Overview
ProductRatingMost Used ByProduct SummaryStarting Price
MindTouch
Score 7.0 out of 10
N/A
MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.N/A
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
MindTouchWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
MindTouchWebex Contact Center
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
MindTouchWebex Contact Center
Top Pros
Top Cons
Features
MindTouchWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
MindTouch
-
Ratings
Webex Contact Center
8.1
31 Ratings
3% below category average
Agent dashboard00 Ratings9.130 Ratings
Validate callers00 Ratings8.529 Ratings
Outbound response00 Ratings7.024 Ratings
Call forwarding00 Ratings8.829 Ratings
Click-to-call (CTC)00 Ratings8.426 Ratings
Warm transfer00 Ratings8.830 Ratings
Predictive dialing00 Ratings6.018 Ratings
Interactive voice response00 Ratings7.724 Ratings
REST APIs00 Ratings8.327 Ratings
Call scripts00 Ratings8.925 Ratings
Call tracking00 Ratings8.628 Ratings
Multichannel integration00 Ratings8.327 Ratings
CRM software integration00 Ratings7.528 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
MindTouch
-
Ratings
Webex Contact Center
8.2
28 Ratings
0% below category average
Inbound call routing00 Ratings8.227 Ratings
Omnichannel inbound routing00 Ratings8.125 Ratings
Recording00 Ratings9.127 Ratings
Quality management00 Ratings8.823 Ratings
Call analytics00 Ratings8.224 Ratings
Historical reporting00 Ratings8.426 Ratings
Live reporting00 Ratings8.226 Ratings
Customer surveys00 Ratings7.624 Ratings
Customer interaction analytics00 Ratings7.422 Ratings
Best Alternatives
MindTouchWebex Contact Center
Small Businesses
Sogolytics
Sogolytics
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
MindTouchWebex Contact Center
Likelihood to Recommend
7.6
(110 ratings)
8.7
(33 ratings)
Likelihood to Renew
8.8
(18 ratings)
8.2
(1 ratings)
Usability
7.5
(29 ratings)
8.4
(7 ratings)
Performance
8.0
(10 ratings)
-
(0 ratings)
Support Rating
7.8
(31 ratings)
-
(0 ratings)
Online Training
8.8
(5 ratings)
-
(0 ratings)
Implementation Rating
7.7
(10 ratings)
-
(0 ratings)
Configurability
5.0
(5 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
1.4
(3 ratings)
-
(0 ratings)
Vendor post-sale
9.3
(4 ratings)
-
(0 ratings)
User Testimonials
MindTouchWebex Contact Center
Likelihood to Recommend
MindTouch
If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.
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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
MindTouch
  • MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
  • The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
  • The editor tools supplied through MindTouch make styling our documentation a breeze.
  • The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.
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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.
Read full review
Cons
MindTouch
  • When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case.
  • The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else.
  • Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content.
  • Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history.
  • In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site.
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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
MindTouch
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
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Cisco
No answers on this topic
Usability
MindTouch
The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
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Cisco
A lot of good work is in AI space that we're seeing the day-to-day benefit, like when it comes to Codex or chat bots or just the AI draft. It's good competition with the copilot, the Microsoft copilot. So good rating there. I would say would be nine or 10 out of 10.
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Performance
MindTouch
MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
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Cisco
No answers on this topic
Support Rating
MindTouch
It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box
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Cisco
No answers on this topic
Online Training
MindTouch
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
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Cisco
No answers on this topic
Implementation Rating
MindTouch
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
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Cisco
No answers on this topic
Alternatives Considered
MindTouch
I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
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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
MindTouch
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
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Cisco
No answers on this topic
Return on Investment
MindTouch
  • Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
  • Traffic to our knowledge center is increasing monthly.
  • Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.
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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

MindTouch Screenshots

Screenshot of Content from MindTouch site visualized with Wave Analytics.Screenshot of Example MindTouch implementation from customer Whirlpool.Screenshot of Example MindTouch implementation from customer Conga.Screenshot of Example MindTouch implementation from customer Cisco Meraki.Screenshot of Example MindTouch implementation from customer Hitachi Data Systems.Screenshot of Example MindTouch implementation from customer Zuora.

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