Cisco Webex Contact Center vs Zoom

Likelihood to Recommend

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).

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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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.

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Rakshith Ramesh

COO (Chief Operating Officer)

WEBers TechnologyEducation Management, 11-50 employees

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Feature Rating Comparison

Cisco Webex Contact Center

Zoom

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Webex Contact Center

Zoom

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Webex Contact Center

Zoom

High quality audio

High quality video

Low bandwidth requirements

Mobile support

Cisco Webex Contact Center

Zoom

Desktop sharing

Whiteboards

Cisco Webex Contact Center

Zoom

Calendar integration

Meeting initiation

Integrates with social media

Record meetings / events

Slideshows

Cisco Webex Contact Center

Zoom

Live chat

Audience polling

Q&A

Cisco Webex Contact Center

Zoom

User authentication

Participant roles & permissions

Confidential attendee list

Pros

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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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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.

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Diana Anderson

Lead IT Network Collaboration Engineer

Informatica LLCInformation Technology and Services, 5001-10,000 employees

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Cons

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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Randall Crumm

Sr. IT Manager - Global Unified Communications

Western DigitalComputer Hardware, 10,001+ employees

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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.

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Joanne Meehl

Owner

Joanne Meehl Career Services LLCWriting & Editing, 1-10 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Matthew Gardner

Co-Founder/Product

RouteThisComputer Software, 11-50 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Performance

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Support Rating

No score

No answers yet

No answers on this topic

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.

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Kenneth Hess

Senior Systems Analyst

CymSTAR, LLCDefense & Space, 201-500 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Alternatives Considered

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.

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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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.

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Charles Browder

Technology Adoption Specialist

Tyson Foods IncFood Production, 10,001+ employees

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Scalability

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Return on Investment

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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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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.

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Tanner Lichty

Audio Visual Technician

Western UnionBanking, 10,001+ employees

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Pricing Details

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

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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
Business	19.99¹

per month

SaaS Edition

Basic	$0
Pro	14.99²
Business	19.99²
Zoom Room Conference Room	$49²
Webinar	54.99²

per month

Additional Pricing Details

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Rating Summary

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Cisco Webex Contact Center

Zoom

Likelihood to Recommend