25 Ratings
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Score 8.4 out of 100
2 Ratings
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Score 8.4 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

Usersnap for Customer Feedback

Definitely a great tool that is way better than just recording web QA feedback in a Google Doc or via email. Everything goes straight into a queue and it is easy to tag what you are talking about with the tool. Leaves less room for misinterpretation and keeps a record of all feedback so nothing gets missed. Filtering within the feedback queue and search functionality to avoid duplicates would be helpful.
Annie Hathaway | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Usersnap for Customer Feedback

  • Organize customer feedback.
  • Provide an easy to use, feature-rich widget that allows users to highlight, comment and even draw on a screenshot of your application.
  • Screenshots that are sent to you include meta-data like the browser user agent, browser console data, screen resolution, etc.
Juan Palma | 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

Usersnap for Customer Feedback

  • When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.
Annie Hathaway | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Usersnap for Customer Feedback

Usersnap for Customer Feedback 7.0
Based on 1 answer
I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.
Annie Hathaway | 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

Usersnap for Customer Feedback

Prior to Usersnap we looked at and even tried to bring up Bugzilla, but it requires a lot of maintenance and customization in my opinion. We needed something that was ready to use out of the box, which Usersnap certainly was. The other problem with Bugzilla is that it's mostly for software development bugs, that is, bugs submitted by developers, not really end users. Yes, it can be used by end-users, but not as intuitively as Usersnap.
Juan Palma | 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

Usersnap for Customer Feedback

  • Usersnap has allowed us to implement a solution that allows end-users to communicate with us with very little effort.
Juan Palma | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

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

Usersnap for Customer Feedback

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Usersnap for Customer Feedback
8.4

Support Rating

Webex Contact Center
Usersnap for Customer Feedback
7.0

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