What users are saying about
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Top Rated
33 Ratings
25 Ratings
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Score 8.4 out of 100

Whatfix

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Top Rated
33 Ratings
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Score 9.1 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

Whatfix

For the area of independent learning of topics in a system, Whatfix is best suited, as it offers many possibilities due to the different offers of the presentation.We are developing this with the support of the personnel development department and it is showing the first positive results and it is showing the first positive results in our sales units.
Katja Marggraf | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Whatfix

  • 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!
Lee Glenn | 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

Whatfix

  • How no-code the experience with Whatfix is really depends on your application. As one of our applications relies on nested iframes, not everything worked out-of-the-box and we had to spend time on debugging and doing advanced customizations. Though the support team at Whatfix has been very helpful in solving these matters, it still made it difficult for us to delegate the work to coworkers with less technical experience.
  • Prone to bugs. While no platform is perfect, we unfortunately had some cases where bugs broke popups and guides for our users.
  • Look & feel customization can be restrictive and inconsistent. Depending on what kind of content you create, you have more or less options to customize the look and feel of the content. E.g. popups have a dozen of pre-configured templates and the possibility to edit the style based on HTML, CSS, and Javascript (JSX), whereas Task Lists have less options to be configured. Though I was informed that Whatfix will improve this in the near feature.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 8.6
Based on 2 answers
Whatfix are an absolutely stellar vendor in every way. As with all technology tools and platforms, it's important to evaluate the marketplace to see what else is on offer. It would have to be something exceptional for us to seriously consider discontinuing our relationship with Whatfix
Lee Glenn | TrustRadius Reviewer

Usability

Webex Contact Center

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 7.6
Based on 6 answers
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.
Angela Foster | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 8.9
Based on 7 answers
Support is very proactive and quick at solving/investigating any issue that might come up. They are very knowledgeable about their own tool and coding as well, and therefore, they quickly understand the goal you try to achieve - even doing custom code when necessary (or fixing your custom code). Even as COVID hit, Whatfix still managed to supply the same high standard of support.
Anonymous | TrustRadius Reviewer

Online Training

Webex Contact Center

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 7.3
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

Whatfix

Whatfix 7.7
Based on 2 answers
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.
Lee Glenn | 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

Whatfix

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
Anonymous | 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

Whatfix

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Webex Contact Center

General

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

Whatfix

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Whatfix
9.2

Likelihood to Renew

Webex Contact Center
Whatfix
8.6

Usability

Webex Contact Center
Whatfix
7.6

Support Rating

Webex Contact Center
Whatfix
8.9

Online Training

Webex Contact Center
Whatfix
7.3

Implementation Rating

Webex Contact Center
Whatfix
7.7

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