Webex Contact Center

Webex Contact Center

Webex Contact Center

133 Reviews and Ratings

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Overview
Product	Rating	Most Used By	Product Summary	Starting Price
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

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 Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Webex Contact Center
Considered Both Products	Webex Contact Center 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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. Incentivized Helpful? 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. … Incentivized Helpful? Verified User Engineer Chose Webex Contact Center WxCC accelerates contact center solution deployment. Incentivized Helpful? Verified User Executive Chose Webex Contact Center Within range Incentivized Helpful? 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. Incentivized Helpful? Verified User Engineer Chose Webex Contact Center Still need some improvements with integration. Incentivized Helpful? 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. Incentivized Helpful? 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. Incentivized Helpful? 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 … Incentivized Helpful? 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. Incentivized Helpful? 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 … Helpful? Verified User Team Lead Chose Webex Contact Center Webex Connect is a powerful tool to add digital channels and enrich the user experience. Incentivized Helpful? Verified User Engineer Chose Webex Contact Center 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. Incentivized Helpful? JD jennifer david Identity Access Management Lead Chose Webex Contact Center Webex Contact Center is a more stable company and more equipped with what we need in terms of the contact center. Incentivized Helpful? Christopher Cavendish Senior Voice / Collaboration Engineer Chose Webex Contact Center They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond. Incentivized Helpful? SM Sadia Marium Senior Network Engineer Chose Webex Contact Center Cisco is a core networking solutions provider that's why we have trust on Cisco Incentivized Helpful? Verified User Professional Chose Webex Contact Center Webex Contact Center has good customer support and the operators are happy. The operators initially had difficulties using the platform but the Webex team has guided multiple times to help the operators get used to the platform. Lead time to reply to students is also less on … Helpful? J. Eduardo Medina Corona Researcher/student Chose Webex Contact Center Amazon Connect appears to be a very complete system. But we still prefer to stick with Webex, as it is more accessible and cheaper in many ways. In our region, it is difficult to acquire Amazon Connect as well, and that is why we stayed with Webex. But since we're already … Incentivized Helpful?

Features

Webex Contact Center

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	Webex Contact Center 8.1 41 Ratings 3% below category average
Agent dashboard	9.139 Ratings
Validate callers	8.737 Ratings
Outbound response	6.832 Ratings
Call forwarding	9.038 Ratings
Click-to-call (CTC)	8.535 Ratings
Warm transfer	8.538 Ratings
Predictive dialing	5.825 Ratings
Interactive voice response	8.234 Ratings
REST APIs	8.334 Ratings
Call scripts	8.734 Ratings
Call tracking	8.437 Ratings
Multichannel integration	8.236 Ratings
CRM software integration	7.636 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Webex Contact Center 8.0 37 Ratings 3% below category average
Inbound call routing	8.135 Ratings
Omnichannel inbound routing	8.033 Ratings
Recording	8.835 Ratings
Quality management	8.531 Ratings
Call analytics	7.632 Ratings
Historical reporting	8.335 Ratings
Live reporting	8.035 Ratings
Customer surveys	7.433 Ratings
Customer interaction analytics	7.029 Ratings

Best Alternatives
	Webex Contact Center
Small Businesses	CloudTalk Score 7.6 out of 10
Medium-sized Companies	CloudTalk Score 7.6 out of 10
Enterprises	Bright Pattern Contact Center Score 8.8 out of 10
All Alternatives	View all alternatives

User Ratings
	Webex Contact Center
Likelihood to Recommend	8.6 (43 ratings)
Likelihood to Renew	9.1 (2 ratings)
Usability	8.0 (19 ratings)

User Testimonials
	Webex Contact Center
Likelihood to Recommend	Cisco It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer. Incentivized Jeremy Shupick Network Administrator Sr. Read full review
Pros	Cisco Easy to setup a flow and managing it and make changes without impacting the production system Great analyzer that gives detailed information Provide social channels to reach all the customers regardless of age and social groups Easy to SMS and have communication for customers on the go Incentivized Verified User Anonymous Read full review
Cons	Cisco Better integration with Webex Calling. More on premise features integrated into the cloud solution. Better documentation for pebble templates. Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice. Incentivized 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. Incentivized Verified User Anonymous Read full review
Alternatives Considered	Cisco 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). Incentivized Verified User Anonymous Read full review
Return on Investment	Cisco 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. Incentivized Verified User Anonymous Read full review
ScreenShots	Webex Contact Center Screenshots