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

Ytel

Ytel is an excellent choice for all of your cold calling needs. It allows incoming and outgoing calls to agents so sales calls are simplified.
Tammy Gutierrez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Ytel
8.2
Agent dashboard
Cisco Webex Contact Center
7.0
Ytel
9.0
Validate callers
Cisco Webex Contact Center
8.8
Ytel
5.0
Outbound response
Cisco Webex Contact Center
8.6
Ytel
Call forwarding
Cisco Webex Contact Center
9.1
Ytel
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Ytel
Warm transfer
Cisco Webex Contact Center
7.0
Ytel
7.0
Predictive dialing
Cisco Webex Contact Center
7.3
Ytel
10.0
Interactive voice response
Cisco Webex Contact Center
9.1
Ytel
REST APIs
Cisco Webex Contact Center
9.1
Ytel
Call scripts
Cisco Webex Contact Center
6.4
Ytel
9.0
Call tracking
Cisco Webex Contact Center
7.3
Ytel
9.0
Multichannel integration
Cisco Webex Contact Center
7.0
Ytel
CRM software integration
Cisco Webex Contact Center
7.3
Ytel

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Ytel
9.5
Inbound call routing
Cisco Webex Contact Center
9.1
Ytel
10.0
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Ytel
Recording
Cisco Webex Contact Center
6.7
Ytel
10.0
Quality management
Cisco Webex Contact Center
9.1
Ytel
9.0
Call analytics
Cisco Webex Contact Center
7.0
Ytel
9.0
Historical reporting
Cisco Webex Contact Center
7.3
Ytel
9.0
Live reporting
Cisco Webex Contact Center
9.1
Ytel
10.0
Customer surveys
Cisco Webex Contact Center
9.1
Ytel
Customer interaction analytics
Cisco Webex Contact Center
9.1
Ytel

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

Ytel

  • Ytel is very user friendly.
  • Ytel keeps track of my employees time and makes sure their time is productive.
  • Ytel has EXCELLENT customer support.
Tammy Gutierrez | 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

Ytel

  • Reporting could be simplified a little more.
  • The chat function between employees needs to be updated.
Tammy Gutierrez | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Ytel

Ytel 10.0
Based on 2 answers
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
Tammy Gutierrez | 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

Ytel

We chose Ytel because of the ease of use, affordability and excellent customer support
Tammy Gutierrez | 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

Ytel

  • Forces my employees to be more productive.
  • Data management is simplified.
  • Ytel is very affordable.
Tammy Gutierrez | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

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

Cisco Webex Contact Center Editions & Modules

Additional Pricing Details

Ytel

General

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

Ytel Editions & Modules

Edition
Local$1.001
Toll Free$2.001
Short Code$500.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Ytel
8.0

Support Rating

Cisco Webex Contact Center
Ytel
10.0

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