Webex Contact Center vs. Whatfix

- 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

Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.

• 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.

Incentivized

• Whatfix is a vendor that listens to their client, understands their business challenges, and works with them to achieve their goals.
• Feature enhancements are released every quarter, often with significant functionality improvements.
• The support and engineering teams are outstanding - responsive, helpful and nothing is ever too much trouble. Literally, second-to-none!

• 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.

Incentivized

• The possibility to select content/widgets at the time for "push to production" (some we would like to p2p for one single content, that is not possible at the moment).
• I wish the filters in the dashboard would stay when you choose a content, currently you have to filter again and again.
• In the analytics area, I would like the system to remember this for a certain time window after selecting the start date.

[We feel like] even though Whatfix has its flaws, we are impressed by the speed of development [and] their openness about their future improvements, [but] most important their proactive customer service and customer success team. Whatfix acts more like a partner than a supplier of a 3rd party tool, and we welcome that experience.

While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.

Incentivized

Sometimes there is a delay to showcase all whatfix elements

Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers. The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place. Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.

While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.

Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.

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.

Incentivized

There is no comparison - Whatfix is the clear winner with us from the very beginning. As Whatfix continues to grow and innovate their product, engage with it's customers on a level beyond any I have every seen. They work as Partners with us, their teams from bottom to top are incredible - Customer Service, Collaboration Teams, Innovation, Sales, Success Mangers and everyone I missed are incredible. One team in particular I want to call out for there outstanding service, care and innovation to help us launch one of our systems is the Professional Services Team. Ganish, Joel, and everyone else who has been on our calls and worked behind the scenes to hit our incredible tight deadline in August - KUDOs for a job well done, You ROCK, THANK YOU words cannot describe how great you guys have been with us on this project, but on all of them. Whatfix's team definitely understands, the customer is first, they align with our values and we will continue to grow with them

Incentivized

• 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.

Incentivized

• The hope is that it will make claiming expenses easier for employees which would allow them get on with their jobs and also take a number of basic queries away from the administrative team. Actual numbers are yet to be determined.