What users are saying about
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Top Rated
2172 Ratings
13 Ratings
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Score 7.9 out of 100

Zoom

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Top Rated
2172 Ratings
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Score 8.7 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

Zoom

I [suppose] every organization has different needs and based on that they can choose the app that suits them. There are several apps now like Google Meet, Zoho Meetings, Cisco, Teams, etc. Zoom is useful for instant meets and where you don't have a large number of participants. We felt Zoom was more than enough for our work and it could be easily accessed anywhere from any device.
Rakshith Ramesh | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Performance & Compatibility of Online Events Software

Cisco Webex Contact Center
Zoom
8.5
High quality audio
Cisco Webex Contact Center
Zoom
8.8
High quality video
Cisco Webex Contact Center
Zoom
8.9
Low bandwidth requirements
Cisco Webex Contact Center
Zoom
7.7
Mobile support
Cisco Webex Contact Center
Zoom
8.7

Screen Sharing

Cisco Webex Contact Center
Zoom
8.8
Desktop sharing
Cisco Webex Contact Center
Zoom
9.1
Whiteboards
Cisco Webex Contact Center
Zoom
8.4

Online Meetings / Events

Cisco Webex Contact Center
Zoom
8.5
Calendar integration
Cisco Webex Contact Center
Zoom
8.5
Meeting initiation
Cisco Webex Contact Center
Zoom
8.9
Integrates with social media
Cisco Webex Contact Center
Zoom
7.8
Record meetings / events
Cisco Webex Contact Center
Zoom
8.6
Slideshows
Cisco Webex Contact Center
Zoom
8.6

Online Events Collaboration

Cisco Webex Contact Center
Zoom
8.3
Live chat
Cisco Webex Contact Center
Zoom
8.7
Audience polling
Cisco Webex Contact Center
Zoom
8.1
Q&A
Cisco Webex Contact Center
Zoom
8.3

Online Events Security

Cisco Webex Contact Center
Zoom
8.5
User authentication
Cisco Webex Contact Center
Zoom
8.6
Participant roles & permissions
Cisco Webex Contact Center
Zoom
8.5
Confidential attendee list
Cisco Webex Contact Center
Zoom
8.5

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

Zoom

  • It just works. Biggest complaint with our previous solution is that it took 10 minutes to connect to a meeting. Now, our users connect instantaneously.
  • Dashboard is fantasitic. Can access real time information to troubleshoot calls.
  • Admin ports offers quite a bit of information. Like that it's a one stop shop to access everything I need to administer the site, users, run reports and access the dashboard.
  • Tickets get resolved quickly.
  • Feature requests are realized quickly.
Diana Anderson | 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

Zoom

  • Using it for recording practice interviews and playing back for critiquing, is awkward and kludgy at best. The steps are: Record the session, then END THE MEETING so that Zoom can save the recording. Then get the recording ready to play, then have the client log in AGAIN, you log in AGAIN, share the screen, play the recording.
  • Zoom should make it possible to have the interviewer, especially if the practice interview is recorded, to make themselves SMALL throughout the whole recording so that *the candidate* is the focus on the screen. Neither the Speaker view or the Gallery view does this.
  • There should be a separate timer on Zoom for the recording portion of the screen. I realize I can do this myself manually, but why can’t Zoom do it for me?
  • Zoom needs to have a way to get feedback like this. I could not find a way to give them this feedback on their product, on their site or in the dashboard. All we get is a database that is tone deaf. Nowhere could I find any "Feedback? Click here." Not good.
  • If by these suggestions I’m asking for more functionality, I understand an increased cost. But small companies like mine cannot pay hundreds of dollars a month - please have a very functional version that small firms can still afford. Thank you.
Joanne Meehl | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.5
Based on 15 answers
We're sticking with Zoom for the foreseeable future--given its compelling feature set, ease of use, and advanced technology, there's just no other competition to be excited about. Plus it's a Gartner-recognized industry leader, so it's a rather easy choice.
Stefan Scherbik | TrustRadius Reviewer

Usability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.0
Based on 17 answers
Everything is easy to understand and use, new users need no training. On the flipside there are minor annoyances such as calendar export being cumbersome (need re-auth every time) and also not having recordings shared within a team or forcing people to name them.
Matthew Gardner | TrustRadius Reviewer

Reliability and Availability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 10.0
Based on 2 answers
There have been less than a handful of outages during our two years with Zoom, and whenever there was one, an email informing us of the outage went out immediately, and they had the issue resolved shortly thereafter.
Stefan Scherbik | TrustRadius Reviewer

Performance

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 10.0
Based on 2 answers
Zoom has among the best performance of any video conference platform, as I've mentioned several times. Besides that, their Chat platform works great, and their back end always runs smooth. It's unfortunate that reporting can now only be done by one month at a time, but nonetheless, it only takes a second to run any kind of Zoom report, whether it's an attendee report, Poll results, a user report, a list of meetings from the past month, etc.
Stefan Scherbik | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 6.3
Based on 31 answers
As I've written before, Zoom makes us feel like we matter and that we're a client rather than a customer. They want us to succeed and they put in the time to make sure that we do. I feel like they're more of a business partner rather than simply a vendor or supplier. They spent a lot of time onboarding with us, giving us demos, helping us get set up, and then giving us follow-up to be sure it's going well.
Kenneth Hess | TrustRadius Reviewer

Implementation Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 10.0
Based on 14 answers
If you receive any pushback from higher ups, point to any of the various positive reviews like this one. Or show Zoom's excellent Gartner report, or articles describing Zoom's partnership with Sequoia capital. It's not difficult to show how Zoom is a trustworthy industry leader with best-in-class technology.
Stefan Scherbik | 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

Zoom

What I like about the most about Zoom, compared to Skype, is its dependability. Our IT department was being flooded constantly with tickets describing how bad their experience with Skype was. From dropped calls to poor quality, the solution was clear: we needed another platform. Zoom stepped in and was given the ability to show us what they could do. You expect technology like Zoom to integrate with your existing technology, but they did something that is harder to find these days and made our experiences better. That's why we chose Zoom. They made us better.
Charles Browder | TrustRadius Reviewer

Scalability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 10.0
Based on 1 answer
Because the Basic licenses are completely free, and because it's very easy to configure and install Zoom, and because anyone can join Zoom from a link without needing an account, scaling is a Breeze. There are absolutely no roadblocks. My company keeps adding more Zoom Pro license every week since it's so in demand. We were able to convert users from several different platforms onto Zoom with no trouble at all.
Stefan Scherbik | 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

Zoom

  • Zoom has allowed all global users to easily join meetings without the assistance of IT admins or AV technicians. The technology that we used prior to Zoom was not user-friendly and made for many issues.
  • Webinars have made company-wide training very easy to conduct. This allows trainers to reach a huge audience without having to worry about interruptions and technical difficulties.
  • Collaboration and communication have been increased company-wide, which makes for greater gains for the company long term.
Tanner Lichty | TrustRadius Reviewer

Screenshots

Cisco Webex Contact Center

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

Zoom

General

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

Zoom Editions & Modules

On-premise Edition
Virtual H.323/SIP Room Connector$491
Business19.991
  1. per month
SaaS Edition
Basic$0
Pro14.992
Business19.992
Zoom Room Conference Room$492
Webinar54.992
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Zoom
9.0

Likelihood to Renew

Cisco Webex Contact Center
Zoom
9.5

Usability

Cisco Webex Contact Center
Zoom
9.0

Reliability and Availability

Cisco Webex Contact Center
Zoom
10.0

Performance

Cisco Webex Contact Center
Zoom
10.0

Support Rating

Cisco Webex Contact Center
Zoom
6.3

Implementation Rating

Cisco Webex Contact Center
Zoom
10.0

Scalability

Cisco Webex Contact Center
Zoom
10.0

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