Webex Contact Center vs. Inbenta Enterprise Search

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.8 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
Inbenta Enterprise Search
Score 8.0 out of 10
Enterprise companies (1,001+ employees)
Inbenta is a conversational intelligence technology provider headquartered in Sunnyvale. Inbenta Search is a search tool built with the vendor’s Symbolic AI and Natural Language Processing (NLP) that aims to help the user reduce support cost by understanding customers’ questions and quickly delivering the most relevant answers, providing a self-service solution to customer support.N/A
Pricing
Webex Contact CenterInbenta Enterprise Search
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterInbenta Enterprise Search
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional DetailsInbenta is a scalable solution. The vendor charges based on the number of sessions or searches that occur on the user's support site. The vendor also offers free trials with certain partner integrations including Zendesk and Salesforce Desk.com.
More Pricing Information
Community Pulse
Webex Contact CenterInbenta Enterprise Search
Top Pros
Top Cons
Features
Webex Contact CenterInbenta Enterprise Search
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.0
27 Ratings
4% below category average
Inbenta Enterprise Search
-
Ratings
Agent dashboard9.426 Ratings00 Ratings
Validate callers8.725 Ratings00 Ratings
Outbound response5.720 Ratings00 Ratings
Call forwarding9.025 Ratings00 Ratings
Click-to-call (CTC)9.024 Ratings00 Ratings
Warm transfer8.526 Ratings00 Ratings
Predictive dialing6.215 Ratings00 Ratings
Interactive voice response8.421 Ratings00 Ratings
REST APIs8.024 Ratings00 Ratings
Call scripts8.521 Ratings00 Ratings
Call tracking7.724 Ratings00 Ratings
Multichannel integration8.024 Ratings00 Ratings
CRM software integration7.324 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
24 Ratings
1% above category average
Inbenta Enterprise Search
-
Ratings
Inbound call routing7.823 Ratings00 Ratings
Omnichannel inbound routing8.522 Ratings00 Ratings
Recording9.323 Ratings00 Ratings
Quality management9.019 Ratings00 Ratings
Call analytics8.121 Ratings00 Ratings
Historical reporting9.223 Ratings00 Ratings
Live reporting8.022 Ratings00 Ratings
Customer surveys7.721 Ratings00 Ratings
Customer interaction analytics7.419 Ratings00 Ratings
Best Alternatives
Webex Contact CenterInbenta Enterprise Search
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Algolia
Algolia
Score 8.9 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Guru
Guru
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Guru
Guru
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterInbenta Enterprise Search
Likelihood to Recommend
8.7
(28 ratings)
8.0
(1 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterInbenta Enterprise Search
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
Read full review
Inbenta Technologies Inc.
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.
Read full review
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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Inbenta Technologies Inc.
  • 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.
Read full review
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.
Read full review
Inbenta Technologies Inc.
  • 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.
Read full review
Alternatives Considered
Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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Inbenta Technologies Inc.
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.
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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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Inbenta Technologies Inc.
  • Enabled our developers to quickly deploy changes to the search model.
  • NLP-powered semantic search feedback provides good actionable insights.
Read full review
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

Inbenta Enterprise Search Screenshots

Screenshot of Inbenta Search Sample Result