Webex Contact Center

Score8.7 out of 10

135 Reviews and Ratings

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.

Categories & Use Cases

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Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.5
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.6

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.2
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6

Leonardo Silva

Network Engineer in Professional Services at Logicalis (201-500 employees employees)

Use Cases and Deployment Scope

As a cloud-based solution, WxCC is a great choice for those looking to move from an outdated on-premises solution to a new, fast-paced, secure, and scalable cloud solution. Within our organization, we have moved from a complex structure involving Call Manager, Contact Center Express, Expressways, IP phones, and jabbers clients to a centralized administration hub and WxCC desktop web-based clients. The transition was smooth as we expected, and the adoption was seamless.

Pros

Cloud based Contact Center solution with many integrations possibilities.
Agents could use IP phones, web-based clients, and third-party SIP/CTI clients to connect with the WxCC and answer calls from the IVR.
The reports from Analyzer dashboard are extremely useful.

Cons

For those who work with programmability and API parsing, sometimes it can be challenging.
The Analyzer dashboard needs improvement, the UI works but is hard to navigate.
Troubleshooting aplications erros from CH is almost impossible, there is no place to insert the error code to try to understand the error message.

Return on Investment

Scalability, security and high availability.
Saving costs from managing local infrastructure, aka servers, routers, IP phones, cables, etc.
API integrations with others web-based applications.

Usability

Alternatives Considered

Webex Calling, Webex Events (formerly Socio), Webex Meetings and Webex Connect

Other Software Used

Webex App, Webex Connect, Webex Calling

Lalit Goel View profile

Deputy Manager in Information Technology at TV Today Network Limited (501-1000 employees employees)

Use Cases and Deployment Scope

Webex Contact Center helps us to improve customer support operations Single channel for (voice, email, chat, social) in one agent interface.

Reduced wait times by using AI and skills-based routing to connect customers to the right agent faster.

Real‑time dashboards and analytics for monitoring performance and service quality. Scalability & cost optimization.

Pros

For Compliance perspective: Provides call recording, AI-based QA, sentiment analysis, and supervisor tools for analysis
Integration with CRM tool.
Workforce optimization through performance monitoring, tranings, and AI assistance.

Cons

More featured analysis report to analyze deployed work force for assessment.
Better use of API and automation
Limited customization needed for complex workflows or specific business requirements.
Few features are complex to understand.

Return on Investment

Cost is high, so lacking ROI
Somewhat it meets some objectives.

Usability

Alternatives Considered

Cisco Catalyst Switches

Other Software Used

Canva, DeepSeek, Tungsten Express

Verified User

Consultant in Engineering (51-200 employees employees)

Use Cases and Deployment Scope

I've been doing Cisco Contact Center for many years. What WebEx Contact Center brings is a lot more API integrations a lot more ability to interact with a lot of other products. It also brings in digital channels for our customers, whether that's chat, whether that is of course voice, whether that is SMS, text messages, and stuff like that. The interaction and the ability to do multiple digital channels is really nice. From a cloud-based system or contact center solution, you can bring all those in emails. I guess another emails, digital channels coming in. So all of those are ability that one agent could be taking multiple of those things at one time. That's the really nice thing that WebEx Contact Center can bring that my previous experience in UCCX had limitations of what it can do.

Pros

The digital channels is one of those. I definitely think the digital channels stands out as a unique product. From a contact center agent standpoint, that when you've got customers, maybe retail customers or that stuff, it's a great fit for that. For anybody who really trying to deal with customers.

Cons

With the WebEx contact center cloud-based system, it really has no way right now to manage on-prem phones. I mean, it's now starting to get where we can get present status in the cloud-based phones where it can monitor so that, say for instance, an agent picks up their phone or goes, makes an outbound call just directly out without using the WebEx contact center app, it wouldn't know about that agent making that call. So technically they could receive another call coming in from the queue, which is a limitation, right? Now your agent's already talking and I've got another inbound call coming to me. We have an environment for customers that say it's a doctor's office and the gal that's taking the checkouts is also the one that's answering phones in the queue. Well, she may be working with somebody, she may make an outbound call to say, "Hey, you've got an appointment coming up," but while that's there, now you've got an inbound call coming from the queue. She has to manually go change her status. That presence status is being updated. I understand that that's kind of a work in progress in the product, but that's a limitation of that.
Same goes with reporting, right? If that outbound user picks up the phone and makes an outbound call, it's not going to get reported on unless we have some tie into those systems. And I know other cloud-based contact centers have the same challenges and I think Web RTC might be the solution for that, right? Using a web browser as your audio and mic and that stuff. But that's some of the challenges.

Return on Investment

For the customers I've gone through it it's been a big impact. I mean, I would say a big impact. It's been a little bit of an impact for them. I think as we continue to grow the products for them, I think that will be a bigger impact.

Usability

Verified User

Team Lead in Professional Services (10,001+ employees employees)

Use Cases and Deployment Scope

We are a Cisco partner and we sell Webex Contact Center to our customers. We migrate customers from on premise ucce to Webex Contact Center.

Pros

Roadmap
Reporting
Self service

Cons

Features
Wxconnext integration
Tac support

Return on Investment

Saves IVR time by 10%
Saves AHT by 15%

Usability

Alternatives Considered

Five9 and Genesys Cloud CX

Other Software Used

Microsoft Teams, Genesys Cloud CX, Five9

Verified User

Technician in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We are a Webex Contact Center partner

Pros

Route calls to agents
AI
Reporting

Cons

Live Reporting
AI Agent

Return on Investment

No hardware to manage
Less downtime
Flexibility and ease of use

Usability

8x8 Contact Center

Genesys Cloud CX

Talkdesk

Webex Contact Center

What is Webex Contact Center?

Categories & Use Cases

Media

Key Features

Top Performing Features

Agent dashboard

Call forwarding

Validate callers

Areas for Improvement

Customer interaction analytics

Outbound response

Predictive dialing

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