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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

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Who Buys & Uses Webex Connect

Webex Connect Reviews

What users are saying about Webex Connect.
View all Webex Connect reviews

Pros

  • Smooth integration with various communication channels (email, WhatsApp, SMS)
  • Robust workflow and automation builder for customer journeys
  • Enhanced customer engagement through automated follow-ups and real-time announcements

Cons

  • Inconsistent call quality and reliability, often tied to internet stability
  • Challenging user interface and navigation with limited personalization
  • Complex initial setup and configuration requiring technical skills

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

Good Communication software.

Alexandre Bottollier
Founder and Head of Communications at AurorAlpes (11-50 employees employees)

Use Cases and Deployment Scope

We use Webex Connect to call customers, hold meetings with team members, and use screen sharing and automation. This platform fosters strong customer engagement, allows us to collaborate more seamlessly, and enables us to work together as a team through its multi-channel communication. Webex Connect is very reliable and efficient, and it integrates well with other software.

Pros

  • Low code automation.
  • Screen sharing works well.
  • Integration with other softwares is great.
  • Call quality is good.

Cons

  • Language limitations.
  • Complex setup.

Return on Investment

  • Webex Connect has improved our customer engagement.
  • Reduced manual work.
  • Enhanced collaboration with team.

Usability

Other Software Used

Microsoft Azure, NetSuite ERP

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

Scalable and Enterprise level but not for highly customized projects

Incentivized
Vaibhav Madaan
Flutter Developer in Engineering at Yoctel (11-50 employees employees)

Use Cases and Deployment Scope

We use Webex Connect as the central communication hub for our workflow automation. It manages WhatsApp task notifications and reminders and client status updates. It assists us in automating follow-ups, sending queries to the appropriate teams and sending messages from our backend systems based on events. It helps with issues such as manual messages that takes a long time, communication channels and scalability.

Pros

  • building workflows
  • event based automation
  • drag and drop workflows

Cons

  • Learning Curve can be simpler
  • Better UI UX
  • Pricing

Return on Investment

  • reduced manual follow ups by 60-70%
  • 40% increase in client volume without the need to increase headcount
  • improved overall consistency

Usability

Alternatives Considered

Twilio

Other Software Used

Webex App

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