What users are saying about
24 Ratings
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Score 8.4 out of 100
2 Ratings
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Score 8 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

Inbenta Enterprise Search

If you are looking for an enterprise search platform that offers an easy to use interface and if high performance is not really your priority, then I believe Inbenta Enterprise Search would fit your use case. For most other situations, I would recommend using a tried and tested search platform like Apache Solr.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Inbenta Enterprise Search

  • Fairly easy to use interface.
  • Quick to onboard new users, both in terms of access as well as training.
  • The NLP-based semantic search feature is quite impressive.
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

Inbenta Enterprise Search

  • It is a fairly new tool in the market, so not much market feedback exists for this. This made us apprehensive in using it.
  • The documentation and online forums are bare minimum.
  • Quite buggy when working with multiple sources.
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

Inbenta Enterprise Search

Apache Solr to Inbenta is like Java to Python. Apache Solr is powerful and handles complex search platforms well. Inbenta, on the other hand, is meant to be easy to use and does not lay too much emphasis on performance. If you are a small or medium business, Inbenta may suit your needs better. However, if you wish to manage a large and complex search platform, Solr is the way to go.
Anonymous | 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

Inbenta Enterprise Search

  • Enabled our developers to quickly deploy changes to the search model.
  • NLP-powered semantic search feedback provides good actionable insights.
Anonymous | TrustRadius Reviewer

Screenshots

Webex Contact Center

Inbenta Enterprise Search

Pricing Details

Webex Contact Center

General

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

Inbenta Enterprise Search

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Inbenta Enterprise Search
8.0

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