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

VirtualPBX

I wouldn't recommend it for use with SIP extensions or over 10 users. SIP is too unreliable (not Virtual PBX's fault) and [for] over 10 users it gets too expensive for a small office or home office (SOHO).
Jody Thomas | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

VirtualPBX

  • Ease of deployment
  • Common management thru common virtual management tools
  • Ease to maintain
Anonymous | 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

VirtualPBX

  • Integration with web conferencing service
  • Voice to text translation for VM
  • Mobile application for voice mail and configuration changes
Jody Thomas | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

VirtualPBX

VirtualPBX 10.0
Based on 1 answer
Once it works and has retain ROI.....keep it going
Anonymous | 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

VirtualPBX

Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
Jody Thomas | 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

VirtualPBX

  • Faster ROI
  • Lower maintenance costs
  • Common processes (less training)
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

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

VirtualPBX

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
VirtualPBX
9.0

Likelihood to Renew

Cisco Webex Contact Center
VirtualPBX
10.0

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