Alida CXM vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alida CXM
Score 7.0 out of 10
N/A
Alida CXM (formerly Vision Critical) is designed to enable users to listen to direct & indirect sources of customer feedback, perform automated actions on collected feedback and have complete visibility into key customer experience metrics so users can create exemplary customer experiences day after day. Alida CXM offers a holistic customer experience platform that brings in both operational and experiential data, integrates this data with the tools to collect, understand and action customer…N/A
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
Pricing
Alida CXMWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alida CXMWebex Contact Center
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
Alida CXMWebex Contact Center
Top Pros
Top Cons
Features
Alida CXMWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Alida CXM
-
Ratings
Webex Contact Center
8.0
27 Ratings
4% below category average
Agent dashboard00 Ratings9.426 Ratings
Validate callers00 Ratings8.725 Ratings
Outbound response00 Ratings5.820 Ratings
Call forwarding00 Ratings9.025 Ratings
Click-to-call (CTC)00 Ratings9.024 Ratings
Warm transfer00 Ratings8.526 Ratings
Predictive dialing00 Ratings6.215 Ratings
Interactive voice response00 Ratings8.421 Ratings
REST APIs00 Ratings8.024 Ratings
Call scripts00 Ratings8.521 Ratings
Call tracking00 Ratings7.724 Ratings
Multichannel integration00 Ratings8.024 Ratings
CRM software integration00 Ratings7.324 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Alida CXM
-
Ratings
Webex Contact Center
8.3
24 Ratings
1% above category average
Inbound call routing00 Ratings7.823 Ratings
Omnichannel inbound routing00 Ratings8.522 Ratings
Recording00 Ratings9.323 Ratings
Quality management00 Ratings9.019 Ratings
Call analytics00 Ratings8.121 Ratings
Historical reporting00 Ratings9.223 Ratings
Live reporting00 Ratings8.022 Ratings
Customer surveys00 Ratings7.721 Ratings
Customer interaction analytics00 Ratings7.419 Ratings
Best Alternatives
Alida CXMWebex Contact Center
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alida CXMWebex Contact Center
Likelihood to Recommend
5.0
(7 ratings)
8.7
(28 ratings)
Likelihood to Renew
7.5
(6 ratings)
8.2
(1 ratings)
Usability
3.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Alida CXMWebex Contact Center
Likelihood to Recommend
Alida
From my experience, I believe that Vision Critical offers the best software to manage an insights community. They are great to work with, and my opinion has only improved over time. However, that doesn't mean it is the best survey software overall. If someone simply needs to program and distribute surveys, this may or may not be the right solution. There are some other really great survey tools on the market that are competitively priced and offer very intuitive interfaces (like Qualtrics). If you are going to recruit people to answer surveys or provide feedback on an ongoing basis (re-contacting and engaging with the same people repeatedly), though, Vision Critical would be my #1 recommendation.
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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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Pros
Alida
  • The team is helpful in creating complicated survey logic
  • The team is accommodating in creating interfaces that suit our desired look
  • The team keeps in regular contact in order to effectively manage our requests and goals
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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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Cons
Alida
  • The functionality when creating a new questionnaire is rather clunky, particularly when there are a few conditional factors in the logical flow; being able to see those factors and how they apply with some sort of other logical layout would really help when creating a longer survey.
  • There are quite a few steps that aren't intuitive when launching a survey, for instance all the various dates (launch date, reserve date, survey date, etc etc etc). If there were a description field if you hovered above labeled areas of sections that explained what this field was for that would really help
  • It doesn't help either that the entire site is grey; it's a cold environment to be in for a long time, and the simple design makes it seem more clunky than it probably really is.
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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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Likelihood to Renew
Alida
Vision Critical often requires you to dump the data to a statistical program. I hate that step. You waste time, and improve the chance of data being lost, or changed.
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Cisco
No answers on this topic
Usability
Alida
I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.
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Cisco
No answers on this topic
Support Rating
Alida
Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable
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Cisco
No answers on this topic
Alternatives Considered
Alida
Vision Critical is more appealing visually but no where near as complex or robust. Vision Critical is also much more expensive though.
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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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Return on Investment
Alida
  • Our use of Vision Critical's software has allowed us to dramatically increase the amount of research that we do, at a much lower cost. Since there is no incremental cost for each survey we field, we can ask many questions we wouldn't have been able to otherwise.
  • Our use of an insights community has also sped up the research process, allowing us to write, program, field and report on a survey within only a few days.
  • Because of the two advantages listed above, we have been able to listen closer to our customers' opinions.
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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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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