Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.8 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Zoom Workplace
Score 8.2 out of 10
N/A
Zoom helps consolidate communications and collaboration in the boardroom, classroom, operating room, and everywhere. Zoom is an intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic. Zoom technology facilitates collaboration through solutions like Zoom Team Chat, Phone, Meetings, omnichannel cloud Contact Center, smart recordings, and Whiteboard.
$5
per month per license
Pricing
Webex Contact CenterZoom Workplace
Editions & Modules
No answers on this topic
Add-On Zoom Translated Captions
$5
per month per license
Add-On - Zoom Whiteboard
$24.90
per year
Pro
$149.90
per year per user
Business
$199.90
per year per user
Business Plus
$250.00
per year per user
Add-On - Conference Room Connector
$499
per year
Basic
Free
Enterprise
Custom
Add-On - Large Meetings
starting at $600
per year
Add-On - Cloud Storage
starting at $120
per year
Add-On Audio Conferencing
starting at $1200
per year
Add-On Zoom Phone Power Pack
Starting at $300
per year per user
Add-On - Zoom IQ for Sales
Contact Sales
Add-On - Quality of Service Subscription
Contact Sales
Offerings
Pricing Offerings
Webex Contact CenterZoom Workplace
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterZoom Workplace
Considered Both Products
Webex Contact Center

No answer on this topic

Zoom Workplace
Chose Zoom Workplace
According to our experiences. Zoom Leads the race.
Top Pros
Top Cons
Features
Webex Contact CenterZoom Workplace
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.0
27 Ratings
4% below category average
Zoom Workplace
-
Ratings
Agent dashboard9.426 Ratings00 Ratings
Validate callers8.725 Ratings00 Ratings
Outbound response5.720 Ratings00 Ratings
Call forwarding9.025 Ratings00 Ratings
Click-to-call (CTC)9.024 Ratings00 Ratings
Warm transfer8.526 Ratings00 Ratings
Predictive dialing6.215 Ratings00 Ratings
Interactive voice response8.421 Ratings00 Ratings
REST APIs8.024 Ratings00 Ratings
Call scripts8.521 Ratings00 Ratings
Call tracking7.724 Ratings00 Ratings
Multichannel integration8.024 Ratings00 Ratings
CRM software integration7.324 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
24 Ratings
1% above category average
Zoom Workplace
-
Ratings
Inbound call routing7.823 Ratings00 Ratings
Omnichannel inbound routing8.522 Ratings00 Ratings
Recording9.323 Ratings00 Ratings
Quality management9.019 Ratings00 Ratings
Call analytics8.121 Ratings00 Ratings
Historical reporting9.223 Ratings00 Ratings
Live reporting8.022 Ratings00 Ratings
Customer surveys7.721 Ratings00 Ratings
Customer interaction analytics7.419 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.2
714 Ratings
11% below category average
High quality audio00 Ratings7.7708 Ratings
High quality video00 Ratings7.6710 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.6
704 Ratings
2% below category average
Desktop sharing00 Ratings8.1703 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.6
709 Ratings
4% below category average
Calendar integration00 Ratings7.6632 Ratings
Meeting initiation00 Ratings8.0691 Ratings
Record meetings / events00 Ratings7.8664 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.3
618 Ratings
5% below category average
Live chat00 Ratings7.6600 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.3
596 Ratings
5% below category average
User authentication00 Ratings7.0516 Ratings
Participant roles & permissions00 Ratings7.1569 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
6.2
19 Ratings
27% below category average
Hosted PBX00 Ratings5.811 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings5.713 Ratings
Directory of employee names00 Ratings7.115 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.1
22 Ratings
13% below category average
Answering rules00 Ratings7.012 Ratings
Call recording00 Ratings8.319 Ratings
Call park00 Ratings6.412 Ratings
Call screening00 Ratings6.912 Ratings
Message alerts00 Ratings6.716 Ratings
Business SMS/External Messaging00 Ratings7.28 Ratings
Voicemail Transcription00 Ratings7.512 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
7.5
23 Ratings
11% below category average
Mobile app for iOS00 Ratings8.121 Ratings
Mobile app for Android00 Ratings7.016 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Webex Contact Center
-
Ratings
Zoom Workplace
6.4
15 Ratings
17% below category average
Centralized communications management00 Ratings6.012 Ratings
Team messaging00 Ratings6.413 Ratings
Team document sharing00 Ratings7.313 Ratings
Call and meeting analytics00 Ratings6.013 Ratings
Best Alternatives
Webex Contact CenterZoom Workplace
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Webex Contact CenterZoom Workplace
Likelihood to Recommend
8.7
(28 ratings)
7.1
(734 ratings)
Likelihood to Renew
8.2
(1 ratings)
3.9
(16 ratings)
Usability
-
(0 ratings)
6.5
(39 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(2 ratings)
Support Rating
-
(0 ratings)
3.6
(39 ratings)
Implementation Rating
-
(0 ratings)
9.6
(7 ratings)
Configurability
-
(0 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.9
(13 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Professional Services
-
(0 ratings)
9.2
(8 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Webex Contact CenterZoom Workplace
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
Read full review
Zoom
I think Zoom runs circles around Teams! I just wish starting meetings was easier - anyone with a link should be able to start the meeting the way you can in Teams. It would also be great to be able to see participants when you are sharing your screen.
Read full review
Pros
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
Read full review
Zoom
  • I love how easy it is to set the focus on the presenter. It is annoying when people don't spotlight themselves as a presenter, so you get to see the whole gallery of attendees in smaller, two-inch windows.
  • I like the capability of having break-out rooms. Even though I don't use them very often, it is nice to have them available if the right situation presents itself for smaller group chats.
  • The recording quality is better than I have experienced with other products (Microsoft Teams, WebEx, etc.), and the fact that it is already an MP4, so I don't have to convert it for publishing on our intranet is huge to me.
Read full review
Cons
Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
Read full review
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.
Read full review
Likelihood to Renew
Cisco
No answers on this topic
Zoom
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.
Read full review
Usability
Cisco
No answers on this topic
Zoom
Zoom is made for the non tech office. It has features that can be made to do what you need to run things on a day to day basis. Immediately we we able to get meetings going with remote employees. The ability to be able to add smartphone connected people was a big plus. Zoom met our needs at the time.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Zoom
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.
Read full review
Performance
Cisco
No answers on this topic
Zoom
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.
Read full review
Support Rating
Cisco
No answers on this topic
Zoom
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.
Read full review
Implementation Rating
Cisco
No answers on this topic
Zoom
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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Alternatives Considered
Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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Zoom
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.
Read full review
Contract Terms and Pricing Model
Cisco
No answers on this topic
Zoom
The billing and price model is really fair for so many functions that they offer, our remote work requires each of the features that Zoom offers, so accepting payment for a tool like this is the least we can do. I like that billing arrives on time and that they offer opportunities and payment times.
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Scalability
Cisco
No answers on this topic
Zoom
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.
Read full review
Professional Services
Cisco
No answers on this topic
Zoom
Zoom is perfect for our business. We use it to video chat with prospective clients. The name recognition alone gives us credibility and it is very easy to screen share and send content out.
Read full review
Return on Investment
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
Read full review
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.
Read full review
ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view

Zoom Workplace Screenshots

Screenshot of the new Zoom Meetings experience in Zoom Workplace with multi-speaker view.Screenshot of the Ask AI Companion feature, that will be able to gather, synthesize, and share information across Zoom Workplace to help prepare for meetings.Screenshot of the new combined Meetings and Calendar tab in Zoom Workplace, used to attach meeting materials like files and whiteboards.Screenshot of smart name tags that allow other meeting participants to see participant names in a Zoom Room.