Cisco Webex Contact Center vs TELUS Cloud Contact Center (TC3)

Likelihood to Recommend

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).

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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A universal communication platform

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Verified User

Professional in Information Technology

Real Estate Company, 51-200 employees

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Feature Rating Comparison

Cisco Webex Contact Center

TELUS Cloud Contact Center (TC3)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Webex Contact Center

TELUS Cloud Contact Center (TC3)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cloud collaboration and analytics reporting for calls
Easier and better agent interface and call-recording solution in cloud
Porting of customer inbound toll-free

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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Easy to [manage] users
Easy to setup features
Multiple device/apps to access the services

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Verified User

Professional in Information Technology

Real Estate Company, 51-200 employees

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Cons

Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
I don’t know why partners have to pay Cisco for script steps.
There seem to be very few customers using this platform.

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Randall Crumm

Sr. IT Manager - Global Unified Communications

Western DigitalComputer Hardware, 10,001+ employees

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Hardware features
Some set up are not flexible
Cost

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Verified User

Professional in Information Technology

Real Estate Company, 51-200 employees

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Alternatives Considered

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.

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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Shaw Smart Voice

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Verified User

Professional in Information Technology

Real Estate Company, 51-200 employees

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Return on Investment

Webex Contact Center will save us on maintenance
No datacenter footprint
No maintenance to be scheduled in-house, which saves our resources and time

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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Save on cost when combining other services
Easier to communicate with remote employees

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Verified User

Professional in Information Technology

Real Estate Company, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Webex Contact Center

TELUS Cloud Contact Center (TC3)