Webex Contact Center vs. Coremetrics / IBM Digital Analytics (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.6 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
Coremetrics / IBM Digital Analytics (discontinued)
Score 8.0 out of 10
N/A
Based on the former Coremetrics, IBM Digital Analytics is a discontinued analytics product. IBM acquired Coremetrics in 2010, and re-branded the platform to the IBM Digital Marketing Optimization Solution. Product support was ultimately provided by Acoustic, but the product is not a part of the company's plans going forward.N/A
Pricing
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
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
Community Pulse
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Top Pros
Top Cons
Features
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.3
22 Ratings
1% below category average
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Agent dashboard9.022 Ratings00 Ratings
Validate callers7.621 Ratings00 Ratings
Outbound response7.115 Ratings00 Ratings
Call forwarding9.020 Ratings00 Ratings
Click-to-call (CTC)9.019 Ratings00 Ratings
Warm transfer8.221 Ratings00 Ratings
Predictive dialing6.411 Ratings00 Ratings
Interactive voice response9.019 Ratings00 Ratings
REST APIs8.020 Ratings00 Ratings
Call scripts8.817 Ratings00 Ratings
Call tracking8.119 Ratings00 Ratings
Multichannel integration9.420 Ratings00 Ratings
CRM software integration7.719 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.5
19 Ratings
3% above category average
Coremetrics / IBM Digital Analytics (discontinued)
-
Ratings
Inbound call routing9.018 Ratings00 Ratings
Omnichannel inbound routing9.018 Ratings00 Ratings
Recording9.818 Ratings00 Ratings
Quality management7.614 Ratings00 Ratings
Call analytics7.916 Ratings00 Ratings
Historical reporting8.418 Ratings00 Ratings
Live reporting8.217 Ratings00 Ratings
Customer surveys8.216 Ratings00 Ratings
Customer interaction analytics8.315 Ratings00 Ratings
Best Alternatives
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
StatCounter
StatCounter
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Siteimprove
Siteimprove
Score 8.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Contentsquare
Contentsquare
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Likelihood to Recommend
8.6
(23 ratings)
7.0
(24 ratings)
Likelihood to Renew
8.2
(1 ratings)
5.8
(18 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
2.3
(4 ratings)
Online Training
-
(0 ratings)
7.1
(2 ratings)
Implementation Rating
-
(0 ratings)
9.9
(2 ratings)
Configurability
-
(0 ratings)
8.0
(1 ratings)
Product Scalability
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Webex Contact CenterCoremetrics / IBM Digital Analytics (discontinued)
Likelihood to Recommend
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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Discontinued Products
IBM analytics has continued to improve upon the days of being the original core metrics. After using the updated version for quite some time, it has been great at providing the needed analytics to measure ROI and goal performance for our quarterly KPI's. It has resulted in a great increase in web engagements although we are a midsize company, smaller outfits may not need such an expensive option.
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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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Discontinued Products
  • IBM CXA comprises an acquisition called Tealeaf. This tool has deep heritage and this is evident in its present-day capabilities.
  • The Universal Behaviour Exchange or UBX puts the concept of personalisation at the forefront. The ability to combine physical (analog) and digital transactions to create the complete picture of a customer journey, is a stand out benefit.
  • The solution does not have to involve the purchase of software. IBM CXA can be sold as a service bundled with analytics as a service. This not only lowers the cost of ownership, it gets around one of the principal issues. Strong staff with design and analytical capability to drive the solution and deliver tangible benefits.
  • The seamless integration of Watson AI services to help with the heavy lifiting. Watson reinforces the analytical focus this solution has and can learn to recognise situations specific to a company.
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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.
Read full review
Discontinued Products
  • The user interface is in Flash, which can be very frustrating and slow at times. Apparently, this is to be transitioned in a future release.
  • Can only segment the last 93 days of data. Any historical segmentation beyond the 93 days must be run in Explore (which is credit based, and has its own limitations with the number of credits per month, based on the initial contract with IBM).
  • Reports can only display 93 days of data at a given time for custom date ranges. There are pre-programmed date ranges setup with IBM during implementation (last week, last month, last quarter etc.), but are not flexible enough to answer more specific questions.
  • Certain reports cannot have segments applied, making answering some simple questions a bit more tricky. For example, I can create a segment around mobile devices and apply it to the marketing channels report, but I can't create a marketing channel segment and apply it to the mobile reports.
  • Built in API calls allows for nice report design and automation.
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Likelihood to Renew
Cisco
No answers on this topic
Discontinued Products
IBM Digital Analytics is a great solution for our clients and I believe they offer the best solution for the retail space. We have access to IBM support via email or live chat and they can answer many of the reporting questions that come up. IBM is receptive to our feedback of the product so I am confident they will continue making improvements
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Usability
Cisco
No answers on this topic
Discontinued Products
Very easy to implement and use.
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Reliability and Availability
Cisco
No answers on this topic
Discontinued Products
Never had any issues
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Performance
Cisco
No answers on this topic
Discontinued Products
As reports are templated, the system is pretty quick. Sometimes you have to wait a bit for a report to render. Or you might have to re-load the page. But there is no real issue here and the system is on par with other similar systems.
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Support Rating
Cisco
No answers on this topic
Discontinued Products
Overall, the level of support is very good and I would say it is a strong asset of the solution. However, you can sometimes feel that there is a difference of level among the support team.
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Online Training
Cisco
No answers on this topic
Discontinued Products
Online training is really great. One of the best assets that they have. Lots of great videos, pop quizzes at the end of each module. Fantastic. Other tools have similar features, but not as good.
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Implementation Rating
Cisco
No answers on this topic
Discontinued Products
See previous comment: reading and understanding the encyclopedic implementation guide is a must.
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Alternatives Considered
Cisco
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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Discontinued Products
Much of the work we did in IBM Digital Analytics could have been answered through Google Analytics, a much simpler, agile and FREE solution set. Not mention, given the vast number of Google Analytics USERS, free and actionable support is simply a click away ... this compared to IBM Digital Analytics fractured and often absent support service.
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Scalability
Cisco
No answers on this topic
Discontinued Products
This solution can support large amount of data and transaction. The way that user management features are built, it shows it is meant for large organizations.
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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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Discontinued Products
  • We spend too much time trying to work around bugs on the new UI.
  • We spend too much time trying to figure out how to make certain segments work because support and the knowledge center are lackluster.
  • Our sales rep is very unresponsive and leaves us searching for a lot of answers on our own, including what other products we may benefit from that IBM offers.
Read full review
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