What users are saying about
24 Ratings
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Score 8.4 out of 100
1 Rating
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Score 8 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

Nectar Desk

I would recommend Nectar Desk if you are going to launch it across an entire organization. By launching for only one department, it has been extremely difficult to not have the connectivity we want across the entire company.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Nectar Desk
9.2
Agent dashboard
Webex Contact Center
7.7
Nectar Desk
9.0
Validate callers
Webex Contact Center
8.9
Nectar Desk
10.0
Outbound response
Webex Contact Center
8.8
Nectar Desk
9.0
Call forwarding
Webex Contact Center
9.1
Nectar Desk
10.0
Click-to-call (CTC)
Webex Contact Center
8.8
Nectar Desk
10.0
Warm transfer
Webex Contact Center
7.7
Nectar Desk
10.0
Predictive dialing
Webex Contact Center
8.3
Nectar Desk
9.0
Interactive voice response
Webex Contact Center
9.1
Nectar Desk
10.0
REST APIs
Webex Contact Center
9.1
Nectar Desk
9.0
Call scripts
Webex Contact Center
7.3
Nectar Desk
9.0
Call tracking
Webex Contact Center
7.9
Nectar Desk
9.0
Multichannel integration
Webex Contact Center
7.7
Nectar Desk
8.0
CRM software integration
Webex Contact Center
7.9
Nectar Desk
8.0

Workforce Optimization (WFO)

Webex Contact Center
8.6
Nectar Desk
8.6
Inbound call routing
Webex Contact Center
9.1
Nectar Desk
9.0
Omnichannel inbound routing
Webex Contact Center
8.5
Nectar Desk
8.0
Recording
Webex Contact Center
7.5
Nectar Desk
9.0
Quality management
Webex Contact Center
9.1
Nectar Desk
9.0
Call analytics
Webex Contact Center
7.7
Nectar Desk
8.0
Historical reporting
Webex Contact Center
7.9
Nectar Desk
8.0
Live reporting
Webex Contact Center
9.1
Nectar Desk
9.0
Customer surveys
Webex Contact Center
9.1
Nectar Desk
Customer interaction analytics
Webex Contact Center
9.1
Nectar Desk
9.0

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

Nectar Desk

  • Customizing Multiple Ring Groups: Allows for different call routing options depending on what phone number is dialed by a caller
  • Agent Login Tracking & Analytics: I can see minute by minute details of my team's login status and better understand how they're using their time
  • IVR Set Up: I can set up and edit/change IVR settings with the click of a few buttons, it's super easy!
  • Call History Tracking: I can easily filter and view all calls for the day to see what was inbound vs outbound, how many calls were handled by each agent, how many calls were missed, how many were outside of business hours, what the dispositions for each call were, and MORE. The Call History analytics are GREAT.
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

Nectar Desk

  • When a caller becomes assigned to an agent, SMS notifications are only sent to that agent. This is difficult for our call center manager to monitor if the team is handling all SMS replies efficiently and effectively.
  • Because Nectar Desk is a chrome-based calling software, we are limited in accessing the platform. Due to the ongoing pandemic, this presented a challenge in making sure that all agents' at-home computers were capable of running the software.
Anonymous | 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

Nectar Desk

No answers on this topic

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

Nectar Desk

  • As the marketing agency that implemented this software for a client, we have 100% insight into call performance. Our client previously throughout random numbers, was always guessing on his team's performance, and now we have actual insight into how the intake team is truly performing—we know 100% of the inbound calls they make, how many outbound calls are made in a day, and how much time is spent 'idle'. This has allowed our client to hire the appropriate number of call center staff based on actual data and has allowed us to shift our marketing budget to focus on driving the right callers.
Anonymous | TrustRadius Reviewer

Screenshots

Webex Contact Center

Pricing Details

Webex Contact Center

General

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

Nectar Desk

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Nectar Desk
8.0

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