Webex Contact Center vs. Imagicle

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Imagicle
Score 8.6 out of 10
N/A
Imagicle, a Cisco Preferred Solution Developer in Massarosa, offers what they present as a complete suite of software applications for enabling Communications in large, medium and small businesses. Tools include call queueing, call recording, directory, call analytics and monitoring, and IP fax server for Cisco and Cisco Jabber users.N/A
Pricing
Webex Contact CenterImagicle
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterImagicle
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Webex Contact CenterImagicle
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.1
29 Ratings
3% below category average
Imagicle
-
Ratings
Agent dashboard9.328 Ratings00 Ratings
Validate callers8.726 Ratings00 Ratings
Outbound response6.422 Ratings00 Ratings
Call forwarding9.026 Ratings00 Ratings
Click-to-call (CTC)9.025 Ratings00 Ratings
Warm transfer8.527 Ratings00 Ratings
Predictive dialing7.017 Ratings00 Ratings
Interactive voice response8.322 Ratings00 Ratings
REST APIs7.826 Ratings00 Ratings
Call scripts8.223 Ratings00 Ratings
Call tracking8.026 Ratings00 Ratings
Multichannel integration8.026 Ratings00 Ratings
CRM software integration7.426 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
26 Ratings
1% above category average
Imagicle
-
Ratings
Inbound call routing7.825 Ratings00 Ratings
Omnichannel inbound routing8.424 Ratings00 Ratings
Recording9.025 Ratings00 Ratings
Quality management9.021 Ratings00 Ratings
Call analytics8.423 Ratings00 Ratings
Historical reporting9.125 Ratings00 Ratings
Live reporting8.024 Ratings00 Ratings
Customer surveys7.523 Ratings00 Ratings
Customer interaction analytics7.621 Ratings00 Ratings
Best Alternatives
Webex Contact CenterImagicle
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10

No answers on this topic

Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10

No answers on this topic

Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterImagicle
Likelihood to Recommend
8.6
(30 ratings)
8.4
(2 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Usability
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterImagicle
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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Imagicle S.p.a.
Imagicle is a powerful communications tool that guarantees the same user experience on all devices, the office and remotely, working perfectly from any place and device so that we all feel comfortable with the best customer service integrated with solutions that we already use. providing great benefits and development to advance.
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Pros
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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Imagicle S.p.a.
  • Imagicle is a platform that has made it easy for me to start and organize communication through calls with my work team, a perfect online collaboration tool that increases productivity and saves time with wonderful features and functions that fit what we always need.
  • I really like that it allows companies and teams to manage accessibility and call flow in a simple and intuitive way, with 100% call recording and voice analysis. It is a tool that works perfectly adjusting to all kinds of needs.
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Cons
Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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Imagicle S.p.a.
  • Imagicle is a call platform that guarantees transparent and immediate processes when receiving calls, offering immediacy to our clients without wasting their time, it is an excellent tool with features that fit all kinds of needs because Imagicle is for everyone who most What I like is that it is compatible with assistance tools for users with visual disabilities, a fast, simple and safe tool that guarantees great results.
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Usability
Cisco
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
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Imagicle S.p.a.
No answers on this topic
Alternatives Considered
Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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Imagicle S.p.a.
Imagicle is wonderful because it allows me to work in a much more productive and collaborative way as well as offer a unique and intelligent service to my clients. I can manage calls online which saves time on travel expenses and money, storage, and recording. It provides excellent functions that help increase productivity and ah great results in unified communications, delivers quality with secure calls is perfect for collaborating online and exceeding customer expectations. In addition to being easy to use, it offers a free trial.
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Return on Investment
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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Imagicle S.p.a.
  • At the time of calls, it shows the name, number and photo of the contact, which makes it much easier to identify clients, it is a platform that works visually, safely and quickly, allowing calls to be answered with just one click, controlling each status of colleagues with the opportunity also to place the calls in queue.
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view