 meetings
    • Group meetings (40 min limit, 100 participants)
    • HD video
  • Pro$13.5/month
    • Unlimited meetings (500 participants)
    • Cloud recording and storage
    • Advanced scheduling
  • Business$18/month
    • Everything in Pro
    • Custom branding
    • Advanced security
  • Enterprise$undefined/month
    • Unlimited everything
    • Dedicated account manager
    • Custom deployment

Which should you pick?

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want acd.
Genesys Cloud review

Choose Webex by Cisco if

  • You need video and audio conferencing.
  • You want to start without paying.
  • You work on Web, Windows, Macos, Linux, Ios, Android.
  • You also want screen sharing and annotation.
Webex by Cisco review

Questions people ask

Is Genesys Cloud or Webex by Cisco better?
Neither clearly leads. Genesys Cloud starts at $75/month and Webex by Cisco at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Genesys Cloud or Webex by Cisco?
Webex by Cisco has a free tier; the other does not. Paid plans start at $75/month for Genesys Cloud and Free for Webex by Cisco.
Does Genesys Cloud or Webex by Cisco run on more platforms?
Genesys Cloud runs on Web, Desktop, Ios, Android. Webex by Cisco runs on Web, Windows, Macos, Linux, Ios, Android.
Can I use Webex by Cisco for free?
Yes. Webex by Cisco has a free tier, so you can try it without paying. Genesys Cloud starts at $75/month.
What is Genesys Cloud best used for?
Genesys Cloud is most often used for cloud contact centre across voice, digital and self service channels, workforce engagement and routing for large support operations. Of those, cloud contact centre across voice, digital and self service channels and workforce engagement and routing for large support operations are not what Webex by Cisco is typically brought in for.
What can Genesys Cloud do that Webex by Cisco cannot?
Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Webex by Cisco covers Video and audio conferencing, Screen sharing and annotation, Virtual backgrounds, Recording and playback. Both handle Salesforce, SOC2.
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