Webex Contact Center vs. Cloud Call Center

The Webex Contact Center enables rapid deployment for the customer and offers a wide range of customization. It is suitable for small businesses that want to quickly deploy a basic contact center, but also for larger ones with more complex needs like multi-channel or CRM integration.

Incentivized

Cloud Call is best suited for any form of call center operations be it heavy inbound or outbound call volumes. It's an all-in-one dialer that takes care of all needs. The analytics tool will give you in-depth info on each call and also generate reports on ready-to-consume statistics for all calls in a given time period.

Incentivized

• Simple and easy to use dashboard
• Auto generation of transcripts
• AI supporting the operator as a virtual assistant
• Well suited for a large number of user
• Customer support

• Ease of Use
• Softphones
• Integration to other applications

Incentivized

• The chat space could be improved within the call rooms to be able to share quick writings.
• In international calls there are usually failures, especially audio.
• Being able to have an unlimited number of users at the same time in basic rooms.

Incentivized

• Cost
• Needs more feature updates.
• More integration with third party recorders.

Incentivized

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.

Incentivized

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.

Incentivized

• It doesn't take a lot of investment to train new Webex users.
• Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
• It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.

Incentivized

• Increased efficiency.
• Increased customer satisfaction.
• Increased our support teams productivity.
• Helps with training.

Incentivized