What users are saying about
25 Ratings
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Score 8.4 out of 100
2 Ratings
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Score 10 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

PlaybookUX

PlaybookUX is fabulous for ad-hoc tests with small budgets, but can also scale up to larger projects easily. I've recommended the tool to several people and they love it, too!
Kevin Conroy | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

PlaybookUX

  • They recruited our demographic.
  • Customer support was awesome.
  • Studies are very easy to set up.
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

PlaybookUX

  • Roll up summary of all transcriptions
Kevin Conroy | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

PlaybookUX

PlaybookUX 9.1
Based on 1 answer
Setting up a study only takes 5 mins. and you can preview a study before sending it out so you don't make any mistakes.
Anonymous | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

PlaybookUX

PlaybookUX 9.1
Based on 1 answer
They use intercom so it's very easy to chat them and ask any questions. I really didn't need customer support all that much because it was easy to use but when I did, they were so helpful! They respond to you within minutes and answer any and all questions you have. They actually sent me a video walk though as well.
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

PlaybookUX

We are previous UserTesting.com customers but found their subscription model to be inflexible for our needs. PlaybookUX not only fit our budget, but the flexibility has let us scale up and scale down testing as needed.
Kevin Conroy | 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

PlaybookUX

  • Quick testing at scale
  • Excellent price points
Kevin Conroy | 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

Webex Contact Center Editions & Modules

Additional Pricing Details

PlaybookUX

General

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

PlaybookUX Editions & Modules

Edition
Unmoderated$491
Moderated$1002
Moderated$1503
Bring your own customers$04
  1. per participant
  2. per participant (30 minutes)
  3. per participant (60 minutes)
  4. total
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
PlaybookUX
10.0

Usability

Webex Contact Center
PlaybookUX
9.1

Support Rating

Webex Contact Center
PlaybookUX
9.1

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