What users are saying about
180 Ratings
24 Ratings
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Score 8.4 out of 100
180 Ratings
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Score 7 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

MindTouch

If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Webex Contact Center
8.6
MindTouch
Inbound call routing
Webex Contact Center
9.1
MindTouch
Omnichannel inbound routing
Webex Contact Center
8.5
MindTouch
Recording
Webex Contact Center
7.5
MindTouch
Quality management
Webex Contact Center
9.1
MindTouch
Call analytics
Webex Contact Center
7.7
MindTouch
Historical reporting
Webex Contact Center
7.9
MindTouch
Live reporting
Webex Contact Center
9.1
MindTouch
Customer surveys
Webex Contact Center
9.1
MindTouch
Customer interaction analytics
Webex Contact Center
9.1
MindTouch

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

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.
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

MindTouch

  • When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case.
  • The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else.
  • Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content.
  • Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history.
  • In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.8
Based on 18 answers
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.
Olav Andreas Frenning | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.5
Based on 29 answers
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.
Kristen Kiley | TrustRadius Reviewer

Performance

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.0
Based on 10 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.6
Based on 32 answers
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
Anonymous | TrustRadius Reviewer

Online Training

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.8
Based on 5 answers
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.
Olav Andreas Frenning | TrustRadius Reviewer

Implementation Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.7
Based on 10 answers
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
Lisa Fontaine | 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

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
Travis Sousa | TrustRadius Reviewer

Scalability

Webex Contact Center

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 1.4
Based on 3 answers
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
Ziv Peled | 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

MindTouch

  • Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
  • Traffic to our knowledge center is increasing monthly.
  • Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.
Carol Menzigian | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

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

MindTouch

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$0

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
MindTouch
7.6

Likelihood to Renew

Webex Contact Center
MindTouch
8.8

Usability

Webex Contact Center
MindTouch
7.5

Performance

Webex Contact Center
MindTouch
8.0

Support Rating

Webex Contact Center
MindTouch
7.6

Online Training

Webex Contact Center
MindTouch
8.8

Implementation Rating

Webex Contact Center
MindTouch
7.7

Scalability

Webex Contact Center
MindTouch
1.4

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