What users are saying about
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43 Ratings
9 Ratings

Webex Contact Center

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43 Ratings
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Score 9.4 out of 100
9 Ratings
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Score 6.8 out of 100

Feature Set Ratings

  • Webex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.1

Webex Contact Center

91%
8.0

Ytel

80%
Webex Contact Center ranks higher in 13/13 features

Agent dashboard

9.5
95%
13 Ratings
8.1
81%
2 Ratings

Validate callers

8.7
87%
13 Ratings
7.8
78%
2 Ratings

Outbound response

9.7
97%
10 Ratings
8.0
80%
1 Rating

Call forwarding

8.9
89%
12 Ratings
8.0
80%
1 Rating

Click-to-call (CTC)

9.1
91%
11 Ratings
8.0
80%
1 Rating

Warm transfer

9.6
96%
13 Ratings
7.9
79%
2 Ratings

Predictive dialing

8.6
86%
9 Ratings
8.1
81%
2 Ratings

Interactive voice response

9.0
90%
11 Ratings
8.0
80%
1 Rating

REST APIs

8.6
86%
11 Ratings
8.0
80%
1 Rating

Call scripts

8.6
86%
13 Ratings
8.1
81%
2 Ratings

Call tracking

9.1
91%
12 Ratings
8.1
81%
2 Ratings

Multichannel integration

9.2
92%
12 Ratings
8.0
80%
1 Rating

CRM software integration

9.6
96%
11 Ratings
8.0
80%
1 Rating

Workforce Optimization (WFO)

9.3

Webex Contact Center

93%
8.1

Ytel

81%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
11 Ratings
8.1
81%
2 Ratings

Omnichannel inbound routing

9.3
93%
12 Ratings
8.0
80%
1 Rating

Recording

9.7
97%
12 Ratings
8.1
81%
2 Ratings

Quality management

9.7
97%
11 Ratings
8.1
81%
2 Ratings

Call analytics

9.7
97%
12 Ratings
8.1
81%
2 Ratings

Historical reporting

8.4
84%
12 Ratings
8.1
81%
2 Ratings

Live reporting

9.4
94%
11 Ratings
8.1
81%
2 Ratings

Customer surveys

8.7
87%
11 Ratings
8.0
80%
1 Rating

Customer interaction analytics

9.4
94%
10 Ratings
8.0
80%
1 Rating

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.6

Webex Contact Center

96%
13 Ratings
8.0

Ytel

80%
2 Ratings

Support Rating

Webex Contact Center

N/A
0 Ratings
10.0

Ytel

100%
2 Ratings

Likelihood to Recommend

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Ericson Aragoza | TrustRadius Reviewer

Ytel

Ytel is perfect for creating engagement workflows and improving the customer experience by getting scalable calling capability in a few simple steps by accessing communications quickly and easily. It is a platform that offers the ease of communicating with potential clients effectively through voice and SMS, amplifying the participation of clients in a dynamic way with total security.
Mariolis Ferrer | TrustRadius Reviewer

Pros

Webex Contact Center

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
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

Webex Contact Center

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
J. Eduardo Medina Corona | TrustRadius Reviewer

Ytel

  • Ytel is a contact center software that makes it easy to connect with our customers from anywhere, saving waiting time and money on travel. It is an intelligent and fun way to communicate with our customers safely and immediately. It's a commercial telephone system that leaves as results committed agents and satisfied customers and is a complete tool that offers excellent and flexible features.
Mariolis Ferrer | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

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

Starting Price

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

Starting Price

$1 per month

Ytel Editions & Modules

Edition
Local$1.001
Toll Free$2.001
Short Code$500.001
  1. per month
Additional Pricing Details

Support Rating

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

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

Ytel, in addition to being intelligent, flexible, and highly collaborative, provides a quality service but is very easy to use. A real-time communications software that allows you to interact by phone or SMS using a web-based workflow with two-way messaging, securely adding and editing contacts with customizable fields using various communication strategies.
Mariolis Ferrer | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
J. Eduardo Medina Corona | TrustRadius Reviewer

Ytel

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

Add comparison