Webex Contact Center

Score8.9 out of 10

143 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

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Screenshot of Agent desktop view

Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 0
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 0
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 0

Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 0
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: 0
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 0

#1 most frequent

Information

17.6%

53 installations of 301

“Saving costs from managing local infrastructure, aka servers, routers, IP phones, cables, etc.”
— Network Engineer, Logicalis (201-500 employees)

#2 most frequent

Professional, Scientific, and Technical Services

15.9%

48 installations of 301

#3 most frequent

Finance and Insurance

13.0%

39 installations of 301

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As a cloud-based solution, WxCC is a great choice for those looking to move from an outdated on-premises solution to a new, fast-paced, secure, and scalable cloud solution.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

Jacqueline Aessa

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

Use Cases and Deployment Scope

we are use it 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

incresed public secotr customers
tac support created issues
reseller issues

Usability

Alternatives Considered

11:11 Public Cloud

Other Software Used

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

Employee in Information Technology (10,001+ employees 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

8x8 Contact Center

Genesys Cloud CX

Talkdesk

Webex Contact Center

What is Webex Contact Center?

Categories & Use Cases

Media