TrustRadius

Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 9.0 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
Webex Contact Center
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
Webex Contact Center
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
Webex Contact Center
Considered Both Products
Webex Contact Center
Verified User
Employee
Chose Webex Contact Center
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 …
Chose Webex Contact Center
Webex Contact Center is way better because it has more routing option and also easier to build and design since it is not scripting and easier to follow the path. the one eliment that I will ask for is to point incoming calls to a spot in the flow that is not at the begining!!
Verified User
Engineer
Chose Webex Contact Center
Perfectly deep integration, especially with Control Hub, you have a single pane of glass for troubleshooting, administration, and analytics. This end-to-end integration with established APIs made the move easy because existing concepts could be adopted to increase automation …
LS
Leonardo Silva
Network Engineer
Chose Webex Contact Center
Webex Contact Center is from the same vendor as the applications I've selected; it is part of a larger bundle.
Verified User
Team Lead
Chose Webex Contact Center
I think in general, they're all great products, I can't really say one is better than the other. I think building flows is somewhat easier in Webex Contact Center compared to the other two. Webex Contact Center was lacking some advanced features mainly in the AI and agent …
Verified User
Engineer
Chose Webex Contact Center
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 …
Jeremy Shupick | TrustRadius Reviewer
Jeremy Shupick
Network Administrator Sr.
Chose Webex Contact Center
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 …
Verified User
Engineer
Chose Webex Contact Center
In my opinion, Webex Contact Center can compete with Five9 Contact Center for small, less complex CX environments. Issue is when you are looking for a more complex, cloud base cx application, Five9 is more a better fit becuase of its maturity in the industry and how it can …
Verified User
Engineer
Chose Webex Contact Center
Due to the Cisco Ecosystem Integration we have migration step to transitioning from legacy Cisco contact center solutions (UCCX and this process was more easier to make with the Webex Contact Center. It is a Scalable Cloud Solution that help with the features that it have to …
Mike Martinez | TrustRadius Reviewer
Mike Martinez
KEY ACCOUNT MANAGER- Sales and Marketing
Chose Webex Contact Center
I'll say Webex suite is a complete All-in one collaboration solution, that helps our company to succeed in what we do.
Verified User
Consultant
Chose Webex Contact Center
The Webex Contact Center is somewhat on par with the feature set provided by Genesis Cloud. These are enterprise grade business solutions and provides rich end to end features. The Cisco solution works very in well within native Cisco environments and with the Cisco ecosystem. …
Verified User
Engineer
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Verified User
Consultant
Chose Webex Contact Center
We trialed a fair few starting from anywhere, Microsoft 365 Call Center, the Genesys, 8x8 Contact Center. Some of the on-premise stuff. I think when it comes to the licensing model and just the flexibility of things, WebEx Center was a standout.
Verified User
Engineer
Chose Webex Contact Center
Still need some improvements with integration.
Verified User
Consultant
Chose Webex Contact Center
It's an application where you can perform calls and chat as well. Additionally, support availability and admin control for the support staff.
Verified User
Technician
Chose Webex Contact Center
I do really like Team Viewer for the remote assistance but Webex Contact Center is a pretty close second.
Verified User
Engineer
Chose Webex Contact Center
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 …
Verified User
Consultant
Chose Webex Contact Center
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.
Verified User
Manager
Chose Webex Contact Center
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 …
Features
Webex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.4
50 Ratings
0% below category average
Agent dashboard8.948 Ratings
Validate callers9.144 Ratings
Outbound response8.139 Ratings
Call forwarding9.246 Ratings
Click-to-call (CTC)7.641 Ratings
Warm transfer8.946 Ratings
Predictive dialing6.330 Ratings
Interactive voice response8.742 Ratings
REST APIs8.541 Ratings
Call scripts8.842 Ratings
Call tracking8.746 Ratings
Multichannel integration8.443 Ratings
CRM software integration8.042 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.1
45 Ratings
3% below category average
Inbound call routing8.341 Ratings
Omnichannel inbound routing7.939 Ratings
Recording8.541 Ratings
Quality management8.537 Ratings
Call analytics8.339 Ratings
Historical reporting8.442 Ratings
Live reporting8.042 Ratings
Customer surveys7.538 Ratings
Customer interaction analytics7.334 Ratings
User Ratings
Webex Contact Center
Likelihood to Recommend
9.1
(54 ratings)
Likelihood to Renew
9.1
(2 ratings)
Usability
8.4
(30 ratings)
User Testimonials
Webex Contact Center
Likelihood to Recommend
Cisco
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.
Verified User
Anonymous
Read full review
Pros
Cisco
  • 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.
Verified User
Anonymous
Read full review
Cons
Cisco
  • 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.
Verified User
Anonymous
Read full review
Likelihood to Renew
Cisco
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.
Verified User
Anonymous
Read full review
Usability
Cisco
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.
Verified User
Anonymous
Read full review
Alternatives Considered
Cisco
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.
Verified User
Anonymous
Read full review
Return on Investment
Cisco
  • 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
Verified User
Anonymous
Read full review
ScreenShots

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