Webex Contact Center vs. TELUSCloud Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.6 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
TELUS Cloud Contact Center (TC3)
Score 5.2 out of 10
N/A
TELUS Cloud Contact Center (TC3) is a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco’s Hosted Collaboration platform - an end-to-end, fully managed, enterprise grade solution that allows entities to focus on their core business while leveraging TELUS International's CX expertise. TELUS International is the company formed from Xavient Digital, after that company's acquisition by TELUS in 2018.N/A
Pricing
Webex Contact CenterTELUSCloud Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterTELUS Cloud Contact Center (TC3)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterTELUSCloud Contact Center
Top Pros
Top Cons
Features
Webex Contact CenterTELUSCloud Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.2
22 Ratings
2% below category average
TELUSCloud Contact Center
8.3
1 Ratings
1% below category average
Agent dashboard9.022 Ratings8.01 Ratings
Validate callers7.621 Ratings7.01 Ratings
Outbound response7.115 Ratings00 Ratings
Call forwarding9.020 Ratings9.01 Ratings
Click-to-call (CTC)9.019 Ratings9.01 Ratings
Warm transfer8.121 Ratings8.01 Ratings
Predictive dialing6.411 Ratings00 Ratings
Interactive voice response9.019 Ratings9.01 Ratings
REST APIs8.020 Ratings00 Ratings
Call scripts8.917 Ratings00 Ratings
Call tracking8.119 Ratings8.01 Ratings
Multichannel integration9.420 Ratings00 Ratings
CRM software integration7.719 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.5
19 Ratings
3% above category average
TELUSCloud Contact Center
8.2
1 Ratings
1% below category average
Inbound call routing9.018 Ratings9.01 Ratings
Omnichannel inbound routing9.018 Ratings00 Ratings
Recording9.818 Ratings8.01 Ratings
Quality management7.514 Ratings8.01 Ratings
Call analytics7.916 Ratings8.01 Ratings
Historical reporting8.418 Ratings8.01 Ratings
Live reporting8.117 Ratings00 Ratings
Customer surveys8.116 Ratings00 Ratings
Customer interaction analytics8.315 Ratings00 Ratings
Best Alternatives
Webex Contact CenterTELUSCloud Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterTELUSCloud Contact Center
Likelihood to Recommend
8.6
(23 ratings)
8.0
(1 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterTELUSCloud Contact Center
Likelihood to Recommend
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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TELUS International
A universal communication platform
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Pros
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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TELUS International
  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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Cons
Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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TELUS International
  • Hardware features
  • Some set up are not flexible
  • Cost
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Alternatives Considered
Cisco
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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TELUS International
Shaw Smart Voice
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Return on Investment
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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TELUS International
  • Save on cost when combining other services
  • Easier to communicate with remote employees
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view