Survicate is survey software for getting continuous customer insights at scale. It can be used to measure customer satisfaction (CSAT), track an organization's Net Promoter Score (NPS), get website feedback, or test product-market fit. Survicate supports any use case related to collecting and managing customer feedback. Survicate can be used to: • Create customized surveys and start getting customer feedback within minutes • Run surveys where they are needed: via email…
$99
per month 500 responses per month
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
Survicate
Webex Contact Center
Editions & Modules
Good
$99
per month 500 responses per month
Better
$149
per month 1000 responses per month
Best
$249
per month 2500 responses per month
Better Than The Rest
$269
per month
Better Than The Rest
$299
per month Custom pool of yearly responses
No answers on this topic
Offerings
Pricing Offerings
Survicate
Webex Contact Center
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Additional fees apply for additional users and domains. The price of the Scale plan is negotiated individually and depends on the number of monthly responses needed and possible custom needs, including integrations.
Survicate is well suited for very basic intercept polls and is less suited for more complex surveying tasks (e.g., anything more than basic skip-logic or surveying niche cohorts) and longitudinal surveying (e.g., comparing responses from the same or similar cohorts year over year).
I would say I'm probably between a seven and an eight. It depends on what the customer wants for. If the reporting is a big issue to them that they can't just report on any calls that are made from the phone, that might not be a solution fix for them. But for the most customers, especially if they're traditional based contact centers, it is a good fit for them. With the digital channels that come in that they can now start taking chat messages or SMS texts or emails or whatever like that, there's some advantages to having those channels. For that scenario, as long as the customer understands well, we have a couple of these, what I don't call one-offs or caveats, until we get those figured out, I am good with taking customers through that product and I think they'll have a good experience customer. The big customer I just brought, they love it. They absolutely love the product. They have the integration with, they use Google text to speech, so they can type out their prompts, they can change their prompts, menu options on the fly. They can type out what they want to say and the Google text to speech reads that message to the callers so they don't have to record the prompts and that stuff. That's something they absolutely love and I think it's been a good fit for them. Retail is one because of the digital channels, I think I've already mentioned well suited for, and I think we definitely got customers that fit that really well. I think it will fit customers that have distributed stores or distributed branch offices. I think that's a real good fit for them from a cloud-based system or people that work from home in a hybrid and work environments, contact centers, working from home, all good fits. Where I don't think it fits real well right now is when you've got customers that depend on that phone system being up. We lose our internet connectivity now I can't get to my cloud-based WebEx, cloud-based contact center. I have to switch to some other way to get out to the internet or customers that the business model says I cannot buy company policy, put my stuff in the cloud and there's limitations and I've got a customer like that that needs it on-prem and WebEx Contact center is not going to be a fit for them or WebEx calling or any of those. Cloud-based systems are not going to be a fit for them. And we need on-prem solutions for that.
In my opinion, inconsistent and visually unappealing survey visuals (e.g., NPS and cSAT questions look completely different from each other, creating a disjointed visual experience)
Poor customer service (in my experience, issue resolution can take weeks)
Lack of clarity around API & other technical capabilities requiring engineering assistance
Better highlighting of the call flows so you can better follow when troubleshooting.
Unless already available, it would be great to have a test number to call into and have the call flow light up to indicate your current position in the flow.
We use Survicate for now, over 7 years, and the tool is being constantly improved. New features and products has been introduced over the years. The team listens to our feedback we sometimes share, and improve the product based on that. We really appreciate being supported by the Customer Success, all the insights and help we got from them. And even though they introduced many new features over the years, the tool still remained super easy to use, even from new employees that join our team
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's rare to use products that offer wide range of features, and yet are really ease to use. Over the years, the product has changed a lot, they introduced numerous new features, but the product remained really simple to use. We know it, because new employees who join our team, have no problem in starting to use Survicate on their own, without and dedicated training. The UI is really clear.
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.
We had a lot of issues during implementation that required help from Survicate's engineers. In my experience, it took us over 4 weeks to be fully up and running due to lag times in communication.
Setup was simple. One-time installation for our website and inside the product. We used Google Tag Manager to implement Survicate. So within 2 hours, we were able to run surveys, and also all attributes and events were passed to Survicate, so that we were able to use them to trigger surveys
Considering the simplicity of the need, and the cost of such solution (~600$/yr), I don't think there was very deep research for any alternatives. The main alternative was embedding a feedback tool "organically" into our site, that option was taken off the table, for strategic considerations.
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
We had a business need - to collect feedback on our support knowledge base content. Feedback Lite fulfills this need, with simple, easy to use, solution.
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.
