Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
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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.
Amazon Connect appears to be a very complete system. But we still prefer to stick with Webex, as it is more accessible and cheaper in many ways. In our region, it is difficult to acquire Amazon Connect as well, and that is why we stayed with Webex. But since we're already …
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
I would say I'm probably between a seven and an eight. It depends on what the customer wants for. If the reporting is a big issue to them that they can't just report on any calls that are made from the phone, that might not be a solution fix for them. But for the most customers, especially if they're traditional based contact centers, it is a good fit for them. With the digital channels that come in that they can now start taking chat messages or SMS texts or emails or whatever like that, there's some advantages to having those channels. For that scenario, as long as the customer understands well, we have a couple of these, what I don't call one-offs or caveats, until we get those figured out, I am good with taking customers through that product and I think they'll have a good experience customer. The big customer I just brought, they love it. They absolutely love the product. They have the integration with, they use Google text to speech, so they can type out their prompts, they can change their prompts, menu options on the fly. They can type out what they want to say and the Google text to speech reads that message to the callers so they don't have to record the prompts and that stuff. That's something they absolutely love and I think it's been a good fit for them. Retail is one because of the digital channels, I think I've already mentioned well suited for, and I think we definitely got customers that fit that really well. I think it will fit customers that have distributed stores or distributed branch offices. I think that's a real good fit for them from a cloud-based system or people that work from home in a hybrid and work environments, contact centers, working from home, all good fits. Where I don't think it fits real well right now is when you've got customers that depend on that phone system being up. We lose our internet connectivity now I can't get to my cloud-based WebEx, cloud-based contact center. I have to switch to some other way to get out to the internet or customers that the business model says I cannot buy company policy, put my stuff in the cloud and there's limitations and I've got a customer like that that needs it on-prem and WebEx Contact center is not going to be a fit for them or WebEx calling or any of those. Cloud-based systems are not going to be a fit for them. And we need on-prem solutions for that.
Better highlighting of the call flows so you can better follow when troubleshooting.
Unless already available, it would be great to have a test number to call into and have the call flow light up to indicate your current position in the flow.
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
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).
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.
