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Webex Contact Center

Webex Contact Center

Overview

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.

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Recent Reviews

Webex Contact Center Dissection

7 out of 10
March 28, 2024
Monitoring adherence and gathering information on the work tendencies of staff. It allows us to get detailed insight and information …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Agent dashboard (26)
    9.4
    94%
  • Call forwarding (25)
    9.0
    90%
  • Validate callers (25)
    8.7
    87%
  • Warm transfer (26)
    8.5
    85%

Reviewer Pros & Cons

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Video Reviews

1 video

Webex Contact Center Review
06:25
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Pricing

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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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.webex.com/contact-us…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.3
Avg 8.3
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Product Details

What is Webex Contact Center?

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice - whether that is voice, text, email, social messaging, or more, and ensures that agents have context and intelligence across the entire customer journey.

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 Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view

Webex Contact Center Video

Every customer journey should end with a solution

Webex Contact Center Competitors

Webex Contact Center Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Talkdesk, Genesys Cloud CX, and 8x8 Contact Center are common alternatives for Webex Contact Center.

Reviewers rate Agent dashboard highest, with a score of 9.4.

The most common users of Webex Contact Center are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(104)

Attribute Ratings

Reviews

(1-25 of 28)
Companies can't remove reviews or game the system. Here's why
Mike Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
ResellerIncentivized
We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.
  • Call Management and track
  • Personalized interactions with our customers
  • Smart Reporting
  • Integration to Social media
  • Administration interface could be more friendly
  • Improve Capabilities regarding user sentiment feature
Since we use Webex Contact Center and Genesys Cloud Contact Center solution as well, we have compared both, and Genesys seems to be more user friendly on the administration interface, as well as some features.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We need a Cloud solution, so we moved to the Webex Contact Center. And Webex Contact Center is very nice product to use, it's single pane of glass. All the features we can use from single window only. Integration with third party tools or applications is very easy. And whatever we use, we pay for that only. That's the best thing due to Webex Contact Center.
  • Whatever we use, we have to pay for that only.
  • All the features and applications are on single window, single pane of glass.
  • Integration with third party tools or application is very easy.
  • Need easy access to Email, chat and SMS.
  • Webex Desktop Screen should be more interesting to see.
  • License part should be more easy to understand for common user.
Webex Contact Center is a very nice product to use; it's a single pane of glass. Especially we can use this application from anywhere any place of the world provided we just need internet connection. That's the best thing for Webex Contact Center. We can communicate with caller by call, chat, email, SMS, Whatsapp and FB.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Webex Contact Center for handling our customer call for tech and non tech support process. We were using on-prim Cisco unified call manager, we decided to rebuilt solution in cloud based application. Webex offered us a cloud based Saas solution, which exactly we were looked for. The primary requirement is for handling incoming/outgoing calls.
  • Monitoring the call flow
  • Integration of multiple SIP providers
  • Call stats
  • Web API
  • Use case documentation
  • Intergation with other CRM tool
It helped us to move on-prim solution to cloud based Saas solution, which improved the call handling for the support staff work in remote. We expect the Webex Contact Center to handle the calls on low latency.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Webex Contact Center is mainly used to remote into customer's desktops to help troubleshoot any issues that they have. If they need any help it's easier to use Webex Contact Center than try and guess what the customers need assistance with.
  • Remote assistance
  • Ease of use
  • Not as much lag
  • Faster responses
Webex Contact Center has been most helpful with remote sessions. If a customer needs help we can assistance by using Webex Contact Center and getting their issue resolved very quickly by seeing what they are seeing. It is also helpful when need to do a video call with our customers.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We replaced our legacy (and no longer supported) contact centre solution with Webex Contact Center. Webex Contact Center replaces a selection of other products (call recording / pabx / reporting / MI) with a single cloud based setup. We took the opportunity to start using digital channels since we have migrated to Webex Contact Center and this has proven very popular with our end customer.
  • Easy to deploy
  • An all in one solution
  • Time saving
  • Moving tenant between regions was more difficult that we expected
  • Upgrading the trail to a production instance was also time consuming
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
Score 9 out of 10
Vetted Review
ResellerIncentivized
I am a partner, so I build deploy design and configure Webex Contact Center systems for customers. So far using the Webex Contact Center system has been fantastic, but it is still missing key features from on premise solutions such as UCCE and UCCX. I do wish there was a better integration with Webex Calling, but I know that that is coming soon. I also wish for a tool or tools to migrate from on premise to cloud solutions. The Webex Contact Center system is fantastic in scalability and ease of configuration, but it also lacks some key configurable pieces. The solution of analytics is something to get used to especially coming from Web view and unified intelligence center, but things are looking very promising.
  • Simple contact center solutions
  • Ease of deployment and speed of deployment
  • Single pain of glass for users, supervisors, and administrators
  • 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.
A Webex Contact Center solution would be more than enough for 90% of all contact center systems out there. Most do not perform any complex tasks And most do not need half of the features that are available for on premise solutions. If your contact center system is larger than 5000 agents or you have complex custom CVP applications and routing you may want to hold off on jumping to Webex Contact Center just for now as things get more robust and built out.
Score 7 out of 10
Vetted Review
Verified User
Monitoring adherence and gathering information on the work tendencies of staff. It allows us to get detailed insight and information regarding their current status at work in an easily digestible way. Allowing us to manage out staff with relative ease compared to the old methods. The product is very customizable to suit our needs and allows up to develop new processes as we see fit.
  • Adherence Statistics
  • Call Monitoring
  • Customer Statistics
  • Functionality customization
  • Hard to find some statistics
  • Optimization
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful
- Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved
- Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Webex Contact Center is primarily used to help callers find answers to their questions. That is only one part of the equation. The other part is also to help the agents complete their work efficiently and less stressfully. Webex Contact Center helps bridge the 2 together. It also provides a helpful interface for administrations and supervisors to manage the call center easily.

It introduces a plethora of features to call centers. It also increases the number of communication channels that agents can interface with customers. Through easily deployable digital channels.

To wrap it all up, it also has the Webex Analyzer which provides detailed reporting and visualizations so you can easily detect trends in your call center. Also, 30 days free recording which I don't think is available with peer providers.
  • Multiple of options to integrate PSTN Lines
  • Administration of the Call Center
  • Developing new features rapidly and reacting to customer needs
  • Line awareness of On Prem Phone
  • Ability for Supervisors to Call In and update variables instead of using GUI
  • Live reporting to include more data
  • More documentation
  • Better certification
Webex Contact Center is a very stable solution under constant development and new features are regularly added. The current flavor of it already has a lot to offer with its ease of including digital channels and providing agents with more and more ways to reach out to customers.

The availability of free recording for 30 days is also a great addition for customers to try out recording before committing to a longer retainment of recording.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
End of support of HCS 12.5 and customers migrating to the Cloud.
  • Easy callFlow management
  • User friendly Agent/supervisor desktop
  • The flexibility in the scripting part
  • Some important nodes in the callflow must be dynamic
End of HCS 12.5 and customers wanting to migrate to a Webex Contact Center Cloud solution.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are in the process of migrating our on-prem customers towards the cloud and the first customer has been migrated successfully to the Webex Contact Center. Currently, our product team is having a difficult time continuing our customers to choose the Webex Contact Center route due to the difference in features and the difficult migration process.
  • WebRTC
  • Management portal
  • API possibilities
  • The migration process to Webex Contact Center, no tools available
  • Other vendors have an option built in to pull relevant call detail information, including signaling for troubleshooting
  • Visibility of monitoring for partners using API
Customers can get a great contact experience when using the full webex suite and managing all feature from a single portal. They will benefit greatly by using WebRTC for their agents in stead of Jabber and can easily integrate voicebots into their customer service.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have medium-sized 50-70 agents that use the Webex Contact Center state base routing and key accounts. Webex Contact Center works well on the dynamic routing of the agents, the only missing part is that cannot see the status of the agents in terms of the agent-to-agent access. Supervisor access is ok. Cloud calling and Webex Contact Center integrated into Salesforce resolved the requirement of my company contact center, we are pleased that Webex Contact Center made this possible for us.
The onboarding and offboarding of users are now much easier compared to 2-3 years ago when I still used the agent desktop and call manager. Webex Contact Center is well suited now as our main tool for customer service.
  • Configuration
  • Voice Quality
  • User-friendly
  • Flexibility
  • Accessibility of the dashboard to create easy calling from there and check the agent status
  • Reporting on the troubleshooting and visibility of the poor performance of voice quality
Score 8 out of 10
Vetted Review
Verified User
Incentivized
So we operate Australia's highest-rated call center and our selling point is that we have this call center on shore in Australia. We needed a flexible platform to allow us to combine multiple department call centers into one big gigantic call center. And Cisco was a great partner, has already been an existing partner of ours, so we leveraged your solutions to help us out.
I think it's well suited for companies that have a social media presence in addition to call center because I know the application allows you to use multiple sources of communication with your customers. I think it wouldn't work very well at the moment with remote staff in a call center only because of the reporting issue I talked about before. I've had to triage situations where calls were made but we have no record of it or even if the calls were made, we can't find them or they're misreported. So it's ideal for people that you can manage in the office.
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
  • The biggest room for improvement with this product that prevents it from being like a 10 out of 10 in my book is reporting. So I can't with any degree of confidence talk about the timeframes for when a call starts or finishes versus what it's reported as. So there could be a discrepancy of anywhere from half an hour to one hour from the real call versus the reported call.
December 05, 2023

All in one CX solution

Score 9 out of 10
Vetted Review
ResellerIncentivized
Help improve customer experience with customers, get the customer to self-service via digital channels and resolve interactions.
Great leading CX solution to get the customer to the right agent. It has the ability to provide services via the digital channels.
  • Ease to use
  • All Cloud base
  • Leading solution
  • Can do end to end
  • WebRTC
Christopher Cavendish | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Webex Contact Center is used for our service desk to field inbound calls for our internal teams. The product replaced IP Communicator for our organization to better assist our company and to integrate with programs like Service Now as well as any other API integration that we felt would help excel how the business is supported.
Well Suited: Service Desks, Customer Care, War Rooms, Engineering Teams, Anything that needs deep analytics, etc.
Less Appropriate: for very small businesses or anything that can use more of just a hunt group format
  • Ease Of Use
  • Ability to Group Service Desk Users In To Teams
  • Supervisory Dashboards
  • Onboarding
April 03, 2023

Webex Contact center

Score 9 out of 10
Vetted Review
ResellerIncentivized
An example, have a great relationship with the solutions partner and they have done their best to be accommodating and to configure the platform to our requirements.
Agent portal is easy to use and easy to adopt if someone has not used before
  • Building the reports is very convoluted and level of detail is too granular.
  • Geared more towards engineers and system admins instead of supervisors or team leaders.
  • RONA mode
Score 9 out of 10
Vetted Review
ResellerIncentivized
We resell the Webex CC solution for our customers. This solution is easy to access and quickly deployable. Customization options cater to a wide variety of customers.
The Webex Contact Center enables rapid deployment for the customer and offers a wide range of customization. It is suitable for small businesses that want to quickly deploy a basic contact center, but also for larger ones with more complex needs like multi-channel or CRM integration.
  • multi channels
  • CRM integration
  • call flow customization
  • API
  • wbex calling integration (status sync)
  • agent statistcs
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We sell and customise the Webex CC to fulfill our customer's needs. We serve a variety of businesses like health care, insurance or chemical companies where not only call volume is the challenge, but also quality. We need to be create flexible call flows that allow the contact center for adjusting to different events like temporary closures or rerouting.
For smaller CCs with a static demands or CCs that are new in the business we absolutely see an improvement that we can bring. For existing customers with a history in UCCE we see challenges to deliver Webex as a full replacement.
  • Multi channel integration
  • Pleasing User interface (agent & supervisor)
  • Clear reporting dashboards
  • Unified administration (but we know it will be better in future)
  • Call flow / script editors are ok but not fancy
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ability to have an omni channel callcenter incorporated within the Webex environment. Advanced queuing and ease of use when contacting other colleges for support.
well suited for voice only, but when scaling to a large contact center managing agents and queues might be time consuming.
  • single pane of admin, reporting
  • integration with Webex App
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Issue with the countries where regulatory issue like India,China and Costa Rica.<br><br>Also want to know when contact center services will be available for such location
Customer journey is the key feature which cisco trying to do best
  • Integration with social media
  • Bots integration
  • Integration with third party Telephony
  • Customer support
  • Expand the services in all regions where other cloud based solutions already serving
  • Supervisor desktop
  • Script real-time view like in ucce
Score 9 out of 10
Vetted Review
Verified User
Webex Contact Center's AI-based interface has greatly reduced the waiting time and helped the operators reply to students' questions quickly. The conversations are automatically converted to transcripts for official records. Efficiency has increased after implementing Webex Contact Center and have helped reduce manpower thus reducing operating cost. The backend support team is responsive and resolves operators' queries quickly.
In situations like an online class with a student number of 600-1000, multiple questions can be asked during the session. Teaching Assistants (TA) can help the Professor by answering the questions asked and engaging with the students. This platform is ideal when there are a large number of users/Students/customers who want answers to their questions quickly. For a smaller number of users, the platform may not justify the price.
  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
  • Customization for small companies with small user
  • The virtual assistant customization
  • Optimizing to run on older laptps
wilson bruno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Webex Contact Center has the focus of establishing interactions that are dependable between the business and the clients. The tool applies chats, emails, besides other factors. More so, Webex Contact Center keeps the details of staff and the employees on the safe, where they are retrieved any second they are required. Finally, Webex Contact Center has the artificial intelligence solution, very credible and substantiated.
Webex Contact Center is a recommendable program, with strict security measure, but it enhances communications effectively. More so, the chats, the emails, among other features are encompassed on Webex Contact Center, which is a proficient feature. The intelligence analysis from Webex Contact Center also allows the company to have the insights of customers, and the correct one.
  • Accurate intelligence scope.
  • Proper interaction and engagement features.
  • Advanced information safety strategies.
  • No chat bots that are instant.
  • No versions for mobile.
  • No specified OS for the software.
Score 10 out of 10
Vetted Review
Verified User
We are Cisco Partners and we provide consulting services to my end customer. It addresses a ready-to-go solution in contact center space.
From a contact flow design platform perspective, we can work on areas like integration to be specific. For example, I was trying to capture variable information in a chatbot hosted on Google CCAI. It was a little complex since usually there is no involvement of contact flow, as routing logic is totally dependent on routing strategy, and for capturing variable information like the name of the customer is entered while initiating the chat. It seems it will be improved when IMI integration is completed for tenants.
  • Agent Desktop
  • Reporting has improved
  • Reaching support
  • Contact Flows
  • Reporting needs to be made more user friendly
Paresh Tupade | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
A platform like no other for communication. We all know communication is key to everyone and every organization. The reason we choose Webex Contact Center is for its big community reach. Available all over though with high network connectivity needed. Great chap space and engagement room with good audio skills and video conferencing enabled.
Why not have it solve the need to communicate on a large base with h much ease. Not very cheap in pricing and not well connected to poor network connectivity areas. Nevertheless, it is absolutely amazing on video conferencing and chat meetings. Better than many of its caliber. More secure precisely.
  • Security on encrypted conversations.
  • Monitoring of chats on live.
  • Beautiful user interface.
  • Maybe a cheap version for small enterprises.
  • Improve on network connectivity maybe an adjustment offered.
J. Eduardo Medina Corona | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
With Webex, we have been able to be in contact with many students in this last period where we have worked at home, and we have also been able to make appointments between collaborators. Unlike other apps, this one is very noble. In addition, we can be in communication for a long time without something going wrong.
In our organization, we have Cisco brand machines and switches, and by using this application or program, the work is easier, since communication is fluid. Within the group of colleagues at work there is an urgent need to be connected and in communication, and this program helps us achieve that goal from day to day.
  • You are available to all collaborators.
  • There is no interference between communications.
  • Company email can be used to log in, no special one is required.
  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
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