What users are saying about
13 Ratings
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Score 7.9 out of 100
71 Ratings
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Score 6.8 out of 100

Likelihood to Recommend

Cisco 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

Tenfold

If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
Ricky Fox | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Tenfold
Agent dashboard
Cisco Webex Contact Center
7.0
Tenfold
Validate callers
Cisco Webex Contact Center
8.8
Tenfold
Outbound response
Cisco Webex Contact Center
8.6
Tenfold
Call forwarding
Cisco Webex Contact Center
9.1
Tenfold
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Tenfold
Warm transfer
Cisco Webex Contact Center
7.0
Tenfold
Predictive dialing
Cisco Webex Contact Center
7.3
Tenfold
Interactive voice response
Cisco Webex Contact Center
9.1
Tenfold
REST APIs
Cisco Webex Contact Center
9.1
Tenfold
Call scripts
Cisco Webex Contact Center
6.4
Tenfold
Call tracking
Cisco Webex Contact Center
7.3
Tenfold
Multichannel integration
Cisco Webex Contact Center
7.0
Tenfold
CRM software integration
Cisco Webex Contact Center
7.3
Tenfold

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Tenfold
Inbound call routing
Cisco Webex Contact Center
9.1
Tenfold
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Tenfold
Recording
Cisco Webex Contact Center
6.7
Tenfold
Quality management
Cisco Webex Contact Center
9.1
Tenfold
Call analytics
Cisco Webex Contact Center
7.0
Tenfold
Historical reporting
Cisco Webex Contact Center
7.3
Tenfold
Live reporting
Cisco Webex Contact Center
9.1
Tenfold
Customer surveys
Cisco Webex Contact Center
9.1
Tenfold
Customer interaction analytics
Cisco Webex Contact Center
9.1
Tenfold

Pros

Cisco 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

Tenfold

  • Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation.
  • Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities.
  • The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback.
Linda Brann | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • 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.
Randall Crumm | TrustRadius Reviewer

Tenfold

  • There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
  • It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
  • There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
Joel Brache | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Contact Center

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.
Anonymous | TrustRadius Reviewer

Tenfold

In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

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

Tenfold

  • It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
  • I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
  • It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Tanner Meyerhoffer | TrustRadius Reviewer

Screenshots

Cisco Webex Contact Center

Pricing Details

Cisco Webex Contact Center

General

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

Tenfold

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Tenfold
8.4

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