Cisco Webex Contact Center vs Zendesk Talk

• Cloud collaboration and analytics reporting for calls
• Easier and better agent interface and call-recording solution in cloud
• Porting of customer inbound toll-free

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• Call recording is a nice feature! It is great for training purposes and for quality assurance.
• The metrics you get from Explore are a great insight into how the team is handling the call volumes.
• Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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• 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.

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• Call transfer should be much easier
• A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
• Text to speech would be awesome

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• Webex Contact Center will save us on maintenance
• No datacenter footprint
• No maintenance to be scheduled in-house, which saves our resources and time

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• A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
• Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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