Cisco Webex Experience Management (discontinued) vs. Glance

Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business

Incentivized

Glance is an ideal tool where the customer base is not very technologically savvy. We support farmers, so this demographic is known for being behind on the technological advances of their industry. We are primarily a call center. Glance has helped our new agents be better equipped from day one, which results in their onboarding time being much quicker since they are able to see common issues first-hand

Incentivized

• Audio and video quality is amazing.
• Screen sharing is easy.
• Very secure connection.
• Collaboration is made easy.
• Easy access thanks to different versions available.

Incentivized

• Being able to start a meeting right from your task bar with minimal clicks is key for great customer service.
• The ability to customize our support domain makes it an easy address to verbally give the customer.

Incentivized

• Not always intuitive or user friendly
• Getting the most out of the software requires dedicated personnel/time
• Not that useful unless you'll do something with the data

Incentivized

• We would like more reporting features and more granularity with what we see.
• We would like to schedule our own reports.
• We would like more control over the user templates.

Incentivized

We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.

Incentivized

No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps

Incentivized

Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.

Incentivized

Easy to get hold of and always very helpful. Having a support team dedicated to one product and one that will support all of your users (not just the admins) made it easy to implement in a small business.

Incentivized

As I remember in 2011-12 Cisco was [the] only goto collaboration tool and it made [the] life of [the] entire team [fun-filled] and productive. The ease of connecting [teams] across the world and making communication effective[.]

Incentivized

Glance, while lacking some features of its competitors, is easy to use and standalone. Support for this application is dedicated to it and you can get near immediate support. This was key given the demographic of our staff.

Incentivized

• We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
• We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.

Incentivized

• Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
• The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
• Overall, this has helped our team managers train their teams on the product more efficiently.

Incentivized