Webex Contact Center Pricing Overview

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What is Webex Contact Center?

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.

Offerings

  • Does not haveFree Trial
  • Does not haveFree/Freemium Version
  • Does not havePremium Consulting/Integration Services

Entry-level set up fee?

  • No setup fee

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Webex Contact Center Alternatives Pricing

The following is a quick overview of editions offered by other software in similar categories

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Fuze

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What TrustRadius Research Says

Webex Contact Center Pricing 2022


Great customer service increases both your revenue and your client base. It becomes a struggle when you need to find a software solution that both maintains customer engagement and streamlines your volume of inquiries. Webex Contact Center was designed to meet complex enterprise needs and help you manage customers quickly and efficiently.

What is Webex?

Cisco Webex is a cloud-based business communications company that specializes in meetings, calling, messaging, and video conferencing. Webex has been a part of Cisco since 2007, when they were acquired.


Their business applications are a popular choice for teams that want workflow optimization and collaboration tools. They have products for both small businesses and enterprises. The small business products they have include the Webex App and their plans for Calling, Meetings, and Messaging. Enterprise products include Webinars, Events, Contact Center, and many more.


If you want to learn more about Webex, see this video going over their new features for 2022.

What is Cisco Webex Contact Center?

Webex Contact Center is developed with the customer experience in mind. This cloud contact center solution offers call centers and customer service representatives more functionality in their workflow. This means robust features like AI automation, a customizable interface, and an agent desktop to enhance the agent experience.


The predictive AI offers virtual agents that can streamline basic end-user needs and offer live agents transcripts of customer interactions. With these transcripts, agents can catch up quickly and offer clients fast and efficient service.


On the agent desktop, customer service reps can see real-time changes in customer needs through the dashboard’s OmniChannel, which displays live conversations. From there they can collaborate with other agents to deliver a unified and consistent service. For a sneak peek at what the agent dashboard actually looks like, check out the video below. It’s an example Webex provides of the user interface.


Omnichannel capabilities | Webex Contact Center


Webex’s contact center solution also offers self-service options with natural language processing to provide end-users with a faster response time. This allows users with simple needs to get help quickly rather than waiting for a representative to become free. Below is Webex’s demonstration video of how this tool can work for your team.


Artificial Intelligence | Webex Contact Center Demo


The Webex Contact Center is designed for quality management of your entire customer journey. If you want to optimize your client solutions teams, Webex may be the ideal choice for you.


Before you make any decisions, we recommend that you see all the information they have to offer. The Webex Contact Center data sheet is a PDF that compiles all feature functionality. This includes their CRM integrations, including Zendesk, Salesforce, and Microsoft Dynamics. In general, it also integrates with Webex calling so you can enjoy those plan features as well.


The data sheet PDF goes into detail about their Quality Management system for performance evaluation, as well as what they offer for Cisco’s public switched telephone networks (PSTN) for complex telephone communications. If your team needs very specific features, you will most likely find details on those features in the PDF. For instance, it covers what they have for outbound campaigns as well as routing options, like skills-based routing to send tricky problems to the right agents.


If you’re looking for even more information on the software like pricing, you can find their contact page here. There is no upfront pricing for most of their enterprise solutions, including Webex Contact Center.

How does Webex Contact Center Pricing Work?

While their contact center solution offers intensive support and plenty of functionality, it does not offer anything in terms of pricing or subscription plans. You will need to contact their sales team here.


Without any pricing, it can be super difficult and frankly irritating to figure out if a product is a right fit for your team. The next best way to investigate is by gauging end-user satisfaction from reviews on the software.


Currently, Webex Contact Center has a strong reviewer sentiment and a high trScore of 9.3/10. This doesn’t mean all the reviews are sugar-coated fluff pieces; in fact, quite the opposite. Most positive reviews include constructive criticism about what users wish they had more of or want to be improved.


The big highlights for Webex Contact Center tend to be their integration and live chat monitoring features. Negative feedback tends to focus on what they can improve, like more descriptive reporting, offering more affordable package options, or adding TeleGram integration. Feel free to go through the rest of Webex user reviews to find out what needs they can meet and where they may fall short for your team.

What is an Alternative to Webex Contact Center?

LiveAgent is another awesome contact center solution. They have upfront pricing, and a very transparent feature breakdown between their 4 affordable plans. The software has very strong reviewer sentiment, the Top Rated award for 2021, and a high trScore of 8.8/10.


Their comprehensive pricing plans include great options for startups, and small to large businesses. They even have a Free plan, although it does come with a few limitations like having 1 phone number and 1 email address.


LiveAgent Plans

Free

Ticket

Ticket+Chat

All-Inclusive

Cost per agent per month

$0

$15

$29

$49


In comparison, LiveAgent appears to offer more affordability, transparency, and flexibility. Webex does have detailed resources about their product, but they aren’t nearly as transparent about plan costs. LiveAgent is a great choice for service desk operations and workload, but Webex centers more on AI automation to streamline customer service needs. Still, LiveAgent does have features that improve workflow, such as real-time visitor monitoring.


When it comes to satisfied customers, they both have positive feedback and high trScores. You can find a comparison breakdown of end-user feedback here.

More Resources

If you want to see more related software, we have lists of software with user reviews. Similar products can be found in web conferencing software, collaboration software, and contact center software.


For those that have used any of the platforms discussed here, please leave a review to help other buyers make informed decisions.