What users are saying about
49 Ratings
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Score 9.4 out of 100
182 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Contact Center Software

    9.2

    Webex Contact Center

    92%

    MindTouch

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    MindTouch

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.7

    Webex Contact Center

    97%
    12 Ratings
    8.0

    MindTouch

    80%
    111 Ratings

    Likelihood to Renew

    Webex Contact Center

    N/A
    0 Ratings
    8.8

    MindTouch

    88%
    18 Ratings

    Usability

    Webex Contact Center

    N/A
    0 Ratings
    9.0

    MindTouch

    90%
    30 Ratings

    Performance

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    MindTouch

    80%
    20 Ratings

    Support Rating

    Webex Contact Center

    N/A
    0 Ratings
    8.0

    MindTouch

    80%
    63 Ratings

    Online Training

    Webex Contact Center

    N/A
    0 Ratings
    8.8

    MindTouch

    88%
    5 Ratings

    Implementation Rating

    Webex Contact Center

    N/A
    0 Ratings
    7.7

    MindTouch

    77%
    20 Ratings

    Configurability

    Webex Contact Center

    N/A
    0 Ratings
    5.0

    MindTouch

    50%
    5 Ratings

    Ease of integration

    Webex Contact Center

    N/A
    0 Ratings
    9.0

    MindTouch

    90%
    1 Rating

    Product Scalability

    Webex Contact Center

    N/A
    0 Ratings
    1.4

    MindTouch

    14%
    3 Ratings

    Vendor post-sale

    Webex Contact Center

    N/A
    0 Ratings
    9.3

    MindTouch

    93%
    4 Ratings

    Likelihood to Recommend

    Cisco

    It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
    Read full review

    MindTouch

    MindTouch excels at managing the content of varying types, such as product manuals and knowledge base replacements. Not only can content be easily created in MindTouch, but it can also be delivered into MindTouch from external authoring tools using APIs. It doesn't take the place of our complete help website, but it can be simply included in it for a more streamlined assistance experience.
    Read full review

    Pros

    Cisco

    • Simple and easy to use dashboard
    • Auto generation of transcripts
    • AI supporting the operator as a virtual assistant
    • Well suited for a large number of user
    • Customer support
    Read full review

    MindTouch

    • MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
    • The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
    • The editor tools supplied through MindTouch make styling our documentation a breeze.
    • The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.
    Read full review

    Cons

    Cisco

    • The chat space could be improved within the call rooms to be able to share quick writings.
    • In international calls there are usually failures, especially audio.
    • Being able to have an unlimited number of users at the same time in basic rooms.
    Read full review

    MindTouch

    • Link validation tracker. I want to be notified when a link is broken or be able to run a site-wide report on-demand.
    • Content Reuse tracker. I need to know where content or images are being used/re-used.
    • Global search and replace
    • Drag and drop, file/folder hierarchy
    • Poor quality of image resizing. Results in blurry screenshots.
    • Ability to change date range of popular page analytics. Right now, the oldest pages are the most popular pages.
    Read full review

    Pricing Details

    Webex Contact Center

    Starting Price

    Editions & Modules

    Webex Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talk to Expert

      MindTouch

      Starting Price

      Editions & Modules

      MindTouch editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Cisco

        No answers on this topic

        MindTouch

        We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
        Read full review

        Usability

        Cisco

        No answers on this topic

        MindTouch

        The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
        Read full review

        Performance

        Cisco

        No answers on this topic

        MindTouch

        MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
        Read full review

        Support Rating

        Cisco

        No answers on this topic

        MindTouch

        It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box
        Read full review

        Online Training

        Cisco

        No answers on this topic

        MindTouch

        Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
        Read full review

        Implementation Rating

        Cisco

        No answers on this topic

        MindTouch

        Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
        Read full review

        Alternatives Considered

        Cisco

        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.
        Read full review

        MindTouch

        I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
        Read full review

        Scalability

        Cisco

        No answers on this topic

        MindTouch

        We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
        Read full review

        Return on Investment

        Cisco

        • It doesn't take a lot of investment to train new Webex users.
        • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
        • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
        Read full review

        MindTouch

        • Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page.
        • We have seen a tremendous increase in customer traffic and SEO.
        • MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content.
        • The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.
        Read full review

        Screenshots

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