Cisco Webex Experience Management

Cisco Webex Experience Management

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Score 8.1 out of 100
Cisco Webex Experience Management

Overview

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Pricing

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FREE

$0

Cloud
Per Month / 50 Responses / 1 user

EASY

12 ¢

Cloud
Per Response / Unlimited users

BASIC

$25

Cloud
Per Month / 200 Responses / 2 users

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.getcloudcherry.com/plans

Offerings

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

Features Scorecard

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Product Details

What is Cisco Webex Experience Management?

Cisco Webex Experience Management (formerly CloudCherry) is a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight.

The software is described by the vendor as a customizable, easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement and address issues as they happen at any touch point of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touch points of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data and ERP solutions.

Cisco Webex Experience Management Features

  • Supported: Customer Experience Management
  • Supported: Net Promoter Score (NPS)
  • Supported: Customer Experience Analytics
  • Supported: Real Time Customer Insights
  • Supported: Customer Delight Measurement
  • Supported: Real-Time notifications and alerts
  • Supported: Omni-channel feedback collection
  • Supported: Targeted Marketing Campaign Lists
  • Supported: Root Cause Analysis
  • Supported: Questionnaire and Surveys

Cisco Webex Experience Management Screenshots

Screenshot of DashboardScreenshot of DashboardScreenshot of DashboardScreenshot of InsightsScreenshot of InsightsScreenshot of ComparisonScreenshot of NotificationScreenshot of Notification _ ReceivedScreenshot of Notification _ CreatedScreenshot of QuestionnaireScreenshot of Questionnaire - CreateScreenshot of ResponsesScreenshot of SettingsScreenshot of Token ManagementScreenshot of User Management

Cisco Webex Experience Management Downloadables

Cisco Webex Experience Management Integrations

Cisco Webex Experience Management Competitors

Cisco Webex Experience Management Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)26%
Mid-Size Companies (51-500 employees)62%
Enterprises (more than 500 employees)12%

Cisco Webex Experience Management Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesGlobal
Supported LanguagesMulti Language Support

Comparisons

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Reviews and Ratings

 (29)

Ratings

Reviews

(1-10 of 10)
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Pramit Sharma | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
As a team lead Cisco Webex Experience Management has really played a major role in creating a virtual cloud space for Communication. Bringing teams together for meetings without having to attend them and also go on with product management and project management in teams. Can also be used in marketing and online campaigns.
  • Creating a good virtual meeting background.
  • Timely notifications and integration with other software.
  • Video conferencing and making faster calls.
  • I have the best experience for the past 2yrs.
Suitable for communication and team engagement. Creating channels and links to join for the intended crowd. Good analytical tool by integrating with other tools for the same. They offer cloud cherry customer support which is very helpful during first trials and installation. Well supported on all systems including a flexible android phone.
Dr. ROOPESH RAO | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
cisco webex experience management helped us in customer handling and support. we were able to engage customers with the help of the application. It creates user friendly experience. The data analytics tool helps in understanding the customer and engage them properly. The positive customer experience will create positive impact for the organization. The help desk also help in solving employee queries and help them engage the customers in a better manner. The AI helps in understanding the customers better and create a customer friendly environment. The real time data of the customers helps the employees solve them in a proper manner thus creating a win win situation for both the parties involved.
  • data analytics
  • customer feedback
  • customer relationship management
  • trend analysis
  • integration with software
  • complex functions can be simplified
  • simplified reports can be generated
Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
Israel Edmond | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Data collaboration tool with a better platform for communication. Enables away in customer service help desk. For any queries on customer care provision, it has been our go-to solution. Better data management even on crucial data and better more on information involving our client's details that are confidential are well reserved.
  • Providing a limitless platform for customer engagement.
  • Reporting on real time basis
  • Planning and notifications as well.
  • Video calls are not so effective.
Reliable for customer engagement. Great video calls though not always clear. It is a platform that is friendly to allow customers to get involved directly with service providers. Allows easy and instant messaging and clear audio calls enhanced. Not expensive just good network connectivity and it is reachable in all places very flexible indeed.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have Cisco Webex Experience Management deployed in all departments and make collaboration easy. With this software, we can hold engaging meetings, enjoy screen sharing sessions, and file sharing is also easy. What makes this software special is definitely the quality of audio and video. We have been using the software for both internal and external communication and collaboration and it has been a great experience.
  • Audio and video quality is amazing.
  • Screen sharing is easy.
  • Very secure connection.
  • Collaboration is made easy.
  • Easy access thanks to different versions available.
  • Compared to competitors, it is expensive
Cisco Webex Experience Management is great for business collaboration and I recommend it.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In our organization, it is used worldwide not only in a particular department or office. When comes to the collaboration of different data in the Cisco Webex Experience Management is very handy and useful. Cisco Webex Experience Management is making the data available in real-time very efficiently, in turn helping clients and [companies] save costs and [get a] better understanding.
  • AI capability
  • Data security
  • Collaboration
  • Cost optimization
  • Small company solution
In today's environment, data collaboration, security, and collaboration [are] of prime importance and Cisco Webex Experience Management provides that capability efficiently.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Cisco helped us [with] great collaboration, The meetings became very effective and engaging. The screen sharing helped [the] team to understand the root cause and fix the issue quickly. All features are super helpful and [make] all meetings fun and productive[.]
  • Effective Screen Sharing[.]
  • Can be accessed across multiple devices seamlessly[.]
  • Security[.]
  • Support system is reachable and resolves issues immediately[.]
  • No break out rooms[.]
  • Expensive relative to other similar products[.]
  • Video call is not effective as Zoom[.]
  • Ask to download client always[.]
Best suited Distributed model to manage meetings need to across globe and its good to have CISCO Webex which gives a feeling of working together Less appropriate If [a] team is [co-located] then [it's] not required[.]
Score 8 out of 10
Vetted Review
Verified User
Review Source
I use the Cisco WebEx platform from time to time. I also use Teams and Zoom also for collaboration purposes including voice video and desktop [sharing] features. The Cisco WebEx experience is good. It provides user-friendly features with good voice quality and good video resolution. It is a little more costly than Zoom but also gets the job done. Overall I am pretty satisfied with the platform
  • Good Voice Quality
  • Good Video Quality
  • Ease of use
  • It is more expensive. The price point could be lowered
  • Would like to see improved integration with other software platforms
  • Maybe just a little more intuitive
Cisco WebEx is well suited for employees that are mobile and also work remotely. It is good for certain industries such as healthcare for telehealth and sales professionals that need to make presentations to many people in different areas all at the same time. Other industries such as manufacturing and blue-collar professionals, may not benefit as well since that workforce most likely works in a physical environment and would have no needs.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use [Cisco Webex Experience Management (formerly Cloudcherry)] both for internal interdepartmental feedback between Sales and Delivery teams. We also implement [Cisco Webex Experience Management] for end customers to help implement Voice of the Customer strategies and assist in bringing the feedback close loop to these enterprises. The business problem it solves is actionable intelligence based on customer feedback across every touchpoint in the journey which otherwise a yearly NPS doesn't quiet tell the whole story.
  • Visual Customer Journey
  • Workflow to build Survey Scripts
  • Ability to plug Surveys seamlessly into Mobile, Web
  • Integrated Reporting including Contact Center
  • Ability to see real time monitoring of a Survey Campaign
  • Campaign Orchestration Engine for Outbound
[Cisco] Webex Experience Management is suited ideally in these places

1. Greenfield Opportunities
2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement

[Cisco] Webex Experience is NOT suited in scenarios where
1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.
No code / Low Code
Easily pluggable to any digital solution
Comprehensive dashboard builder
Predict Revenue based on CSAT and NPS scores
Monitor Customer Journey end to end
Visual Journey Maps
Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have used CloudCherry for years to gather insights from our guests. It is a great tool to measure trends and ways that our business can provide better customer service for our guests. It is easy to use and the tech support provided by CloudCherry is amazing. I would highly recommend it.
  • Easy-to-use.
  • Great way to gather information about guest stays.
We can make our own questions that are geared specifically to our guests with CloiudCherry.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Our organization switched to CloudCherry from another Voice of the Customer vendor in 2017. We primarily use the platform to survey our members, but we also use it to survey our employees. We have found CloudCherry's platform to be easy to use and customizable to our needs. We can create and edit surveys as often as we like and they have been responsive to requests we've made for custom reports or edits to our dashboard. Their pricing has been very fair compared to competitors.
  • They allow us to create surveys based on our current need or projects.
  • Their dashboards are customizable from user to user.
  • They are very responsive to service tickets, but they could be quicker with fixes.
  • They have recently been purchased by Cisco and I feel they could explain the impact this has for their clients a bit more.
In their current state, CloudCherry would be best suited for a small to medium sized organization with at least one very active user. This will allow any issues that do occur to be easily found and escalated to their product team. I am hopeful that their upcoming merge with Cisco will develop their platform even further and their technology, like sentiment analysis, will continue to improve. I have recommended CloudCherry to colleagues in the past and I would comfortably continue to do so.