Excellent All in One Contact Centre Solution
May 06, 2024
Excellent All in One Contact Centre Solution
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
We replaced our legacy (and no longer supported) contact centre solution with Webex Contact Center. Webex Contact Center replaces a selection of other products (call recording / pabx / reporting / MI) with a single cloud based setup. We took the opportunity to start using digital channels since we have migrated to Webex Contact Center and this has proven very popular with our end customer.
- Easy to deploy
- An all in one solution
- Time saving
- Moving tenant between regions was more difficult that we expected
- Upgrading the trail to a production instance was also time consuming
- No Capex required for this solution (which makes our CFO very happy)
- Digital channels are builtin and therefore very easy to deploy
- The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded
1) Noise suppression works very well for our agents. Far less complaints about a customer's handset or background noise.
2) Real time transcription is a big timesaver and we are able to move this transcription into our CRM which is very beneficial to our org.
3) AI Virtual Agent is very handy for offloading routine tasks before they reach a physical agent.
2) Real time transcription is a big timesaver and we are able to move this transcription into our CRM which is very beneficial to our org.
3) AI Virtual Agent is very handy for offloading routine tasks before they reach a physical agent.
We have combined Webex Contact Center with Webex Calling. This was we were able to get up and running in record time since WebEx was already well established within our organisation. User experience is similar for admins, agents and supervisors and they are able to use the same headsets across the services.
Webex Contact Center exceeds our specifications for security. The platform is fully HIPPA compliant and data is encrypted at rest and in transit. The platform also supports Single Sign On and Active Directory Synchronisation which means that login and password relatated issues are kept to an absolute minimum.
- Genesys Cloud CX, Cisco Unified Contact Center and Five9
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
Do you think Webex Contact Center delivers good value for the price?
Yes
Are you happy with Webex Contact Center's feature set?
Yes
Did Webex Contact Center live up to sales and marketing promises?
Yes
Did implementation of Webex Contact Center go as expected?
Yes
Would you buy Webex Contact Center again?
Yes