TrustRadius

Webex Contact Center

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
Pricing
Webex Contact Center
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
Webex Contact Center
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
Webex Contact Center
Considered Both Products
Webex Contact Center
Verified User
Technician
Chose Webex Contact Center
I do really like Team Viewer for the remote assistance but Webex Contact Center is a pretty close second.
Verified User
Engineer
Chose Webex Contact Center
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 …
Verified User
Consultant
Chose Webex Contact Center
Have not performed any Five9 deployments so I am not 100% sure how they differ but the Webex Contact Center solution is very robust and well thawed out.
Verified User
Manager
Chose Webex Contact Center
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 …
Verified User
Team Lead
Chose Webex Contact Center
Webex Connect is a powerful tool to add digital channels and enrich the user experience.
Verified User
Engineer
Chose Webex Contact Center
Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides.
JD
jennifer david
Identity Access Management Lead
Chose Webex Contact Center
Webex Contact Center is a more stable company and more equipped with what we need in terms of the contact center.
Christopher Cavendish | TrustRadius Reviewer
Christopher Cavendish
Senior Voice / Collaboration Engineer
Chose Webex Contact Center
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.
SM
Sadia Marium
Senior Network Engineer
Chose Webex Contact Center
Cisco is a core networking solutions provider that's why we have trust on Cisco
Verified User
Engineer
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Verified User
Professional
Chose Webex Contact Center
Webex Contact Center has good customer support and the operators are happy. The operators initially had difficulties using the platform but the Webex team has guided multiple times to help the operators get used to the platform. Lead time to reply to students is also less on …
J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
Researcher/student
Chose Webex Contact Center
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 …
Duane Thompson | TrustRadius Reviewer
Duane Thompson
Product Development Lead
Chose Webex Contact Center
It is a unified, omnichannel contact center solution managed and administered from the cloud to help improve organizational operational efficiency and also reduce costs.
Verified User
Account Manager
Chose Webex Contact Center
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN …
Randall Crumm | TrustRadius Reviewer
Randall Crumm
Sr. IT Manager - Global Unified Communications
Chose Webex Contact Center
Hindsight is 20/20, and I think we should have probably gone to Five9.
Verified User
Contributor
Chose Webex Contact Center
Cisco Webex Contact Center has the edge over the on-prem services with the option to scale to a higher number of agents and greater PSTN trunk capacity, which takes longer time to ramp up on-prem, and with the existing Webex solutions for meetings, users are pretty happy with …
Top Pros
Top Cons
Features
Webex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.2
24 Ratings
2% below category average
Agent dashboard8.923 Ratings
Validate callers7.622 Ratings
Outbound response7.017 Ratings
Call forwarding9.022 Ratings
Click-to-call (CTC)8.921 Ratings
Warm transfer8.123 Ratings
Predictive dialing6.613 Ratings
Interactive voice response9.020 Ratings
REST APIs8.022 Ratings
Call scripts8.918 Ratings
Call tracking8.121 Ratings
Multichannel integration9.422 Ratings
CRM software integration7.621 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.4
21 Ratings
2% above category average
Inbound call routing9.020 Ratings
Omnichannel inbound routing9.020 Ratings
Recording9.820 Ratings
Quality management7.716 Ratings
Call analytics7.718 Ratings
Historical reporting8.420 Ratings
Live reporting8.119 Ratings
Customer surveys8.118 Ratings
Customer interaction analytics8.217 Ratings
Best Alternatives
Webex Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternatives
User Ratings
Webex Contact Center
Likelihood to Recommend
8.5
(25 ratings)
Likelihood to Renew
8.2
(1 ratings)
User Testimonials
Webex Contact Center
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.
Verified User
Anonymous
Read full review
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.
MD
Melroy D'Souza
Systems Owner
Read full review
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.
Verified User
Anonymous
Read full review
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.
Verified User
Anonymous
Read full review
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.
Verified User
Anonymous
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