What users are saying about
51 Ratings
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Score 9.3 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

  • Webex Contact Center ranks higher in 1 feature set: Workforce Optimization (WFO)
  • Webex Contact Center and Nectar Desk are tied in 1 feature set: Contact Center Software

Contact Center Software

9.2

Webex Contact Center

92%
9.2

Nectar Desk

92%
Nectar Desk ranks higher in 9/13 features

Agent dashboard

9.3
93%
12 Ratings
9.0
90%
1 Rating

Validate callers

8.7
87%
12 Ratings
10.0
100%
1 Rating

Outbound response

9.1
91%
9 Ratings
9.0
90%
1 Rating

Call forwarding

8.9
89%
11 Ratings
10.0
100%
1 Rating

Click-to-call (CTC)

9.2
92%
10 Ratings
10.0
100%
1 Rating

Warm transfer

9.7
97%
12 Ratings
10.0
100%
1 Rating

Predictive dialing

9.0
90%
8 Ratings
9.0
90%
1 Rating

Interactive voice response

9.5
95%
10 Ratings
10.0
100%
1 Rating

REST APIs

8.8
88%
10 Ratings
9.0
90%
1 Rating

Call scripts

8.3
83%
12 Ratings
9.0
90%
1 Rating

Call tracking

9.0
90%
11 Ratings
9.0
90%
1 Rating

Multichannel integration

9.7
97%
11 Ratings
8.0
80%
1 Rating

CRM software integration

9.8
98%
10 Ratings
8.0
80%
1 Rating

Workforce Optimization (WFO)

9.4

Webex Contact Center

94%
8.6

Nectar Desk

86%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
10 Ratings
9.0
90%
1 Rating

Omnichannel inbound routing

9.6
96%
11 Ratings
8.0
80%
1 Rating

Recording

9.6
96%
11 Ratings
9.0
90%
1 Rating

Quality management

9.6
96%
10 Ratings
9.0
90%
1 Rating

Call analytics

9.8
98%
11 Ratings
8.0
80%
1 Rating

Historical reporting

8.2
82%
11 Ratings
8.0
80%
1 Rating

Live reporting

9.6
96%
10 Ratings
9.0
90%
1 Rating

Customer surveys

9.2
92%
10 Ratings
N/A
0 Ratings

Customer interaction analytics

9.6
96%
9 Ratings
9.0
90%
1 Rating

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

Nectar Desk

80%
1 Rating

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.
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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

  • 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
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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

  • 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.
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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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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

    Nectar Desk

    Starting Price

    Editions & Modules

    Nectar Desk 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

      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

      NectarDesk Inc.

      No answers on this topic

      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

      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.
      Read full review

      Screenshots

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