Webex Contact Center

Webex Contact Center

Webex Contact Center

104 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Webex Contact Center	Score 8.7 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

Pricing

Webex Contact Center

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Webex Contact Center
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Webex Contact Center
Considered Both Products	Webex Contact Center Mike Martinez KEY ACCOUNT MANAGER- Sales and Marketing Chose Webex Contact Center I'll say Webex suite is a complete All-in one collaboration solution, that helps our company to succeed in what we do. Incentivized Helpful? Verified User Consultant Chose Webex Contact Center It's an application where you can perform calls and chat as well. Additionally, support availability and admin control for the support staff. Incentivized Helpful? Verified User Technician Chose Webex Contact Center I do really like Team Viewer for the remote assistance but Webex Contact Center is a pretty close second. Incentivized Helpful? Verified User Engineer Chose Webex Contact Center Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact … Incentivized Helpful? Verified User Consultant Chose Webex Contact Center Have not performed any Five9 deployments so I am not 100% sure how they differ but the Webex Contact Center solution is very robust and well thawed out. Incentivized Helpful? Verified User Manager Chose Webex Contact Center 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 … Helpful? Verified User Team Lead Chose Webex Contact Center Webex Connect is a powerful tool to add digital channels and enrich the user experience. Incentivized Helpful? Verified User Engineer Chose Webex Contact Center Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides. Incentivized Helpful? JD jennifer david Identity Access Management Lead Chose Webex Contact Center Webex Contact Center is a more stable company and more equipped with what we need in terms of the contact center. Incentivized Helpful? Verified User Executive Chose Webex Contact Center Within range Incentivized Helpful? Christopher Cavendish Senior Voice / Collaboration Engineer Chose Webex Contact Center They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond. Incentivized Helpful? SM Sadia Marium Senior Network Engineer Chose Webex Contact Center Cisco is a core networking solutions provider that's why we have trust on Cisco Incentivized Helpful? Verified User Engineer Chose Webex Contact Center WxCC accelerates contact center solution deployment. Incentivized Helpful? Verified User Professional Chose Webex Contact Center Webex Contact Center has good customer support and the operators are happy. The operators initially had difficulties using the platform but the Webex team has guided multiple times to help the operators get used to the platform. Lead time to reply to students is also less on … Helpful? J. Eduardo Medina Corona Researcher/student Chose Webex Contact Center Amazon Connect appears to be a very complete system. But we still prefer to stick with Webex, as it is more accessible and cheaper in many ways. In our region, it is difficult to acquire Amazon Connect as well, and that is why we stayed with Webex. But since we're already … Incentivized Helpful? Duane Thompson Product Development Lead Chose Webex Contact Center It is a unified, omnichannel contact center solution managed and administered from the cloud to help improve organizational operational efficiency and also reduce costs. Incentivized Helpful? Verified User Account Manager Chose 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 … Incentivized Helpful? Randall Crumm Sr. IT Manager - Global Unified Communications Chose Webex Contact Center Hindsight is 20/20, and I think we should have probably gone to Five9. Incentivized Helpful? Verified User Contributor Chose Webex Contact Center Cisco Webex Contact Center has the edge over the on-prem services with the option to scale to a higher number of agents and greater PSTN trunk capacity, which takes longer time to ramp up on-prem, and with the existing Webex solutions for meetings, users are pretty happy with … Incentivized Helpful?
Top Pros	Pro Easy to use Pro Call center Pro Customer support
Top Cons	Minus Webex meeting Minus Third parties Minus Able to call

Features

Webex Contact Center

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
Agent dashboard	9.426 Ratings
Validate callers	8.725 Ratings
Outbound response	5.720 Ratings
Call forwarding	9.025 Ratings
Click-to-call (CTC)	9.024 Ratings
Warm transfer	8.526 Ratings
Predictive dialing	6.215 Ratings
Interactive voice response	8.421 Ratings
REST APIs	8.024 Ratings
Call scripts	8.521 Ratings
Call tracking	7.724 Ratings
Multichannel integration	8.024 Ratings
CRM software integration	7.324 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
Inbound call routing	7.823 Ratings
Omnichannel inbound routing	8.522 Ratings
Recording	9.323 Ratings
Quality management	9.019 Ratings
Call analytics	8.121 Ratings
Historical reporting	9.223 Ratings
Live reporting	8.022 Ratings
Customer surveys	7.721 Ratings
Customer interaction analytics	7.419 Ratings

Best Alternatives
	Webex Contact Center
Small Businesses	CloudTalk Score 9.5 out of 10
Medium-sized Companies	Bright Pattern Contact Center Score 10.0 out of 10
Enterprises	Google Cloud Contact Center AI Score 8.9 out of 10
All Alternatives	View all alternatives

User Ratings
	Webex Contact Center
Likelihood to Recommend	8.7 (28 ratings)
Likelihood to Renew	8.2 (1 ratings)

User Testimonials
	Webex Contact Center
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. Incentivized Verified User Anonymous 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. Incentivized MD Melroy D'Souza Systems Owner 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. Incentivized Verified User Anonymous Read full review
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. Verified User Anonymous 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. Incentivized Verified User Anonymous Read full review
ScreenShots	Webex Contact Center Screenshots