Webex Contact Center vs. MiContact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 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
MiContact Center
Score 9.5 out of 10
N/A
Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.N/A
Pricing
Webex Contact CenterMiContact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterMiContact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterMiContact Center
Top Pros
Top Cons
Features
Webex Contact CenterMiContact Center
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
MiContact Center
8.5
2 Ratings
2% above category average
Agent dashboard9.426 Ratings9.01 Ratings
Validate callers8.725 Ratings8.01 Ratings
Outbound response5.820 Ratings9.02 Ratings
Call forwarding9.025 Ratings8.42 Ratings
Click-to-call (CTC)9.024 Ratings9.52 Ratings
Warm transfer8.526 Ratings9.01 Ratings
Predictive dialing6.215 Ratings7.52 Ratings
Interactive voice response8.421 Ratings9.52 Ratings
REST APIs8.024 Ratings8.01 Ratings
Call scripts8.521 Ratings8.01 Ratings
Call tracking7.724 Ratings9.02 Ratings
Multichannel integration8.024 Ratings8.01 Ratings
CRM software integration7.324 Ratings8.01 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
MiContact Center
8.6
2 Ratings
4% above category average
Inbound call routing7.823 Ratings8.52 Ratings
Omnichannel inbound routing8.522 Ratings9.01 Ratings
Recording9.323 Ratings8.52 Ratings
Quality management9.019 Ratings8.52 Ratings
Call analytics8.121 Ratings8.01 Ratings
Historical reporting9.223 Ratings9.01 Ratings
Live reporting8.022 Ratings9.01 Ratings
Customer surveys7.721 Ratings9.01 Ratings
Customer interaction analytics7.419 Ratings8.01 Ratings
Best Alternatives
Webex Contact CenterMiContact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterMiContact Center
Likelihood to Recommend
8.7
(28 ratings)
9.5
(2 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterMiContact Center
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.
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Mitel Networks Corporation
We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.
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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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Mitel Networks Corporation
  • Call forwarding
  • Voicemail
  • Detailed contact list
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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.
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Mitel Networks Corporation
  • Can be little economic
  • Hustle to find the right analysis
  • Support can be improved
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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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Mitel Networks Corporation
- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.
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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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Mitel Networks Corporation
  • It keeps all side of our company connected
  • Helps facilitate remote work
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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