Webex Contact Center vs. Nectar Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.6 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
Nectar Desk
Score 8.0 out of 10
Small Businesses (1-50 employees)
Nectar Desk is call center software for a wide variety of industries. It includes a complete suite of call center software features such as call recording, IVRs and call transfers. Additionally, it integrates with many CRM platforms in order to ensure that agents can work efficiently between Nectar Desk and their CRM. It also has advanced agent analytics which allow users to analyze their agents’ performance and make staffing adjustments as necessary.N/A
Pricing
Webex Contact CenterNectar Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterNectar Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterNectar Desk
Top Pros
Top Cons
Features
Webex Contact CenterNectar Desk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.2
22 Ratings
2% below category average
Nectar Desk
9.2
1 Ratings
10% above category average
Agent dashboard9.022 Ratings9.01 Ratings
Validate callers7.621 Ratings10.01 Ratings
Outbound response7.115 Ratings9.01 Ratings
Call forwarding9.020 Ratings10.01 Ratings
Click-to-call (CTC)9.019 Ratings10.01 Ratings
Warm transfer8.121 Ratings10.01 Ratings
Predictive dialing6.311 Ratings9.01 Ratings
Interactive voice response9.019 Ratings10.01 Ratings
REST APIs8.020 Ratings9.01 Ratings
Call scripts8.917 Ratings9.01 Ratings
Call tracking8.119 Ratings9.01 Ratings
Multichannel integration9.420 Ratings8.01 Ratings
CRM software integration7.619 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.4
19 Ratings
2% above category average
Nectar Desk
8.6
1 Ratings
4% above category average
Inbound call routing9.018 Ratings9.01 Ratings
Omnichannel inbound routing9.018 Ratings8.01 Ratings
Recording9.818 Ratings9.01 Ratings
Quality management7.514 Ratings9.01 Ratings
Call analytics7.916 Ratings8.01 Ratings
Historical reporting8.418 Ratings8.01 Ratings
Live reporting8.117 Ratings9.01 Ratings
Customer surveys8.116 Ratings00 Ratings
Customer interaction analytics8.215 Ratings9.01 Ratings
Best Alternatives
Webex Contact CenterNectar Desk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterNectar Desk
Likelihood to Recommend
8.6
(23 ratings)
8.0
(1 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterNectar Desk
Likelihood to Recommend
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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NectarDesk Inc.
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.
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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.
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NectarDesk Inc.
  • 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.
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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.
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NectarDesk Inc.
  • 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.
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Alternatives Considered
Cisco
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.
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NectarDesk Inc.
No answers on this topic
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.
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NectarDesk Inc.
  • 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.
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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

Nectar Desk Screenshots

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