What users are saying about
25 Ratings
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Score 8.4 out of 100
4 Ratings
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Score 9 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

eZ Platform

For a new site:1. Are there any hosting requirements? eZ Publish works best on a traditional LAMP stack.2. What is the expertise of the development and systems administrations individuals? There should be some PHP development experience and a solid level of Apache and MySQL hosting.3. Who will be managing the content of the site? What is their bandwidth for training? For ongoing content changes?
Josh Bair | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Security

Webex Contact Center
eZ Platform
9.0
Role-based user permissions
Webex Contact Center
eZ Platform
9.0

Platform & Infrastructure

Webex Contact Center
eZ Platform
8.0
API
Webex Contact Center
eZ Platform
7.0
Internationalization / multi-language
Webex Contact Center
eZ Platform
9.0

Web Content Creation

Webex Contact Center
eZ Platform
5.4
WYSIWYG editor
Webex Contact Center
eZ Platform
7.0
Code quality / cleanliness
Webex Contact Center
eZ Platform
5.0
Admin section
Webex Contact Center
eZ Platform
7.0
Page templates
Webex Contact Center
eZ Platform
3.0
Library of website themes
Webex Contact Center
eZ Platform
2.0
Publishing workflow
Webex Contact Center
eZ Platform
8.0
Form generator
Webex Contact Center
eZ Platform
6.0

Web Content Management

Webex Contact Center
eZ Platform
5.6
Content taxonomy
Webex Contact Center
eZ Platform
9.0
SEO support
Webex Contact Center
eZ Platform
5.0
Bulk management
Webex Contact Center
eZ Platform
2.0
Availability / breadth of extensions
Webex Contact Center
eZ Platform
6.0
Community / comment management
Webex Contact Center
eZ Platform
6.0

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

eZ Platform

  • Content Taxonomy: Content is managed in a tree. Though taxonomy vs folksonomy is a near-religious debate among professionals, clients seeing the system for the first time just seem to "get it" more often.
  • Content Flexibility: Common content types such as blog posts and articles are available out of the box. However, customizing these and creating new content types is very easy.
  • Developer Friendly: Developers need only a little PHP experience to get started. Of course being an expert doesn't hurt and opens the door for the development of custom modules.
Josh Bair | 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

eZ Platform

  • The template language: Outputting content or doing something special with it requires use of the templating language. Myself along with other developers I have trained, found this to be one of the biggest hurdles.
  • Layout of physical files: The system decides what settings files and templates to use based on a hierarchy of modules. The same file can exist in multiple modules and you can find yourself deep within very similar looking folder structures, causing confusion during debugging.
  • Community: eZ has a solid set of community contributors but the gap between it and Drupal or Wordpress is pretty large.
Josh Bair | 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

eZ Platform

eZ Publish isn't as large in community size and number of installations as other content management systems. However, it's just as capable and met our needs:
  • Developers, system administrators, and project manager can all speak the same language during the development and maintenance cycles of a site.
  • End-user training is very straight-forward.
  • Vendor support is available.
  • Client IT departments can access if need (developers/designers/sysadmins).
  • The community is there (forums) and there are solid contributions (extensions) from both the vendor and the community.
Josh Bair | 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

eZ Platform

  • Common knowledge: By making eZ a core offering, developers, system administrators, and project managers were able to communicate with each other effectively.
  • Training: Due to its content taxonomy, end-user training often went well.
  • Support: In our case, we had Gold support from eZ Publish which saved time and helped with customizations.
Josh Bair | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

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

eZ Platform

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
eZ Platform
6.0

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