Webex Calling is Cisco’s flagship cloud calling solution with over 12 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a cloud calling solution. Webex Calling's connectivity and collaboration experience includes calling, meetings, messaging, contact center, and integrated devices.
$17
per month per user
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.
The best thing about Webex Calling is its quality and innovation, as they frequently add capabilities and features to the service without requiring additional payments. This isn't the case with Avaya or Microsoft. Furthermore, Cisco Webex Calling can now be integrated with …
Webex Calling easily stacks up against the competition because Webex Calling is all inclusive inside the Webex. Suite, unlike other companies and providers where you have to piece together. A full solution from 4 different products we've used 12 different web pages to manage …
It does have an advantage due to the name attached behind it, that is Cisco. Due to that it makes it more reliable and trusted solution followed by the integrity they provide us. I fell that it is the best solution available in the market so far. The features and the …
Webex Calling provides the majority of the features of Cisco Call Manager with the flexibility of a cloud-based platform. This offers ease of management, zero-touch deployment of users' phones and devices, and the ability for a limited IT department to handle a complex …
I find this product to be very easily deployed as well as configured. With this platform, it does not really matter from where you are using it be it home or office or any meeting room this platform just seamlessly integrates into your company. Moreover, the user interface is …
Did not try or evaluate any other products to compare. This was due, in part, to other cisco products we have used successfully in the past and continued with our brand loyalty. The product once again has not disappointed us in any way and we will continue to use and evaluate …
We use Webex Calling, but we chose to add Cisco Webex Contact Center to help direct calls to their intended destinations, depending on the time of day or night. So, not a direct competitor, but rather a helper. I would consider looking at Webex Contact Center if you need more …
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 …
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 …
Have not performed any Five9 deployments so I am not 100% sure how they differ but the Webex Contact Center solution is very robust and well thawed out.
Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides.
It is a unified, omnichannel contact center solution managed and administered from the cloud to help improve organizational operational efficiency and also reduce costs.
It seems quite able to handle the normal day to day voice call requirements quite well. Our previous Cisco phones had cameras that could do video calls, but if we need that we go to a Zoom session. Conference room use is not terribly convenient, although this might just be a case of us figuring out how to adapt the environment.
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.
Internal calling can be done by searching user in directory or by dialing short code extensions for users. Pretty quick and easy to reach internal people.
Webex Calling integrated seamlessly with call recording solutions making it very useful for compliance call recording which is needed by customer service centres today.
Features like call forwarding, call transfer, conference, voice mail, etc are available.
User authorisation for different types of calls is available.
It provides basic call centre features as well so that companies requiring basic call centre features can use it within Webex Calling.
I think what it's doing is it is still the leader when it comes to being able to present calling platforms. And I mean I guess it's number one competitor from a software perspective is Microsoft Teams, Cisco is doing everything possible to provide open source to enable Microsoft and Cisco to work together, particularly when it comes to user room experiences so that no one is feeling like they're left alone or compromised or somewhat segregated when they're choosing one technology versus the other, which is a great thing.
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.
The service can be intermittent and the call forwarding feature will not always work perfectly. There will be periods of time where the calling feature will not work at all and people on the other end can hear me but I am unable to hear them. It also requires a fairly strong signal which can be an issue if you work somewhere remote or a building without much service.
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.
Cisco Webex Calling is an outstanding cloud collaboration that includes enterprise-grade cloud phone system designed for the modern hybrid workplace. Webex Calling integrates calling, messaging, and meetings into a single, intuitive platform, empowering your teams with unparalleled flexibility and productivity. Benefit from advanced features like HD audio and video, voicemail to email, call forwarding, and intelligent call routing, ensuring crystal-clear communication and efficient workflows from any device, anywhere. Webex Calling prioritizes security and reliability, offering redundant data centers and end-to-end encryption to safeguard your conversations. Its scalable architecture effortlessly adapts to your envolving business needs, providing a future-proof communication foundation. Enhance collaboration and streamline operations with a solution that's not just a phone system, but a comprehensive communication hub.
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.
I've not actually had it ever be unavailable when I needed to use it. As mentioned before, a network outage would take it down, but we have redundant systems for our network connections with automatic failover.
I don't really see this impacting any other system performance at all. The client is very light use on resources, even on my iPhone. I don't know what else it connects to behind the scenes other then the campus directory, but I haven't seen or heard of any impacts. It seems fairly self contained except for wherever it interfaces with the general telephone system connectivity outside the campus.
I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers. The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.
The company uses Microsoft Teams. They do use Microsoft Teams right now and for a long time a lot of the different practices have been using on-premise, contact Call Manager and Unified Communications Express. But Cisco WebEx, the cloud-based product is one of the new ones. And some of our other site practices are also using RingCentral. So cloud calling is not new to the company. For those of us who are familiar with Cisco products, the transition to WebEx calling is not as difficult as it might be for some other products. Going from on-prem to RingCentral, there is more of a learning curve with.
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).
So far it has been very reliable, with very little down time that was associated with the product itself. We have had network outages due to external factors such as construction cutting a fiber link, but other than that kind of thing not much for failures.
Webex calling is a good solution for customer which are ready for cloud.
However some customers doesn't want to share their CDR to a UcaaS so Cisco shouldn't focus on cloud opportunity and up to me the gap of investment, marketing, evangelization is too big weighing the pros and cons for cloud too often
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.
