What users are saying about
49 Ratings
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Score 9.4 out of 100
5 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    9.2

    Webex Contact Center

    92%

    PlaybookUX

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    PlaybookUX

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    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
    8.6

    PlaybookUX

    86%
    4 Ratings

    Usability

    Webex Contact Center

    N/A
    0 Ratings
    9.1

    PlaybookUX

    91%
    1 Rating

    Support Rating

    Webex Contact Center

    N/A
    0 Ratings
    9.0

    PlaybookUX

    90%
    3 Ratings

    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.
    Read full review

    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!
    Read full review

    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
    Read full review

    PlaybookUX

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

    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.
    Read full review

    PlaybookUX

    • With other testing platforms, I can update my profile, but I'm not sure how to do it with PlaybookUX.
    • It would be nice to have a login location where I can see my available tests.
    Read full review

    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

      PlaybookUX

      Starting Price

      $0

      Editions & Modules

      PlaybookUX editions and modules pricing
      EditionModules
      Unmoderated$491
      Moderated$1002
      Moderated$1503
      Bring your own customers$04

      Footnotes

      1. per participant
      2. per participant (30 minutes)
      3. per participant (60 minutes)
      4. total

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Usability

      Cisco

      No answers on this topic

      PlaybookUX

      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.
      Read full review

      Support Rating

      Cisco

      No answers on this topic

      PlaybookUX

      Very responsive when I had a technical question about a test.
      Read full review

      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

      PlaybookUX

      Both have different set of unique features and usability.
      Read full review

      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

      PlaybookUX

      • Quick testing at scale
      • Excellent price points
      Read full review

      Screenshots

      Add comparison