Webex Contact Center

Score8.2 out of 10

150 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

Media

Screenshot of View of Analyzer - Dark Mode

Screenshot of Contact Center in Control Hub view

1 / 4

Screenshot of Agent desktop view

Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.8
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9

CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.3
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6

Most Frequent Users

Top 3 industries using Webex Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

16.4%

79 installations of 482

#2 most frequent

Information

14.7%

71 installations of 482

“the virtual agent and self-service are features that need more planning and testing before rollout in the production environment.”
— Network Engineer, Logicalis

#3 most frequent

Health Care and Social Assistance

10.8%

52 installations of 482

Pros

Unifies diverse communication channels into a single agent interface
Robust reporting and analytics capabilities via Analyzer dashboard
Comprehensive digital engagement options for omnichannel experiences

Cons

Reporting and analysis tools require more robustness and user-friendliness
API utilization and automation could benefit from better programmability and examples
User interface, including Analyzer and Digital Flow designer, is not consistently intuitive

Jacqueline Aessa

CSS in Engineering at Butcher and Suter (201-500 employees)

Use Cases and Deployment Scope

It is a great product, however it will be great if there is a CTI connection between Calling and contact center. Also integration between other product, it will be awesome if there is better documentations that guide customer on how to set it up. also better reporting that is customizable so our needs

Pros

Great TAC support
improving product at a faster pace
advertising components that are coming out and prepping customer for it.

Cons

improve and update documentation
vidcast complete recording that can guide engineers to do better work

Return on Investment

it is very clear and granular as options and routing calls
increase the size of flow so we don't need to have many flows

Usability

Alternatives Considered

Cisco Unified Contact Center

Other Software Used

Webex Calling, Webex Connect, Webex App

Varshini Vundra

AI research developer in Engineering at connx inc (51-200 employees)

Use Cases and Deployment Scope

In our organization, we are use Webex Contact Center for our customers, migrating centrix ssystem with new Webex Contact Center

Pros

agent performance
control hub
flow designer

Cons

AI agent
analytics
real time insights

Return on Investment

The impact Webex Contact Center has on our organization's overall business objectives is incresed public secotr customers
Another impact Webex Contact Center has on our organization's overall business objectives is tac support created issues
A third impact Webex Contact Center has on our organization's overall business objectives is reseller issues

Usability

Alternatives Considered

11:11 Public Cloud

Other Software Used

Webex Calling

Verified User

Engineer in Sales (10,001+ employees)

Use Cases and Deployment Scope

We use Webex Contact Center in our orgnization to Demo the full CX functionality that greatly complements Cisco Webex Calling. All cases are different but we love to propose to potential clients with CX licenses 25+ and into the midmarket space. Also, in some cases, we have presented it to clients as a standalone CX solution.

Pros

Easy to use
Scalable
Flexible
Reliable
Integrated well with the Cisco Webex Suite

Cons

Better integration to other UCaaS solutions
Workforce Optimization is something that needs to be worked on
Custom Reports

Return on Investment

Return on Investment
Customer's are familiar with Cisco applications and hardware so comfortable with the vendor
Only Negative impact is for customer who on-prem option

Usability

Alternatives Considered

Five9

Other Software Used

Five9, Genesys Cloud CX, NICE CXone Mpower, Verint CX Automation

Verified User

Employee in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

So we use Webex Contact Center for both patient-facing and employee-facing. We have around 15 to 20 contact centers, where some of them are for employee resources and others for patients. It spans from employees calling for IT support to patients calling their after-hours support. So it's a complete employee and patient-facing use cases. Obviously, the way the Webex Contact Center desktop is designed has a lot of integrations. We can do a lot of customizations we can do. We can bring in workflows inside the desktop. And also, especially in the world of AI, the way it has been transformed into Webex agents with MCPs, A2As has been a big win for us because we can automate a lot of stuff.

Cons

Webex Contact Center fits well when the group of users or agents is larger, but sometimes there are use cases where we might need to use Webex Calling, while still having the features of the Webex Contact Center. Currently, I've been seeing a little shift of features that have been getting rolled out from contact centers to calling. The bridges are becoming closer and closer every day, but it would be great to see the same feature sets in Webex Contact Center and Calling.

Return on Investment

We have more of everything towards Webex contacts and our cloud. We can streamline every contact center. We're able to build fast, and we are able to develop quickly. Then the development cycles have been shortened by using Webex Contact Center for us.

Usability

Other Software Used

Snowflake

Verified User

Engineer in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

We are using Webex Contact Center to serve our customers in a highly complex technology segment. The scope of the solution is to provide a mix of high flexibility to modify call flows and high scalability. The open APIs of the Webex Contact Center solution helped us standardize the solution to minimize configuration within the system. The number of out-of-the-box connectors helped to integrate the solution fast into our additional IT systems to support our customers.

Pros

Open APIs.
Continuous Improvement.
Scalability.

Cons

Some more flexibility regarding customization for agent desktop.
Some more flexibility regarding customization for the supervisor's desktop.

Return on Investment

Increased customer satisfaction.
Agents have faster access to important customer data.
Reduced operational costs.

Usability

Alternatives Considered

Webex App

8x8 Contact Center

Genesys Cloud CX

Talkdesk

Webex Contact Center

What is Webex Contact Center?

Categories & Use Cases

Media