Webex Contact Center

Webex Contact Center Reviews

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Ratings and Reviews
(1-4 of 25)

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Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have given our customers options for natural, fast, and easy 24/7 self-service. Agents are context-aware of every interaction and have a customer contact history to ensure customers never have to repeat themselves. It allows our customers to connect with us on their own terms and through their preferred channel.
Customers get the answers they need with astonishing speed. Every customer interaction is a delight. Stress and wasting of time is a thing of the past now.
  • Customers connect via chat, text, email, social or call.
  • Chat virtual agents for fast and easy sell-service
  • Compete customer history in a single interface
  • Post-call surveys delivered to the customer
  • Real-time visibility into previous customer survey responses
  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Score 9 out of 10
Vetted Review
Reseller
Review Source
As a Cisco Partner, we have used for years now Cisco Contact Center Express (on premise solution) for our own internal needs and also resell it to our customers. But since the launch of the All-new Webex Contact Center last year, there is more and more hype on this product. Our business still runs on UCCX but we constantly use Webex Contact Center in our lab for testing purpose and demo to our customers.
Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
  • Aggressive and effective roadmap.
  • Webex Calling and Webex Contact Center integration.
  • Solid and very complete omnichannel capabilities.
  • Included call recording (1 month).
  • No Data Center in Canada yet (April 2021).
  • Relatively new product.
Randall Crumm | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source
We have a global contact center and span different geographic locations.
This product is really not ready for SMB let alone enterprise. You can’t even get a report to tell you how many concurrent licenses you are using, and you get billed if you go over in a 15-minute period. If an administrator is assigned to one site, you cannot change it. Partners have to go to Cisco for certain script steps.
  • Installation was very difficult.
  • I am reluctant to bring another department on board.
  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently evaluating the Cisco Webex Contact Center as a platform to migrate from our on-premise solution. This provides a true cloud option for us. We plan to use this for all the departments at our company. This mainly aligns with the company's goal to move critical services to the cloud with higher availability.
Cisco Webex Contact Center being a cloud option resolves the infrastructure required to have a dedicated VPN solution for agents to connect and log in to resources, carrier equipment for PSTN outbound calls/customer inbound calls, hardware, and software maintenance. Provides an easier solution for current COVID-19 conditions for agents to work remotely, just utilizing home internet and phone.
  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
  • WebRTC option to answer call right out of the browser is a sought after option.
  • Hybrid model with on-prem contact center with more reporting options
  • CTI integration for granular control of call with Cisco Webex Teams Client

Webex Contact Center Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
83%
8.3
Agent dashboard (4)
77%
7.7
Validate callers (4)
89%
8.9
Outbound response (3)
88%
8.8
Call forwarding (3)
91%
9.1
Click-to-call (CTC) (3)
88%
8.8
Warm transfer (4)
77%
7.7
Predictive dialing (2)
83%
8.3
Interactive voice response (3)
91%
9.1
REST APIs (3)
91%
9.1
Call scripts (4)
72%
7.2
Call tracking (4)
79%
7.9
Multichannel integration (4)
77%
7.7
CRM software integration (4)
79%
7.9
Workforce Optimization (WFO) (9)
85%
8.5
Inbound call routing (3)
91%
9.1
Omnichannel inbound routing (4)
85%
8.5
Recording (4)
74%
7.4
Quality management (3)
91%
9.1
Call analytics (4)
77%
7.7
Historical reporting (4)
79%
7.9
Live reporting (3)
91%
9.1
Customer surveys (3)
91%
9.1
Customer interaction analytics (3)
91%
9.1

What is Webex Contact Center?

Built for the future of customer experience​, Webex Contact Center aims to enhance interactions between businesses and their customers, improving agent and customer experiences, and optimizing contact center performance. Leveraging the power of cloud data analytics, artificial intelligence, machine learning, and skills-based routing, Webex Contact Center matches customers with the best agent, improving first contact resolution, customer satisfaction and net promoter score. To help users deliver exceptional customer experiences - every time.

Webex Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Webex Contact Center Video

Delivering the future of customer experience with Webex Contact Center

Webex Contact Center Competitors

Webex Contact Center Pricing

Webex Contact Center Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

What is Webex Contact Center's best feature?

Reviewers rate Call forwarding and Interactive voice response and REST APIs highest, with a score of 9.1.

Who uses Webex Contact Center?

The most common users of Webex Contact Center are from Enterprises and the Information Technology & Services industry.