What users are saying about
1 Rating
24 Ratings
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Score 8.4 out of 100
1 Rating
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Score 9 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

Pendula

We used Pendula as part of our re-engagement program. This was valuable, as we were able to connect with 40,000 or more names. Knowing that either a significant telesales team effort--too expensive and not enough people--would be implausible. We designed an interactive SMS journey that allowed us to begin the process of taking the 40.000 and discovering those who were willing to shop with us again automatically. We also found that promotions and blasts worked really well, were very easy to set up and run, and then the automation on the back to create the Salesforce opportunity. We have also engaged with custom objects and were able to trigger events on internal activities and sales status, such as shipping notifications.
Michael McKerlie | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Pendula

  • EOFY campaigns that drove limited time, limited release offers. We could segment our targets and engage those most likely to respond well.
  • Limited release wine offers, again targeting the right buyers, and then designing a series of interactions with them. This enabled sales reps to speak to those most warm.
  • Customer re-engagement. We have very many historical customers. We were able to reach 30,000 or so people and then lead them through several steps towards re-engagement.
  • Targeting smaller customer segments was made easy due to the deep integration with Salesforce. We could create campaigns to account owners of contacts that met criteria--which provided a deeply personal experience.
Michael McKerlie | 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

Pendula

  • Navigating a variety of journeys can get tricky. They have been steadily improving the interface here.
  • Managing launch times and turning campaigns on and off can be cumbersome.
  • Naming, tagging, and cross-journey reporting would be great.
Michael McKerlie | 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

Pendula

We found the user interface, the customer service, and the feature sets worked very well for us. Pricing was also affordable.
Michael McKerlie | 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

Pendula

  • We were able to activate a large number of old customers
  • We generated significant revenues and fast sales
  • We have been able to run multichannel campaigns to great effect
Michael McKerlie | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

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

Pendula

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Pendula
9.0

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