SurveyMonkey vs. Webex Contact Center

SurveyMonkey is best suited for you if you find that you are creating multiple survey regularly. It offers a variety of questions and options and is a well-rounded surveying tool. It is not best if you do not create surveys often, typically use the same survey, or looking for software to create quizzes or assessments. Also, if you are easily overwhelmed by too many options, this may not be the tool for you.

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.

• SurveyMonkey templates have made it very user-friendly. It is very efficient to create a survey.
• I love that they have multiple ways to answer questions. For example, short answer, paragraph, and radio buttons to name a few.
• The surveys are very easy to share. You can import a large list of email addresses or free type just a few.
• I like that you can test the survey before sending it out live. I send it to myself to verify how it will look and feel to the end-user.

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

• Recognizing that there are more limitations when it comes to a mobile interface vs. a desktop interface, I would love to see more profound levels of programming functionality on the mobile side.
• It would be helpful to have better access to greater levels of third-party results analysis, particularly as it relates to open-ended questions and answers.
• As an admin, it would be very cool if SurveyMonkey were able to use AI to match the survey we're building (questions, topics, target respondents, etc.) to existing results that might negate the need to ask certain questions in our surveys.

Incentivized

• Provide an easier way to create reports that are basic and direct
• A CTI connection between Webex Calling and Webex Contact Center to enable sending calls to flow without the need of a DID
• More examples of JSON to create formulas in the flows

Incentivized

Compared to other competitors in the market (including a few I've used internally), if you're looking for a survey application, this one does the job and it's quite inexpensive too. Considering the fact that it comes with a handy mobile application too (on iOS and Android), you also get flexibility thrown in the deal too.

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.

SurveyMonkey should suffice for most simple use cases to collect responses or feedback from clients. The templates that they offer are helpful as well as the guidance on question formulation. If you just need a stand alone software to distribute and collect surveys, then SurveyMonkey will meet your needs.

Incentivized

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

still to many limitations for more complex surveys --skips, filtered questions, etc.

I haven’t used the support function yet, but I have had colleagues that have and the issues they’ve faced have been resolved super quickly. They also have said the support people they have come in contact with have been extremely friendly. Those two things are what made me choose my rating

Incentivized

Implementation not required.

Building forms on SurveyMonkey is much easier and prettier than it is with HubSpot CRM, although I love that form responses map to our contact properties in HubSpot. Google Forms is less professional and clean looking and feeling than SurveyMonkey. I wouldn't want to put a Google form in front of a client or important stakeholder. But Google Forms is very quick and easy to pull together with a single, universal, short, sharable respondent link which is great for answers you need know. Plus the data integration/export to sheets is seamless and easy.

Incentivized

In the past, we have used Drink Central, 8x8 and Teams. So we have used all of them and then came back to Webex Contact Center. So Cisco has enterprise-grade networking and then enterprise-level support, but the other products are loosely coupled with the enterprise-grade. They have some features, but they're not typically coupled with Cisco's product.

Incentivized

• It helped to determine if our business was going to switch to a new payroll software based on the employee feedback of whether one of its main features would actually be wanted or not.
• It helps to improve individual instructor's classes based on survey feedback from our clients.
• It helped us to gauge the interest in whether or not a pool of people wanted to become instructors.

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