parcelLab vs. Webex Contact Center

parcelLab ensures that customers stay well-informed about their online orders. They receive clear updates on shipping and returns, which greatly enhances their post-purchase experience. This eliminates much of the uncertainty that typically accompanies online shopping.

Incentivized

The flexibility of the open APIs makes it easy to adapt the solution to one's needs and requirements. We could create our own solution tailored to our personal needs and create >3.000 highly customized call flows with minimal configuration effort. Including the possibility to implement additional features with a few clicks across all call flows.

• Package Tracking
• Returns Management
• Delivery Forecast

Incentivized

• The digital channels is one of those. I definitely think the digital channels stands out as a unique product. From a contact center agent standpoint, that when you've got customers, maybe retail customers or that stuff, it's a great fit for that. For anybody who really trying to deal with customers.

Incentivized

• First setup takes time
• Lots of features that can be explored

Incentivized

• Webex Contact Center fits well when the group of users or agents is larger, but sometimes there are use cases where we might need to use Webex Calling, while still having the features of the Webex Contact Center. Currently, I've been seeing a little shift of features that have been getting rolled out from contact centers to calling. The bridges are becoming closer and closer every day, but it would be great to see the same feature sets in Webex Contact Center and Calling.

Incentivized

We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.

It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.

Incentivized

ParcelLab has better carrier integrations and much higher customizability

Incentivized

Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.

Incentivized

• Less customer inquiries
• Higher NPS score
• reduced Customer service costs

Incentivized

• No Capex required for this solution (which makes our CFO very happy)
• Digital channels are builtin and therefore very easy to deploy
• The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded

Incentivized