Webex Contact Center vs. Keatext

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.

Incentivized

Keatext is adequate and competent for the study of texts, phrases and words in the professional area; to deliver a different approach to customer feedback to provide alternatives that shorten response times; the end goal is to respond proactively and adjust acceptable policies.

Incentivized

• 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.

Incentivized

• You can detect or analyze feelings in French, Italian, Arabic, and English.
• You can classify text and comments in different languages.
• Easy to use for both professionals and non-professionals.
• Use analytics to gain deep insight into what's happening on social media platforms.
• Simple interface.

Incentivized

• 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.

Incentivized

• It is only available in French, Arabic, Spanish and English. I really would love it to be in the Hindi language.

Incentivized

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.

We were using Freshdesk before using Keatext. When it comes to report & dashboard analysis Keatext provides advanced analytics options. Keatext provides high availability with integrations options of mail notifications & SMS notifications as well. Keatext provides chatbot options for auto-respond user queries.

Incentivized

• 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.

Incentivized

• Keatext allows the creation of custom tests to meet the needs of each business.
• Automate UX research for scalability.
• Provides analytical data in addition to tracking user experience.