What users are saying about
10 Ratings
25 Ratings
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Score 8.4 out of 100
10 Ratings
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Score 9.7 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

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.
Georgiana Florea | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Security

Webex Contact Center
Custify
9.7
Role-based user permissions
Webex Contact Center
Custify
9.7

Platform & Infrastructure

Webex Contact Center
Custify
9.7
API
Webex Contact Center
Custify
9.7

Customer Data Extraction / Integration

Webex Contact Center
Custify
9.4
Product usage
Webex Contact Center
Custify
9.7
Help desk / support tickets
Webex Contact Center
Custify
9.1

Customer Success Management

Webex Contact Center
Custify
9.7
Sponsor tracking
Webex Contact Center
Custify
9.1
Customer profiles
Webex Contact Center
Custify
9.7
Automated workflow
Webex Contact Center
Custify
9.2
Internal collaboration
Webex Contact Center
Custify
10.0
Customer health scoring
Webex Contact Center
Custify
10.0
Customer segmentation
Webex Contact Center
Custify
10.0

CSM Reporting & Analytics

Webex Contact Center
Custify
9.5
Customer health trends
Webex Contact Center
Custify
10.0
Engagement analytics
Webex Contact Center
Custify
9.4
Dashboards
Webex Contact Center
Custify
9.1

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

Custify

  • As many health scores as you want per account on one screen.
  • As many lifecycles as you want per account on one screen.
  • Lots of health history information per client on one screen.
  • Very easy usage for team collaboration.
Anonymous | 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

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.
Anonymous | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Custify

Custify 8.0
Based on 1 answer
Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept
Anonymous | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Custify

Custify 10.0
Based on 1 answer
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
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

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.
Maria-Mirabela Ganta | 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

Custify

  • Positive impact on churn reduction.
  • Easy view of the customer onboarding progress.
  • Playbooks make contacting a specific group of clients very easy.
Nemanja Klajic | TrustRadius Reviewer

Screenshots

Webex Contact Center

Pricing Details

Webex Contact Center

General

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

Custify

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Custify
9.7

Usability

Webex Contact Center
Custify
8.0

Support Rating

Webex Contact Center
Custify
10.0

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