What users are saying about
25 Ratings
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Score 8.4 out of 100
7 Ratings
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Score 5.7 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Clarabridge
Agent dashboard
Webex Contact Center
7.7
Clarabridge
Validate callers
Webex Contact Center
8.9
Clarabridge
Outbound response
Webex Contact Center
8.8
Clarabridge
Call forwarding
Webex Contact Center
9.1
Clarabridge
Click-to-call (CTC)
Webex Contact Center
8.8
Clarabridge
Warm transfer
Webex Contact Center
7.7
Clarabridge
Predictive dialing
Webex Contact Center
8.3
Clarabridge
Interactive voice response
Webex Contact Center
9.1
Clarabridge
REST APIs
Webex Contact Center
9.1
Clarabridge
Call scripts
Webex Contact Center
7.3
Clarabridge
Call tracking
Webex Contact Center
7.9
Clarabridge
Multichannel integration
Webex Contact Center
7.7
Clarabridge
CRM software integration
Webex Contact Center
7.9
Clarabridge

Workforce Optimization (WFO)

Webex Contact Center
8.6
Clarabridge
Inbound call routing
Webex Contact Center
9.1
Clarabridge
Omnichannel inbound routing
Webex Contact Center
8.5
Clarabridge
Recording
Webex Contact Center
7.5
Clarabridge
Quality management
Webex Contact Center
9.1
Clarabridge
Call analytics
Webex Contact Center
7.7
Clarabridge
Historical reporting
Webex Contact Center
7.9
Clarabridge
Live reporting
Webex Contact Center
9.1
Clarabridge
Customer surveys
Webex Contact Center
9.1
Clarabridge
Customer interaction analytics
Webex Contact Center
9.1
Clarabridge

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | TrustRadius Reviewer

Cons

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

Clarabridge

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
Anonymous | TrustRadius Reviewer

Alternatives Considered

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | TrustRadius Reviewer

Clarabridge

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
Brandon Johnson | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Clarabridge

  • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
Gino Abbate III, MBA | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Clarabridge

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Clarabridge
5.0

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