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Webex Connect

Score8.7 out of 10

47 Reviews and Ratings

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What is Webex Connect?

Webex Connect is an enterprise Communications Platform as a Service (CPaaS) that enables rapid automation of multi-channel customer journeys. The platform makes it easy for businesses to interact with their customers anywhere in the world on any channel -- SMS, Voice, RCS, Push, In-app, Email, Apple Business Chat, Facebook Messenger, WhatsApp, and other messaging apps, Webex Connect automates orchestration of these interactions with backend systems. A visual drag-&-drop builder allows the user to build and launch flows that work across channels and systems. With its low-code tool-set and high-performance run-time engine, Webex Connect enables developers, product managers and architects to accelerate their digital transformation projects.

Categories & Use Cases

Most Frequent Users

Top 3 industries using Webex Connect.
Based on HG Insights installation data
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#1 most frequent

Information

21.4%

6 installations of 28

#2 most frequent

Finance and Insurance

17.9%

5 installations of 28

#3 most frequent

Professional, Scientific, and Technical Services

14.3%

4 installations of 28

Reviews

What users are saying about Webex Connect.
View all reviews

My Webex connect experience.

Incentivized
Marco Sacchi
Community Outreach Officer at Service International dAppui au Dveloppement - SIAD (11-50 employees employees)

Use Cases and Deployment Scope

Webex Connect is the best for collaboration. As a community outreach officer, Webex Connect allows me to plan events online through video calls, give feedback on specific questions via SMS and WhatsApp, share announcements easily, and receive real-time alerts about events we have planned, all in one place.

Pros

  • Chat UI is easy to use.
  • Built in automation.
  • Smooth implementation and setup.
  • Easy to communicate with my team and community members.

Cons

  • Video and audio qualities drops in poor internet connection areas.
  • Takes time to learn.

Return on Investment

  • Webex Connect has saved us time by allowing us to communicate and plan events through video meetings.
  • Low code automation which has saved us time.

Usability

Alternatives Considered

Microsoft Teams

Other Software Used

Twilio, BambooHR®, Wrike

A flexible communication Platform as a service tool.

Dallaire warui
Property Agent at Le Bon Agent (51-200 employees employees)

Use Cases and Deployment Scope

I am a property agent in the real estate industry. Webex Connect is an important tool in our daily activities because it helps us with lead management, appointment scheduling, marketing our available properties, and communicating with clients across different parts of the world. The software allows multichannel communication and messaging. It also helps automate our customer journeys and offers unlimited customization and integration options.

Pros

  • Smooth integration of the software with other communication channels such as emails, WhatsApp, and SMS.
  • The quality of sound during calls is superb.
  • Flexibility of the software in terms of pricing and customization.

Cons

  • Webex Connect has language limitations as it supports only English.
  • The quality of video and voice calls varies depending on internet stability.

Return on Investment

  • Webex Connect has enabled us to automate customer follow-ups via email and SMS reminders.
  • The software has enabled us to schedule property viewings at different locations, depending on the customer's flexibility and preferences.
  • The use of Webex Connect has enabled us to send our available properties for sale to our target clients and investors.

Usability

Other Software Used

Miro, Webex Webinars, SAP Sales Cloud

Boosting Customer Engagement With Webex Connect

Boniface Tchouenkam
Customer Experience Manager in Customer Service at EED Sarl (51-200 employees employees)

Use Cases and Deployment Scope

We've Webex Connect deployed in the customer service department and the tool has been very helpful when it comes to bettering customer engagement. It is a single interface that manages customer-business communications across multiple channels including WhatsApp, SMS, Facebook Messenger, Voice, and Apple Messages for Business. With this unification of communication, we have realized a seamless customer experience. In addition, Webex Connect has been very helpful when it comes to creating and personalizing customer journeys while the AI powered chatbots makes it possible for customer to run queries and get answers.

Pros

  • It supports omnichannel communications.
  • It offers AI and conversational capabilities.
  • The visual flow builder works perfectly and it makes building customer journeys easy.
  • With Webex Connect, customer engagement is easy.
  • We have improved customer service with the tool in place.
  • Integration is easy. With integrated Webex Connect with Salesforce.

Cons

  • Voice calls quality is highly affected by internet quality.
  • Some times incoming calls fail to ring. This needs to be fixed.

Return on Investment

  • We have been able to better customer engagement.
  • With better customer service comes high retention and brand trust.
  • Mapping and customizing customer journey is easy with Webex Connect in place.

Usability

Other Software Used

Webex Meetings, Google Forms, Adobe Customer Journey Analytics

My experience with Webex Connect as a broadcast producer.

Incentivized
Sabine Wangui
Broadcast Producer at La Luna Productions (11-50 employees employees)

Use Cases and Deployment Scope

We use Webex Connect in our media and production industry for interactive audience engagement via live question and answer sessions, host live meetings with our teams on the ground and engage with our listeners in reserch and metrics and promote our new shows through creation and sharing of short videos. Webex Connect is fully programmable and does well when it comes to communication management and feedback collection.

Pros

  • The software ensures high speed API calls and integrates well third party applications.
  • Video call and audio quality of the software is superb.
  • Availability of professional customer support services providers and effective encryption capabilities.

Cons

  • Software configuration is difficult and requires some sort of skills.
  • Analytics and reporting should be made better especially in sms engagement.

Return on Investment

  • Webex Connect has enabled us to notify our subscribers about live coverages through instant messaging.
  • The software has made it possible for us to reach our audiences wherever they are without struggle.
  • Introduction of the software in our organisation has played great role in pre production planning such as real-time sharing of updates and sending of reminders.

Usability

Other Software Used

Webex Calling, AVS Video Editor, DocuSign

All-in-One Communication Made Easy But Setup Can Be Complex

Incentivized
Shakti Singh ChouhanView profile
Senior Software Engineering Manager - II in Information Technology at Amazon (10,001+ employees employees)

Use Cases and Deployment Scope

Webex Connect have been able to help us to streamline and automate customer communications across different channels such as WhatsApp, SMS, email and voice and that is all from a single unified platform. It also helped us to eliminate the need to manage our multiple communication tools which helped us saving time and reducing errors. Apart from that the flow builder and APIs, which we have used to easily design personalized and automate our workflows and improved customer engagement, faster response times, and overall operational efficiency. And also helped us in a very good communication channel .

Pros

  • Integration with multiple channels
  • Automation capabilities
  • Strong API support
  • Intelligent customer engagement workflows

Cons

  • integrating multiple third-party applications
  • The initial setup and configuration can be a bit complex for new users
  • The documentation could be more detailed for advanced automation use cases, and sometimes the response time for support queries feels slower during peak hours.

Return on Investment

  • Wait time reduced by 35%
  • The customer dropping rate decreased by 29%
  • Agent efficiency increased by 70 %

Usability

Alternatives Considered

Zoom Contact Center

Other Software Used

Webex Calling, ArcDrive, Atlassian Jira

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