Webex Contact Center vs. Collab OneContact CC

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.6 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
OneContact CC
Score 7.3 out of 10
N/A
OneContact CC is a call center platform from Collab in Portugal.N/A
Pricing
Webex Contact CenterCollab OneContact CC
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterOneContact CC
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterCollab OneContact CC
Top Pros
Top Cons
Features
Webex Contact CenterCollab OneContact CC
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.3
22 Ratings
1% below category average
Collab OneContact CC
-
Ratings
Agent dashboard9.022 Ratings00 Ratings
Validate callers7.621 Ratings00 Ratings
Outbound response7.115 Ratings00 Ratings
Call forwarding9.020 Ratings00 Ratings
Click-to-call (CTC)9.019 Ratings00 Ratings
Warm transfer8.221 Ratings00 Ratings
Predictive dialing6.411 Ratings00 Ratings
Interactive voice response9.019 Ratings00 Ratings
REST APIs8.020 Ratings00 Ratings
Call scripts8.817 Ratings00 Ratings
Call tracking8.119 Ratings00 Ratings
Multichannel integration9.420 Ratings00 Ratings
CRM software integration7.719 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.5
19 Ratings
3% above category average
Collab OneContact CC
-
Ratings
Inbound call routing9.018 Ratings00 Ratings
Omnichannel inbound routing9.018 Ratings00 Ratings
Recording9.818 Ratings00 Ratings
Quality management7.614 Ratings00 Ratings
Call analytics7.916 Ratings00 Ratings
Historical reporting8.418 Ratings00 Ratings
Live reporting8.217 Ratings00 Ratings
Customer surveys8.216 Ratings00 Ratings
Customer interaction analytics8.315 Ratings00 Ratings
Best Alternatives
Webex Contact CenterCollab OneContact CC
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
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
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
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterCollab OneContact CC
Likelihood to Recommend
8.6
(23 ratings)
7.3
(1 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterCollab OneContact CC
Likelihood to Recommend
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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Collab
Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
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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.
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Collab
  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
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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.
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Collab
  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
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Alternatives Considered
Cisco
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.
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Collab
CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching). OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution. Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
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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.
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Collab
  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
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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