Webex Contact Center vs. Microsoft Teams

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
Microsoft Teams
Score 8.0 out of 10
N/A
Microsoft Teams combines video conferencing software with team collaboration tools. The communications platform allows MS Office users to conduct conference calls and share files via SharePoint, and join or initiate a group chat.
$5
per month
Pricing
Webex Contact CenterMicrosoft Teams
Editions & Modules
No answers on this topic
Free
$0.00
per user/per month
Microsoft 365 Business Basic
$5.00
per user/per month
Microsoft 365 Business Standard
$12.50
per user/per month
Office 365 E3
$20.00
per user/per month
Offerings
Pricing Offerings
Webex Contact CenterMicrosoft Teams
Free Trial
NoNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscounts are available for non profit organizations.
More Pricing Information
Community Pulse
Webex Contact CenterMicrosoft Teams
Considered Both Products
Webex Contact Center
Chose Webex Contact Center
It was our intention, that Webex Contact Center fits our needs better, it's easier to administrate from our side and also easier to use from the agent side which is also important. The speed under heavy workload is also a bit better with Webex Contact Center with our measures …
Chose Webex Contact Center
It's an application where you can perform calls and chat as well. Additionally, support availability and admin control for the support staff.
Chose Webex Contact Center
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
Chose Webex Contact Center
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN …
Microsoft Teams
Chose Microsoft Teams
We selected Microsoft Teams because it flawlessly integrated with our backend systems and provided the most secure connection without compromising our InfoSec standards. It filled an enormous gap that we had in sharing files, live chat, and organizing projects. While not …
Top Pros
Top Cons
Features
Webex Contact CenterMicrosoft Teams
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.1
29 Ratings
3% below category average
Microsoft Teams
-
Ratings
Agent dashboard9.328 Ratings00 Ratings
Validate callers8.726 Ratings00 Ratings
Outbound response6.422 Ratings00 Ratings
Call forwarding9.026 Ratings00 Ratings
Click-to-call (CTC)9.025 Ratings00 Ratings
Warm transfer8.527 Ratings00 Ratings
Predictive dialing7.017 Ratings00 Ratings
Interactive voice response8.422 Ratings00 Ratings
REST APIs7.826 Ratings00 Ratings
Call scripts8.223 Ratings00 Ratings
Call tracking8.026 Ratings00 Ratings
Multichannel integration8.026 Ratings00 Ratings
CRM software integration7.426 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
26 Ratings
1% above category average
Microsoft Teams
-
Ratings
Inbound call routing7.825 Ratings00 Ratings
Omnichannel inbound routing8.424 Ratings00 Ratings
Recording9.025 Ratings00 Ratings
Quality management9.021 Ratings00 Ratings
Call analytics8.423 Ratings00 Ratings
Historical reporting9.125 Ratings00 Ratings
Live reporting8.024 Ratings00 Ratings
Customer surveys7.523 Ratings00 Ratings
Customer interaction analytics7.621 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Webex Contact Center
-
Ratings
Microsoft Teams
7.1
182 Ratings
10% below category average
Task Management00 Ratings7.4137 Ratings
Gantt Charts00 Ratings6.270 Ratings
Scheduling00 Ratings7.8153 Ratings
Workflow Automation00 Ratings6.695 Ratings
Mobile Access00 Ratings7.9174 Ratings
Search00 Ratings7.3160 Ratings
Visual planning tools00 Ratings6.5111 Ratings
Communication
Comparison of Communication features of Product A and Product B
Webex Contact Center
-
Ratings
Microsoft Teams
7.6
191 Ratings
5% below category average
Chat00 Ratings8.8190 Ratings
Notifications00 Ratings8.0189 Ratings
Discussions00 Ratings8.4177 Ratings
Surveys00 Ratings7.2104 Ratings
Internal knowledgebase00 Ratings6.9117 Ratings
Integrates with GoToMeeting00 Ratings6.947 Ratings
Integrates with Gmail and Google Hangouts00 Ratings6.043 Ratings
Integrates with Outlook00 Ratings8.8156 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Webex Contact Center
-
Ratings
Microsoft Teams
7.3
177 Ratings
11% below category average
Versioning00 Ratings7.0122 Ratings
Video files00 Ratings7.4150 Ratings
Audio files00 Ratings7.5152 Ratings
Document collaboration00 Ratings8.1164 Ratings
Access control00 Ratings7.4148 Ratings
Advanced security features00 Ratings6.9110 Ratings
Integrates with Google Drive00 Ratings6.153 Ratings
Device sync00 Ratings7.9124 Ratings
Best Alternatives
Webex Contact CenterMicrosoft Teams
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Stackby
Stackby
Score 9.6 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Troop Messenger
Troop Messenger
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
HCL Connections
HCL Connections
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterMicrosoft Teams
Likelihood to Recommend
8.6
(30 ratings)
8.0
(269 ratings)
Likelihood to Renew
8.2
(1 ratings)
5.3
(9 ratings)
Usability
8.2
(1 ratings)
6.9
(52 ratings)
Availability
-
(0 ratings)
9.0
(1 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.3
(113 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
6.3
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Professional Services
-
(0 ratings)
7.0
(7 ratings)
User Testimonials
Webex Contact CenterMicrosoft Teams
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
Microsoft
Positive: The virtual workspace created for a work team within the same company, for the resemblance of information and communications in one place.Negative: The access for members of a non-profit organization who have external emails from the host but need the same access as an internal person since their volunteer work is part of the very core of the federation.
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.
Read full review
Microsoft
  • Virtual meetings - ease of set up and execution
  • File sharing! We build channels for projects, and being able to invite only project members is huge!
  • Peer-to-peer communications - being able to "ping" one of my colleagues, either text, video or call-only, on-demand, is what runs our business.
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
Microsoft
  • The feature of notifications in the mobile application could be improved. Sometimes notifications of different teams are not visible and are only visible when the application is opened.
  • It uses lots of computational resources while running and thus, slows down the system sometimes.
  • It allows a few channels per team. The number of channels could be increased for better productivity.
Read full review
Likelihood to Renew
Cisco
No answers on this topic
Microsoft
Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product
Read full review
Usability
Cisco
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
Read full review
Microsoft
User experience has been much better than the previous Skype for Business app. It has an easy-to-use interface with persistent chats. The search feature is very fast and useful. MS Teams has mostly focused on Collaboration and team building features which are very useful for organizational communications. Since Teams is accessible from multiple platforms like Laptop, Desktop, Mobile phones, etc it has been very convenient from a Mobility perspective.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Microsoft
Rare, but outages do happen
Read full review
Performance
Cisco
No answers on this topic
Microsoft
Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.
Read full review
Support Rating
Cisco
No answers on this topic
Microsoft
Using Microsoft Teams has resulted in much faster business communications with both co-workers and consultants. There has been little need for support with this software as the interface is very intuitive and the product is overall very well designed. We did encounter an issue with the built-in phone service, however, this was quickly resolved by the support team.
Read full review
Implementation Rating
Cisco
No answers on this topic
Microsoft
I find everything I need for my day-to-day work.
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.
Read full review
Microsoft
Our company and IT department previously used Skype for our communication needs. Skype was not dependable in my opinion, because it seems each time I used it during a call and/or a meeting, I and several other team members would get disconnected more than once. This caused a great interruption of our meeting, caused team members to have to ask others to repeat themselves and caused a general lack of interest in employee attendance during meetings.
Read full review
Contract Terms and Pricing Model
Cisco
No answers on this topic
Microsoft
Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.
Read full review
Scalability
Cisco
No answers on this topic
Microsoft
It does not appear to have a limit to how many teams and employees we can have using it
Read full review
Professional Services
Cisco
No answers on this topic
Microsoft
I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.
Read full review
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.
Read full review
Microsoft
  • I'm not sure I can point to a specific ROI, but it has improved our ability to communicate and work more effectively together.
  • It's also nice to have records of every interaction, photo, and document that has been shared. Less chance of something completely disappearing.
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