Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Communities
Score 8.5 out of 10
Enterprise companies (1,001+ employees)
Khoros Communities is a fully-featured community platform, built for self-service support, education and collaboration. Organizations can host a vibrant space where customers can find answers, develop expertise, share experiences, and connect with their brand.N/A
Webex Contact Center
Score 8.6 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
Khoros CommunitiesWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CommunitiesWebex Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros CommunitiesWebex Contact Center
Top Pros
Top Cons
Features
Khoros CommunitiesWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Khoros Communities
-
Ratings
Webex Contact Center
8.0
30 Ratings
4% below category average
Agent dashboard00 Ratings9.029 Ratings
Validate callers00 Ratings8.328 Ratings
Outbound response00 Ratings6.723 Ratings
Call forwarding00 Ratings8.628 Ratings
Click-to-call (CTC)00 Ratings8.426 Ratings
Warm transfer00 Ratings8.629 Ratings
Predictive dialing00 Ratings6.018 Ratings
Interactive voice response00 Ratings7.724 Ratings
REST APIs00 Ratings8.327 Ratings
Call scripts00 Ratings8.824 Ratings
Call tracking00 Ratings8.527 Ratings
Multichannel integration00 Ratings8.126 Ratings
CRM software integration00 Ratings7.327 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Khoros Communities
-
Ratings
Webex Contact Center
8.2
27 Ratings
0% below category average
Inbound call routing00 Ratings8.426 Ratings
Omnichannel inbound routing00 Ratings8.024 Ratings
Recording00 Ratings9.126 Ratings
Quality management00 Ratings8.622 Ratings
Call analytics00 Ratings8.324 Ratings
Historical reporting00 Ratings8.426 Ratings
Live reporting00 Ratings8.025 Ratings
Customer surveys00 Ratings7.624 Ratings
Customer interaction analytics00 Ratings7.422 Ratings
Best Alternatives
Khoros CommunitiesWebex Contact Center
Small Businesses
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 8.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Medium-sized Companies
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 8.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprises
Salesforce Experience Cloud
Salesforce Experience Cloud
Score 8.5 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CommunitiesWebex Contact Center
Likelihood to Recommend
8.6
(95 ratings)
8.5
(30 ratings)
Likelihood to Renew
5.7
(7 ratings)
8.2
(1 ratings)
Usability
5.0
(3 ratings)
8.9
(3 ratings)
Availability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
5.1
(5 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
4.5
(2 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Ease of integration
10.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.5
(86 ratings)
-
(0 ratings)
User Testimonials
Khoros CommunitiesWebex Contact Center
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Khoros Communities is my go-to when I'm part of a big company with lots of customers who want to help each other. It's awesome for talking about products, giving ideas to make them better, and getting help when I need it. If my team is spread out or we're working from home, Khoros Communities is handy for sharing updates and working together. It's also a good tool for events, helping with planning and discussing what happened. But if my group is small or not very active, or if I just need a simple place to chat without too many extras, Khoros Communities might be more than I need. Plus, I've got to be ready to keep an eye on things to keep the community positive, and it works best when I have a plan to grow and keep the community lively.
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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.
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Pros
Khoros (Formerly Spredfast + Lithium)
  • Increase in suggestions from our clients to know what we should improve.
  • Reduce technical support costs and incredibly increase sales.
  • It helps to interact with customers and we receive positive and negative reviews and based on their comments we can make changes that increase sales.
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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.
  • The uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.
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Cons
Khoros (Formerly Spredfast + Lithium)
  • Self Service, Low and No Code. The Community Managers should be able to some UI Tasks by self with doing any code updates.
  • Salesforce Integration: The basic Integration should also include the basic level of business requirement. (Contacts and Accounts Mapping)
  • Slack Connector Update: There is no update on this connector till the time its launch. The other team has lot of options to push the notification in multiple slack channels. And unfortunately Khoros does not. This creates a lot work for Community team to bring internal teams to the community to respond or acknowledge an post.
  • More Integrations: Since now the Khoros communities does not comes up with the integrations with basic support tools like JIRA, Confluence, Github etc.
  • Search Improvisation: Apart from last search update there is no updates we see in this feature. The team should think of Putting Some AI based Search into the community which helps the Community managers to manage the content accordingly
  • Some update on AI and Gen AI: Khoros communities did not shared any thoughts about their plans for putting these technology in community
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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.
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
On a scale of 1 to 10, I'd give Khoros Communities a solid 8. The system is extremely easy to use, enabling our team and community members to navigate and interact with the platform with ease. The wide range of features offered by Khoros Communities has greatly enriched our online interactions and improved the efficiency of our customer service. The technical support team has also been extremely helpful, could be quicker sometimes for answering our questions but they efficiently resolving any problems we have encountered. The platform is perfectly scalable, capable of handling our growing user base without any performance problems. What's more, Khoros Communities offers excellent integration capabilities with our other software tools, making our operations smoother and more efficient
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Cisco
No answers on this topic
Usability
Khoros (Formerly Spredfast + Lithium)
Like every backend, it can always be improved upon. The excellent thing is that Khoros have a hugely active customer support community as well as a fantastic case management system to triage support issues and requests. So regardless of your level of knowledge or familiarity, you're well supported out of the box.
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Cisco
This is help us to address old problems that is impacting our operation and now the customers reach to us over a fone call but also if they send a Whatsapp message they will receive the information that they request.
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Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
I've hardly ever seen downtime in any of their production communities. There's the occasional reboot needed for config reasons or if patches are applied, but these take place after customer approval and typically last only a few minutes.
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Cisco
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
They are responsive and proactive. They are really on top of things. They send personal emails to check in on you. It feels like they really know you. You only get emails from 3-4 people at Khoros – they must be customer assigned.
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Cisco
No answers on this topic
In-Person Training
Khoros (Formerly Spredfast + Lithium)
I think it is engaging and has good instructors.
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Cisco
No answers on this topic
Online Training
Khoros (Formerly Spredfast + Lithium)
It was out of the box training - pre-recorded/ not live. There was nothing for more advanced topics like APIs. They do have a good knowledge base and community that you can access and folks in there are responsive. I would however like more advanced training options.
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Cisco
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
We were up against a hard stop with Jive’s contract ending and Khoros connected us with a deployment partner to do accelerated deployment using a template approach. It could have happened in 2 weeks. We did not end up going that way since we wanted more customization. Lithium handled technical stuff like migration, but a lot of the process is self-deployment. It’s one of the ways they teach use of the system is having the user self-implement.

Overall, the implementation was super easy to do. Doing single sign-on (SSO) was the only hard part. The implementation ended up taking nine weeks total, but in hindsight, we could have done in it six. Most of the implementation time was spent in course work, which consisted of on-demand training - approximately 7-8 hours that you are required for you to do, before they turn on the system. During this nine week period, about 50% of my time was spent on implementation.

We had a deployment manager who we were able to email 1-1. I leaned on him heavily. He was great at all hours, for example, they would call back at 7pm PST. They were very responsive.

Content migration strategy is important to consider. Moving from an existing community you need to strategically choose how your layout will be. Two different systems will have two different ways to format communities. For example, Jive has communities with sub-communities, whereas Khoros has community, category, and boards.

Contact migration is also an important consideration. You need to think through how you are going to move contacts from your old community to a new one. For example, are you going to create new logins and passwords? We were hoping to use the integration with Salesforce.com to be a portal, but ended up using an in-house solution that works well to maintain same the same logins. The next related question is are you going to be able to keep them connected to all the posts in your old community? We migrated old posts. If you have a tech-savvy team, you can do a self-migration. Khoros has a migration services team that we utilized. It cost us $10k to move content and posts were kept tied to the user.

The next consideration is your launch/promotion plan. Khoros helped us out and gave us a lot of examples. They shared pre-launch email dates, follow-up emails, FAQ pages (e.g. to explain why switching, why better).
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Cisco
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Large companies and organizations with complex community needs are well served by Khoros communities. The platform's advanced analytics and reporting features helps organizations seeking deeper insights. The gamification is the best way to boost user engagement, Khoros Communities has a rich feature set. Also with customization options offered by Khoros Communities, companies can develop a unique and customized community experience.
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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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Scalability
Khoros (Formerly Spredfast + Lithium)
I think I would give Khoros an overall 7, while there were things we really liked about it. I also saw things that just did not work well for us. We like using iG but it was not the friendliest in using it on that platform. Sometimes the software would glitch or lag which is not helpful during high critical moments
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Cisco
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We are able to see what our different cohorts of customers are doing within the community, and we are able to create content and programs based on the engagement we get from these different groups.
  • We have been able to start an Idea Exchange space where our customers can share, vote, and comment on features they would like to see in our products. It quickly became a very popular place within the Community.
  • With the discussion forums, we are able to use the Accepted Solutions functions to help deflect tickets and Support interactions working on a 1-to-many scale.
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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.
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ScreenShots

Khoros Communities Screenshots

Screenshot of page design templates. These allow for on-the-fly customization and updates without a development team.Screenshot of page overview under the Designer tab. Easily organize content and make changes to page layout to improve the experience for community members.Screenshot of a conversation in the community. Engagement features allow users to collaborate, trouble-shoot and self-serve.Screenshot of Agent Assist in Khoros. This feature allows community moderators to reply to conversations faster and with better responses.Screenshot of the Analytics dashboard. Monitor key metrics to determine how members are interacting in the community.

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