What users are saying about
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Top Rated
1204 Ratings
13 Ratings
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Score 7.9 out of 100

Microsoft Teams

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Top Rated
1204 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Cisco 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

Microsoft Teams

[Microsoft Teams] is well suited for organizations that need an all-in-one collaboration tool, and one that has the standard features that most organizations use. This is a benefit, rather than having to deploy a number of different tools/software in an environment. It is less appropriate in organizations that want to deploy something rather quickly and for users to get up and running quickly with the software. It does take more formal training to learn this software platform.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Microsoft Teams
Agent dashboard
Cisco Webex Contact Center
7.0
Microsoft Teams
Validate callers
Cisco Webex Contact Center
8.8
Microsoft Teams
Outbound response
Cisco Webex Contact Center
8.6
Microsoft Teams
Call forwarding
Cisco Webex Contact Center
9.1
Microsoft Teams
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Microsoft Teams
Warm transfer
Cisco Webex Contact Center
7.0
Microsoft Teams
Predictive dialing
Cisco Webex Contact Center
7.3
Microsoft Teams
Interactive voice response
Cisco Webex Contact Center
9.1
Microsoft Teams
REST APIs
Cisco Webex Contact Center
9.1
Microsoft Teams
Call scripts
Cisco Webex Contact Center
6.4
Microsoft Teams
Call tracking
Cisco Webex Contact Center
7.3
Microsoft Teams
Multichannel integration
Cisco Webex Contact Center
7.0
Microsoft Teams
CRM software integration
Cisco Webex Contact Center
7.3
Microsoft Teams

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Microsoft Teams
Inbound call routing
Cisco Webex Contact Center
9.1
Microsoft Teams
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Microsoft Teams
Recording
Cisco Webex Contact Center
6.7
Microsoft Teams
Quality management
Cisco Webex Contact Center
9.1
Microsoft Teams
Call analytics
Cisco Webex Contact Center
7.0
Microsoft Teams
Historical reporting
Cisco Webex Contact Center
7.3
Microsoft Teams
Live reporting
Cisco Webex Contact Center
9.1
Microsoft Teams
Customer surveys
Cisco Webex Contact Center
9.1
Microsoft Teams
Customer interaction analytics
Cisco Webex Contact Center
9.1
Microsoft Teams

Project Management

Cisco Webex Contact Center
Microsoft Teams
7.6
Task Management
Cisco Webex Contact Center
Microsoft Teams
7.8
Gantt Charts
Cisco Webex Contact Center
Microsoft Teams
6.8
Scheduling
Cisco Webex Contact Center
Microsoft Teams
7.9
Workflow Automation
Cisco Webex Contact Center
Microsoft Teams
6.9
Mobile Access
Cisco Webex Contact Center
Microsoft Teams
8.8
Search
Cisco Webex Contact Center
Microsoft Teams
7.9
Visual planning tools
Cisco Webex Contact Center
Microsoft Teams
6.9

Communication

Cisco Webex Contact Center
Microsoft Teams
8.1
Chat
Cisco Webex Contact Center
Microsoft Teams
8.7
Notifications
Cisco Webex Contact Center
Microsoft Teams
8.2
Discussions
Cisco Webex Contact Center
Microsoft Teams
8.6
Surveys
Cisco Webex Contact Center
Microsoft Teams
7.6
Internal knowledgebase
Cisco Webex Contact Center
Microsoft Teams
7.3
Integrates with GoToMeeting
Cisco Webex Contact Center
Microsoft Teams
7.7
Integrates with Gmail and Google Hangouts
Cisco Webex Contact Center
Microsoft Teams
7.1
Integrates with Outlook
Cisco Webex Contact Center
Microsoft Teams
9.2

File Sharing & Management

Cisco Webex Contact Center
Microsoft Teams
8.4
Versioning
Cisco Webex Contact Center
Microsoft Teams
8.4
Video files
Cisco Webex Contact Center
Microsoft Teams
8.4
Audio files
Cisco Webex Contact Center
Microsoft Teams
8.4
Document collaboration
Cisco Webex Contact Center
Microsoft Teams
8.4
Access control
Cisco Webex Contact Center
Microsoft Teams
8.4
Advanced security features
Cisco Webex Contact Center
Microsoft Teams
8.5
Integrates with Google Drive
Cisco Webex Contact Center
Microsoft Teams
7.8
Device sync
Cisco Webex Contact Center
Microsoft Teams
8.7

Pros

Cisco 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

Microsoft Teams

  • Team and Channels: are only of the greatest feature, which was first introduced by Microsoft Teams in the market and then the overall ideology was seen in various other competitors. Teams can be made by grouping as many as team members you would want and channels are futher subsections, which can help you divide your conversations and have a history relevant to matters in its desired groups.
  • Dark mode: is also somethinng a user will not get in corporate software's. Teams will provide you this feature, which will help you accomodate colors of your software according to the light conditions at your workplace. This feature helps you work long hours without making your eyes suffer any type of pain or efforts.
  • Appended Calendar: is another great feature of this tool is that your schedule can always be visited with just a click and you can plan your day according to what you see on your screen, most of the time. It's super easy to juggle around with the calendar and set new meetings and calls, on the fly.
  • File sharing: is made easy and stable with Teams. You can easily share any type of file, be it in any format, in a single drag and drop, you can send it accross countries, to your partner working, miles away. The best part is that, everything is stored on Microsoft SharePoint, which is the backend of Microsoft Teams, and this give you a sense of high reliance, with your most important files as well.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Microsoft Teams

  • A taskbar widget that allows replies from right clicking the taskbar icon.
  • more GIF engines beyond GIPHY, or a native GIPHY interface complete with mood categories.
  • Recent Chats column collapsible to bubbles with initial before disappearing when narrowing the window, similar to Apple iMessage on Mac software.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Microsoft Teams

Microsoft Teams 10.0
Based on 2 answers
Microsoft Teams has really shown how it can assist in this current environment but even without so, it is valuable as a tool to connect with individuals and collaborate on conference schedules.
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Microsoft Teams

Microsoft Teams 7.3
Based on 29 answers
There is way too much clicking in circles and multi-step processes for tasks that should be simple, like moving documents from one place to another or navigating the document set. Things that should be drag and drop take 3 or more clicks to achieve, and you have to wait a significant amount of time for the page to load after each click. The software seems bloated and slow
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Microsoft Teams

Microsoft Teams 7.7
Based on 127 answers
Microsoft Teams has a good support and an easy system to find answers. There are also tutorials available for learning the basics of the program which is very helpful. Being able to use the program on computers, tablets and mobile devices is very helpful. The whole Outlook 360 package has a good support network which makes integrating new programs into the office easier
Karen Zelzer | TrustRadius Reviewer

Alternatives Considered

Cisco 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 offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Microsoft Teams

We have used Slack, Skype for Business, Zoom, WebEx and many other tools in the past. Each tool had a quirk and either did not scale well or was good at just one thing. Teams combines collaboration, chat, communication in one powerful tool. That has enabled us to reduce the number of tools being deployed and used.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Microsoft Teams

  • POSITIVE: We can communicate with each other without having to be at the same place, so we save on plane tickets sometimes.
  • POSITIVE: Meetings can be recorded, so people who missed it can view it at a later time.
  • BAD: People chat more instead of speaking and quality of communications decreases.
  • BAD: Teams documentation is badly formatted, hard to find and hard to edit which results in loss of time.
  • BAD: Teams often has issues, so we often have to wait for people to solve the issues before we can hold the meeting which results in loss of time.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

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

Cisco Webex Contact Center Editions & Modules

Additional Pricing Details

Microsoft Teams

General

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

Microsoft Teams Editions & Modules

Edition
Free$0.001
Microsoft 365 Business Basic$5.001
Microsoft 365 Business Standard$12.501
Office 365 E3$20.001
  1. Per Month
Additional Pricing Details
Discounts are available for non profit organizations.

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Microsoft Teams
8.3

Likelihood to Renew

Cisco Webex Contact Center
Microsoft Teams
10.0

Usability

Cisco Webex Contact Center
Microsoft Teams
7.3

Support Rating

Cisco Webex Contact Center
Microsoft Teams
7.7

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