What users are saying about
13 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

Cisco 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

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
Rolf Kramer | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Cloud Call Center
Agent dashboard
Cisco Webex Contact Center
7.0
Cloud Call Center
Validate callers
Cisco Webex Contact Center
8.8
Cloud Call Center
Outbound response
Cisco Webex Contact Center
8.6
Cloud Call Center
Call forwarding
Cisco Webex Contact Center
9.1
Cloud Call Center
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Cloud Call Center
Warm transfer
Cisco Webex Contact Center
7.0
Cloud Call Center
Predictive dialing
Cisco Webex Contact Center
7.3
Cloud Call Center
Interactive voice response
Cisco Webex Contact Center
9.1
Cloud Call Center
REST APIs
Cisco Webex Contact Center
9.1
Cloud Call Center
Call scripts
Cisco Webex Contact Center
6.4
Cloud Call Center
Call tracking
Cisco Webex Contact Center
7.3
Cloud Call Center
Multichannel integration
Cisco Webex Contact Center
7.0
Cloud Call Center
CRM software integration
Cisco Webex Contact Center
7.3
Cloud Call Center

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Cloud Call Center
Inbound call routing
Cisco Webex Contact Center
9.1
Cloud Call Center
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Cloud Call Center
Recording
Cisco Webex Contact Center
6.7
Cloud Call Center
Quality management
Cisco Webex Contact Center
9.1
Cloud Call Center
Call analytics
Cisco Webex Contact Center
7.0
Cloud Call Center
Historical reporting
Cisco Webex Contact Center
7.3
Cloud Call Center
Live reporting
Cisco Webex Contact Center
9.1
Cloud Call Center
Customer surveys
Cisco Webex Contact Center
9.1
Cloud Call Center
Customer interaction analytics
Cisco Webex Contact Center
9.1
Cloud Call Center

Pros

Cisco 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

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications
Rolf Kramer | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration
Rolf Kramer | TrustRadius Reviewer

Alternatives Considered

Cisco 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 offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Cloud Call Center

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
Rolf Kramer | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality
Rolf Kramer | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

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

Cloud Call Center

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Cloud Call Center
9.0

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