Webex Contact Center

Webex Contact Center

About TrustRadius Scoring
Score 9.3 out of 100
Webex Contact Center

Overview

Recent Reviews

Webex Contact Center Review

10 out of 10
January 19, 2022
We are Cisco Partners and we provide consulting services to my end customer. It addresses a ready-to-go solution in contact center space.
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There is a new sheriff in town!

9 out of 10
May 21, 2021
As a Cisco Partner, we have used for years now Cisco Contact Center Express (on premise solution) for our own internal needs and also …
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Popular Features

View all 22 features
  • Warm transfer (12)
    9.7
    97%
  • Agent dashboard (12)
    9.3
    93%
  • Validate callers (12)
    8.7
    87%
  • Call scripts (12)
    8.3
    83%

Reviewer Pros & Cons

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Video Reviews

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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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Alternatives Pricing

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Product Demos

Delivering the future of customer experience with Webex Contact Center
00:58
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Features Scorecard

Contact Center Software

9.1
91%

Workforce Optimization (WFO)

9.4
94%
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Product Details

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 Downloadables

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 and Genesys Cloud CX are common alternatives for Webex Contact Center.

Reviewers rate CRM software integration and Call analytics highest, with a score of 9.8.

The most common users of Webex Contact Center are from Enterprises (1,001+ employees) and the Information Technology & Services industry.
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Comparisons

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Reviews and Ratings

 (48)

Reviews

(1-12 of 12)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Ericson Aragoza | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Webex Contact Center in the different locations (US, EMEA, UK, Asia) for our internal use, as well as to some of our customers. We are currently in a roll out phase internally wherein we are migrating our offices and sites that still use an on prem solution (Cisco, Ayava and Asterisk) towards the cloud, all the while selling and offering the same service to some of our customers encouraging them to migrate to the cloud.

As a personal note on the usage, as already mentioned I am part of the team that is deploying this technology for both internal use (mostly) and to our customers.
It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.

I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
  • Ease of use
  • Good interface for overviews, maintenance and reporting
  • Rich application management
  • Powerful integration
  • Learning curve for some customer administrators
  • Less flexibility in accessing endpoints directly
wilson bruno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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.
Vikrant Sehgal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It provides a cloud solution to manage end to end Customer records. We are using this tool and it has major advantages over other software. We can use the API and consume them as per our requirement. We can get the statistics of Queues, Calls & chats.
We have a requirement to get the Live statistics of Queues, Calls & Chats. Which we can easily accomplish using the API integration.
  • Consumption of Webex Contact Center API
  • Live monitoring of call, chats
  • Reports needs to be more descriptive
  • Requirement for clean Dashboard
J. Eduardo Medina Corona | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Leonardo Lacerda | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
There are a few customers that have [Webex Contract Center] in their environment, most of them just had migrated from On-prem UCCX to a cloud-based platform along with their IP phones and softphone devices. [Webex Contract Center] is making a great positive impact as the integration features are being adopted by our customers, I would say that multi-channel feature is the most wanted.
Surely [Webex Contact Center] is recommended for all kinds of customers but I wouldn't recommend it for those who are looking for just an IVR and ACD application. [Webex Contact Center] deliveries much more and I think that there are some customers not interested in the Webex application because of the price of the subscription.
  • Integration with facebook chats throught IMI module
  • Great looking feel interface and very friendly for users
  • Email integration
  • WhatsApp or Telegram chat integration would be a asset
  • There is room to improve the UI for agents
  • Support for MS Edge
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
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