MaritzCX vs. Webex Contact Center

I think MaritzCX was a great option for internal and external surveys. I used it for feedback from clients who attended events. It gave me a clean report to show executive leadership about anything from venue, parking, food, and entertainment. It worked for event registration to save money using only one software. I used it for clients to sign up for events. Less of a clean report but works.

Incentivized

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

• Easy to use format (not HTML coding knowledge required)
• Detailed reports
• Ability to save and re-use same themes and surveys

Incentivized

• 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.

Incentivized

• Ability to customize look of survey limited
• Some reports in CSV were a mess to fix up
• Support seemed limited

Incentivized

• 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

The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)

Incentivized

MaritzCX was actually to only survey software I have used. No comparison to describe in this section

Incentivized

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.

• Saved our department from needing to purchase additional event software
• I was not responsible for actual purchase of MaritzCX

Incentivized

• 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