What users are saying about
51 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.3 out of 100
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.1 out of 100

Feature Set Ratings

    Contact Center Software

    9.2

    Webex Contact Center

    92%

    Custify

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    Custify

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    Security

    Webex Contact Center

    Feature Set Not Supported
    N/A
    7.3

    Custify

    73%
    Custify ranks higher in 1/1 features

    Role-based user permissions

    N/A
    0 Ratings
    7.3
    73%
    11 Ratings

    Platform & Infrastructure

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.1

    Custify

    81%
    Custify ranks higher in 2/2 features

    API

    N/A
    0 Ratings
    8.2
    82%
    11 Ratings

    Integration with Salesforce.com

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Customer Data Extraction / Integration

    Webex Contact Center

    Feature Set Not Supported
    N/A
    9.1

    Custify

    91%
    Custify ranks higher in 2/2 features

    Product usage

    N/A
    0 Ratings
    9.1
    91%
    11 Ratings

    Help desk / support tickets

    N/A
    0 Ratings
    9.1
    91%
    1 Rating

    Customer Success Management

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.4

    Custify

    84%
    Custify ranks higher in 7/7 features

    NPS surveys

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Sponsor tracking

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Customer profiles

    N/A
    0 Ratings
    8.2
    82%
    11 Ratings

    Automated workflow

    N/A
    0 Ratings
    9.0
    90%
    11 Ratings

    Internal collaboration

    N/A
    0 Ratings
    7.3
    73%
    11 Ratings

    Customer health scoring

    N/A
    0 Ratings
    9.1
    91%
    11 Ratings

    Customer segmentation

    N/A
    0 Ratings
    9.1
    91%
    11 Ratings

    CSM Reporting & Analytics

    Webex Contact Center

    Feature Set Not Supported
    N/A
    9.0

    Custify

    90%
    Custify ranks higher in 3/3 features

    Customer health trends

    N/A
    0 Ratings
    9.1
    91%
    11 Ratings

    Engagement analytics

    N/A
    0 Ratings
    9.0
    90%
    11 Ratings

    Dashboards

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Attribute Ratings

    • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.7

    Webex Contact Center

    97%
    12 Ratings
    9.1

    Custify

    91%
    11 Ratings

    Usability

    Webex Contact Center

    N/A
    0 Ratings
    8.9

    Custify

    89%
    2 Ratings

    Support Rating

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    Custify

    91%
    2 Ratings

    Likelihood to Recommend

    Cisco

    It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
    Read full review

    Custify

    Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
    Read full review

    Pros

    Cisco

    • 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
    Read full review

    Custify

    • 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
    • Getting multiple health scores and trends on one screen.
    Read full review

    Cons

    Cisco

    • 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.
    Read full review

    Custify

    • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
    • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
    Read full review

    Pricing Details

    Webex Contact Center

    Starting Price

    Editions & Modules

    Webex Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talk to Expert

      Custify

      Starting Price

      Editions & Modules

      Custify editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Usability

        Cisco

        No answers on this topic

        Custify

        I like custify because it does exactly what you think it would. It's reliable and delivers quality organization and analytics for our usage. It's only downfall is it's lack of specific analytics and combination with sales tools that make customer transferring easy. Overall highly recommend using custify and are in a smaller business.
        Read full review

        Support Rating

        Cisco

        No answers on this topic

        Custify

        Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
        Read full review

        Alternatives Considered

        Cisco

        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.
        Read full review

        Custify

        This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
        Read full review

        Return on Investment

        Cisco

        • 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.
        Read full review

        Custify

        • Free to paid conversions have gone up, and we see more customers choosing premium options than before, since we're using the automatic workflows to make sure the trial is a lot more focused on helping them see results before they pay a single dollar.
        Read full review

        Screenshots

        Add comparison