What users are saying about
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43 Ratings
Webex Contact Center
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43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.4 out of 100
Based on 43 reviews and ratings
Zoom
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Top Rated
4128 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 4128 reviews and ratings
Feature Set Ratings
Contact Center Software
9.1
Webex Contact Center
91%

Zoom
Feature Set Not Supported
N/A
Webex Contact Center ranks higher in 13/13 features
Webex Contact Center ranks higher in 13/13 features
Agent dashboard
9.5
95%
13 Ratings

N/A
0 Ratings
Validate callers
8.7
87%
13 Ratings

N/A
0 Ratings
Outbound response
9.7
97%
10 Ratings

N/A
0 Ratings
Call forwarding
8.9
89%
12 Ratings

N/A
0 Ratings
Click-to-call (CTC)
9.1
91%
11 Ratings

N/A
0 Ratings
Warm transfer
9.6
96%
13 Ratings

N/A
0 Ratings
Predictive dialing
8.6
86%
9 Ratings

N/A
0 Ratings
Interactive voice response
9.0
90%
11 Ratings

N/A
0 Ratings
REST APIs
8.6
86%
11 Ratings

N/A
0 Ratings
Call scripts
8.6
86%
13 Ratings

N/A
0 Ratings
Call tracking
9.1
91%
12 Ratings

N/A
0 Ratings
Multichannel integration
9.2
92%
12 Ratings

N/A
0 Ratings
CRM software integration
9.6
96%
11 Ratings

N/A
0 Ratings
Workforce Optimization (WFO)
9.3
Webex Contact Center
93%

Zoom
Feature Set Not Supported
N/A
Webex Contact Center ranks higher in 9/9 features
Webex Contact Center ranks higher in 9/9 features
Inbound call routing
9.0
90%
11 Ratings

N/A
0 Ratings
Omnichannel inbound routing
9.3
93%
12 Ratings

N/A
0 Ratings
Recording
9.7
97%
12 Ratings

N/A
0 Ratings
Quality management
9.7
97%
11 Ratings

N/A
0 Ratings
Call analytics
9.7
97%
12 Ratings

N/A
0 Ratings
Historical reporting
8.4
84%
12 Ratings

N/A
0 Ratings
Live reporting
9.4
94%
11 Ratings

N/A
0 Ratings
Customer surveys
8.7
87%
11 Ratings

N/A
0 Ratings
Customer interaction analytics
9.4
94%
10 Ratings

N/A
0 Ratings
Performance & Compatibility of Online Events Software
Webex Contact Center
Feature Set Not Supported
N/A

8.3
Zoom
83%
Zoom ranks higher in 4/4 features
Zoom ranks higher in 4/4 features
High quality audio
N/A
0 Ratings

8.6
86%
689 Ratings
High quality video
N/A
0 Ratings

8.6
86%
691 Ratings
Low bandwidth requirements
N/A
0 Ratings

7.6
76%
615 Ratings
Mobile support
N/A
0 Ratings

8.6
86%
90 Ratings
Screen Sharing
Webex Contact Center
Feature Set Not Supported
N/A

8.6
Zoom
86%
Zoom ranks higher in 2/2 features
Zoom ranks higher in 2/2 features
Desktop sharing
N/A
0 Ratings

9.0
90%
684 Ratings
Whiteboards
N/A
0 Ratings

8.2
82%
450 Ratings
Online Meetings / Events
Webex Contact Center
Feature Set Not Supported
N/A

8.4
Zoom
84%
Zoom ranks higher in 5/5 features
Zoom ranks higher in 5/5 features
Calendar integration
N/A
0 Ratings

8.4
84%
613 Ratings
Meeting initiation
N/A
0 Ratings

8.6
86%
671 Ratings
Integrates with social media
N/A
0 Ratings

7.8
78%
293 Ratings
Record meetings / events
N/A
0 Ratings

8.8
88%
644 Ratings
Slideshows
N/A
0 Ratings

8.3
83%
466 Ratings
Online Events Collaboration
Webex Contact Center
Feature Set Not Supported
N/A

8.4
Zoom
84%
Zoom ranks higher in 3/3 features
Zoom ranks higher in 3/3 features
Live chat
N/A
0 Ratings

8.8
88%
586 Ratings
Audience polling
N/A
0 Ratings

8.2
82%
379 Ratings
Q&A
N/A
0 Ratings

8.4
84%
424 Ratings
Online Events Security
Webex Contact Center
Feature Set Not Supported
N/A

8.4
Zoom
84%
Zoom ranks higher in 3/3 features
Zoom ranks higher in 3/3 features
User authentication
N/A
0 Ratings

8.3
83%
503 Ratings
Participant roles & permissions
N/A
0 Ratings

8.5
85%
555 Ratings
Confidential attendee list
N/A
0 Ratings

8.3
83%
393 Ratings
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

8.8
Zoom
88%
705 Ratings
Likelihood to Renew
Webex Contact Center
N/A
0 Ratings

9.5
Zoom
95%
15 Ratings
Usability
Webex Contact Center
N/A
0 Ratings

8.8
Zoom
88%
39 Ratings
Availability
Webex Contact Center
N/A
0 Ratings

10.0
Zoom
100%
2 Ratings
Performance
Webex Contact Center
N/A
0 Ratings

10.0
Zoom
100%
2 Ratings
Support Rating
Webex Contact Center
N/A
0 Ratings

8.3
Zoom
83%
53 Ratings
Implementation Rating
Webex Contact Center
N/A
0 Ratings

10.0
Zoom
100%
14 Ratings
Contract Terms and Pricing Model
Webex Contact Center
N/A
0 Ratings

7.7
Zoom
77%
15 Ratings
Product Scalability
Webex Contact Center
N/A
0 Ratings

10.0
Zoom
100%
1 Rating
Professional Services
Webex Contact Center
N/A
0 Ratings

9.1
Zoom
91%
8 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.
Unified Communications Engineer
VisionsConnectedTelecommunications, 501-1000 employees
Zoom
In the new area of pandemic-era meetings online, I really like the opportunity that Zoom provides to have a meeting space. The audio and video quality is typically good, with problems usually being blamed on the bandwidth of the service provider. The recordings are great to be able to use once they have been processed. In fact, if there was one thing I would improve about recordings, it would be the amount of time it takes to render the video ready for output and sharing.
Manager, Training & Learning Development
DHI Computing Service, Inc.Computer Software, 201-500 employees
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

Verified User
Professional in Marketing
Education Management Company, 201-500 employeesZoom
- The ease of hosting & joining meetings with a simple URL.
- The ability to screen-share and share control of screens seamlessly makes collaboration even better.
- Participants limit in a zoom meeting is way better than other collaboration tools.
- Ability to restrict unwanted users from joining the meeting even with the meeting password.
Senior Product Analyst
MonotypeInformation Technology & Services, 10,001+ employees
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.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
Zoom
- Sharing zoom complete information is not visible on the screen, and also a bit is confusing minimizing and maximizing.
- Every time someone enters the chat, a chat box appears on my screen, and some features are missing from this version.
- Automatic conference connection based on a schedule isn't an option, and neither is enhanced security measures.
Sales Manager
Chain One LtdBusiness Supplies & Equipment, 51-200 employees
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
—Zoom
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$14.99 per month
Zoom Editions & Modules
On-premise Edition
Virtual H.323/SIP Room Connector | $491 |
---|---|
Business | 19.991 |
- per month
SaaS Edition
Basic | Free1 |
---|---|
Pro | 14.992 |
Business | 19.992 |
Enterprise | 19.992 |
- Free
- per month/per license
Additional Pricing Details
Discounts available for each plan if you pay annually.Likelihood to Renew
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.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Usability
Webex Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 8.8
Based on 39 answers
Zoom has been very good in terms of usability as I have rarely had issues joining the meetings on desktop and it has always provided me with a stable audio and video and it makes it very easy for me to get through any meetings without much problem. I have found that it helps create a very friendly environment with my team through the creation of conferences and moderated chat rooms.
Software Engineer, Infrastructure
LenovoInformation Technology & Services, 10,001+ employees
Reliability and Availability
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.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Performance
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.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Support Rating
Webex Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 8.3
Based on 53 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.
Senior Systems Analyst
CymSTAR, LLCDefense & Space, 201-500 employees
Implementation Rating
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.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
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.

Verified User
Account Manager in Sales
Information Technology & Services Company, 51-200 employeesZoom
Zoom cannot be beaten for ubiquity - 100% of my clients and prospective clients are already familiar with Zoom. This is the #1 reason why I use Zoom. Additionally, Zoom integrates with AcuityScheduling, saving me a lot of time in creating meetings and adding them to the calendar. Zoom is disappointing in terms of video quality, interactivity features, and privacy. In cases where I need to use the recording of webinars for digital products, I will always use Crowdcast, and in cases where privacy is essential, I will use JitsiMeet.
Owner
Dignified HedonistHealth, Wellness and Fitness, 1-10 employees
Contract Terms and Pricing Model
Webex Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 7.7
Based on 15 answers
Overall I feel it is a fair price for what you pay for and the time constraints are not an issue at all. Zoom allows users to be on there for hours and hours and also you can launch as many meetings as you want. Overall I am very happy with using Zoom for our business.
SMB Sales Specialist
MindbodyComputer Software, 501-1000 employees
Scalability
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.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Professional Services
Webex Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 9.1
Based on 8 answers
Zoom is an all-around, robust, and equipped tool that serves a huge requirement for communicating and running business processes very effectively. The calendar integration is very helpful in notifying the team members [of] any meeting upcoming and is also apt for mobile use in special cases as well. The phone call feature is also very standout. Minimum bugs and ease of use make it the first choice for any company.
Head of Sales
Ecommerceinsights.aiInformation Services, 1-10 employees
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.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
Zoom
- It enables me to send and receive messages from my team members during video calls, handling online presentations.
- With the ability to quickly stop, mute, and even receive notifications when someone enters or exits the meeting room, I'm never obligated to show up while making a call.
- It is possible to record online meetings for future reference and more effective customer service. As we dealt with a lockdown, Zoom helped our business run smoothly.
Mapple Ltd
App developerComputer Software, 11-50 employees