25 Ratings
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Score 8.4 out of 100
Top Rated
50 Ratings
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Score 8.2 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

Khoros Communities (Formerly Spredfast + Lithium)

If an organization has a large, open community where they want to get customers and prospects talking, they should consider Khoros. If you're looking to build a more targeted community with extensive gamification and built-in rewards (e.g. customer advocacy program), this may not be the best solution for you. Determining what one needs out of a community platform is imperative before deciding how to move forward. Khoros is fabulous for the reason stated, but lacks what's needed for smaller, specific communities geared towards turning customers into fans.
Jeni Asaba | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Webex Contact Center
8.6
Khoros Communities (Formerly Spredfast + Lithium)
Inbound call routing
Webex Contact Center
9.1
Khoros Communities (Formerly Spredfast + Lithium)
Omnichannel inbound routing
Webex Contact Center
8.5
Khoros Communities (Formerly Spredfast + Lithium)
Recording
Webex Contact Center
7.5
Khoros Communities (Formerly Spredfast + Lithium)
Quality management
Webex Contact Center
9.1
Khoros Communities (Formerly Spredfast + Lithium)
Call analytics
Webex Contact Center
7.7
Khoros Communities (Formerly Spredfast + Lithium)
Historical reporting
Webex Contact Center
7.9
Khoros Communities (Formerly Spredfast + Lithium)
Live reporting
Webex Contact Center
9.1
Khoros Communities (Formerly Spredfast + Lithium)
Customer surveys
Webex Contact Center
9.1
Khoros Communities (Formerly Spredfast + Lithium)
Customer interaction analytics
Webex Contact Center
9.1
Khoros Communities (Formerly Spredfast + Lithium)

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

Khoros Communities (Formerly Spredfast + Lithium)

  • Customization possibilities: Khoros Communities platform is very customizable, in terms of UI, features, permissions, and other areas.
  • Search capabilities: the best search I've ever experienced, with auto-suggestions, many filtering options.
  • Features: Khoros Communities is a feature-rich platform that has everything a demanding Community Manager may need. Various forum types, outstanding gamification options, detailed community analytics.
  • Availability and stability of the platform is 100%.
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

Khoros Communities (Formerly Spredfast + Lithium)

  • Adjusting to the concept of quilts was a learning curve. Creating layouts was not intuitive and requires some training and practice.
  • The admin dashboard could be better by updating the UI so it's easier to use and find the settings you're looking for. Requires training and practice to get used to.
  • Bulk archive should be a feature! Right now, it's just a page at a time.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 3 answers
It's a great value.
Veit Irtenkauf | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 7.3
Based on 2 answers
Like every backend, it can always be improved upon.The excellent thing is that Khoros have a hugely active customer support community as well as a fantastic case management system to triage support issues and requests. So regardless of your level of knowledge or familiarity, you're well supported out of the box.
Kate Fenerty | TrustRadius Reviewer

Reliability and Availability

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
I've hardly ever seen downtime in any of their production communities. There's the occasional reboot needed for config reasons or if patches are applied, but these take place after customer approval and typically last only a few minutes.
Veit Irtenkauf | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 3 answers
They are responsive and proactive. They are really on top of things. They send personal emails to check in on you. It feels like they really know you. You only get emails from 3-4 people at Khoros – they must be customer assigned.
Anonymous | TrustRadius Reviewer

In-Person Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 9.1
Based on 1 answer
I think it is engaging and has good instructors.
Lili McDonald | TrustRadius Reviewer

Online Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 4.5
Based on 2 answers
It was out of the box training - pre-recorded/ not live. There was nothing for more advanced topics like APIs. They do have a good knowledge base and community that you can access and folks in there are responsive. I would however like more advanced training options.
Anonymous | TrustRadius Reviewer

Implementation Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 10.0
Based on 2 answers
We were up against a hard stop with Jive’s contract ending and Khoros connected us with a deployment partner to do accelerated deployment using a template approach. It could have happened in 2 weeks. We did not end up going that way since we wanted more customization. Lithium handled technical stuff like migration, but a lot of the process is self-deployment. It’s one of the ways they teach use of the system is having the user self-implement.

Overall, the implementation was super easy to do. Doing single sign-on (SSO) was the only hard part. The implementation ended up taking nine weeks total, but in hindsight, we could have done in it six. Most of the implementation time was spent in course work, which consisted of on-demand training - approximately 7-8 hours that you are required for you to do, before they turn on the system. During this nine week period, about 50% of my time was spent on implementation.

We had a deployment manager who we were able to email 1-1. I leaned on him heavily. He was great at all hours, for example, they would call back at 7pm PST. They were very responsive.

Content migration strategy is important to consider. Moving from an existing community you need to strategically choose how your layout will be. Two different systems will have two different ways to format communities. For example, Jive has communities with sub-communities, whereas Khoros has community, category, and boards.

Contact migration is also an important consideration. You need to think through how you are going to move contacts from your old community to a new one. For example, are you going to create new logins and passwords? We were hoping to use the integration with Salesforce.com to be a portal, but ended up using an in-house solution that works well to maintain same the same logins. The next related question is are you going to be able to keep them connected to all the posts in your old community? We migrated old posts. If you have a tech-savvy team, you can do a self-migration. Khoros has a migration services team that we utilized. It cost us $10k to move content and posts were kept tied to the user.

The next consideration is your launch/promotion plan. Khoros helped us out and gave us a lot of examples. They shared pre-launch email dates, follow-up emails, FAQ pages (e.g. to explain why switching, why better).
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

Khoros Communities (Formerly Spredfast + Lithium)

I was not part of the Khoros negotiation upfront, however, from what I have been able to take away. Khoros is the best in class Community expert. The relationship we have with the team continues to be a positive one which is not always the case. The team has been attentive to our growth pace..jumping in and providing support at the right times and sharing insights to help drive change and overall awareness.
Lillian Laporte | TrustRadius Reviewer

Scalability

Webex Contact Center

No score
No answers yet
No answers on this topic

Khoros Communities (Formerly Spredfast + Lithium)

Khoros Communities (Formerly Spredfast + Lithium) 7.7
Based on 21 answers
The platform seems to be improving every day to help meet our requirements. My main concern would be the underlying technology and how you have to work in their Studio. However, Khoros has shared their plans to address our concerns. This has me very optimistic about how we'll be able to achieve in the future.
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

Khoros Communities (Formerly Spredfast + Lithium)

  • Drive adoption & SEO - 95% of our visitor traffic comes from organic search. We believe Khoros does something right to drive this much traffic.
  • Drive support scale and case deflection - Answers can be marked as solutions. Solution visual clues show up both on Google Search and in the platform - making it easier for members to find the right answers.
Claire Flanagan | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

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

Khoros Communities (Formerly Spredfast + Lithium)

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Khoros Communities (Formerly Spredfast + Lithium)
8.3

Likelihood to Renew

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
10.0

Usability

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
7.3

Reliability and Availability

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
9.0

Support Rating

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
10.0

In-Person Training

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
9.1

Online Training

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
4.5

Implementation Rating

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
10.0

Scalability

Webex Contact Center
Khoros Communities (Formerly Spredfast + Lithium)
7.7

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