Webex Contact Center Reviews and Ratings

Use Cases and Deployment Scope

We have several contact center customers, both internal and external business. Our contact centers are inbound and have both onsite as well as remote agents. Customers range from shared services support to Network Operations center to external government services support. Several centers are 24 x 7 365 with various shifts. We utilize soft phones and desk phones.

Likelihood to Recommend

Webex Contact Center provides the features and services to support our diverse clients. It is relatively easy to manage and maintain and the consolidated Webex control hub is so much easier to administer for support vs the many components in UCCE which had ICM, peripheral gateway, IPIVR, loggers, routers, etc. The Webex scripting is much easier to use as well

Use Cases and Deployment Scope

In our organization, We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel

Likelihood to Recommend

I am likely to tell a colleague that I think Webex Contact Center is Well Suited for most contact center voice deployments

Use Cases and Deployment Scope

Webex Contact Center is essential for getting all calls, managing callers, and giving them the best experience, whether while on hold or guiding them through the process of getting any information from a CRM without the need to reach an agent. Many times we have a flow setup where when caller reaches an agent, the agent already have the callers information from SF or any Database. With the new supervisor desktop, supervisors manage their agents from one single platform and control the queues and teams from a single panel. Reporting is a great tool that assist in troubleshooting for admins, or just getting an overview for managers to make business decisions. Webex Contact Center also utilize Connect which involve social channels and chatting, which makes reaching to an agent and get the information needed very fast and easy.

Likelihood to Recommend

Basically, Webex Contact Center is great with all types of businesses, whether it is a health institution or a bank institution. It is very secure and easy to setup.

Use Cases and Deployment Scope

We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night. I gave it an eight because it can be very complex to set up the call flows and you may struggle unless you have help.

Likelihood to Recommend

It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.

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.

Likelihood to Recommend

Cisco Webex Contact Center is best suited in any Cisco Unified Communications or UCaaS environments as the migration is very easy and minimal training would be needed. This is best for clients who need to spin up a Contact Center solution in a short time frame but do not need a vast complex need for analytics or WFM/WFO.

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.

Likelihood to Recommend

When customers want public cloud and fast feature releases this is perfect. Complex UCCE migrations however are more challenging. I like the AI road map.

Use Cases and Deployment Scope

We use Webex Contact Center for our customer service. We have some service numbers that customers call and contact us. Webex Contact Center helps us redirect requests correctly and provides tools to monitor what is happening in real time and also provides historical data for all the IVRs, Menus and Agent Performances.

Likelihood to Recommend

I think that is a very good advantage is for a company that already is

using Cisco Webex Calling and Webex Meetings and wants to upgrade its

customer service operations with a cloud-based contact center Webex Contact Center.

For companies that have smass size, it could be not appropriate because

of the complexity and price.

Use Cases and Deployment Scope

While we don’t use Webex Contact Center in my division, we sell it to customers as it add value to our clients and their customers. This is in context for customer experience, service and support areas. The Webex Contact Center is of crucial importance to our customers as it is their interface to their customers.

Likelihood to Recommend

The Webex Contact Center is well suited for CX and environments for enterprises. It provides all the features from omni channel through to case management and history. The AI prompts and features are good and will benefit the agents in terms of handling customer cases. The feedback and close loop for the cases works very well.

Use Cases and Deployment Scope

Use case: need to attend calls for our end users using orange telecom services

Problems: product allows us to connect with our customers to resolve there queries and help improve our business. Scope: we have around 45000 agents who answer millions of calls per year to resolve customer issues.

Likelihood to Recommend

It's simple to configure, manage, and apply. The TAC support is awesome compared to other contact center vendors.

Use Cases and Deployment Scope

We use Webex Contact Center for our IT Service Desk and for Customer Technical Support. This way, we have a single vendor support for all our Contact centers and telephony solutions in the cloud. This makes IT admins life easier.

Likelihood to Recommend

Webex Contact Center is well suited for Customers who want to move their Contact Center workload into cloud and and would like to integrate their telephony pbx solutions with the Cloud Contact Center. Webex Contact Center integrates well with 3rd party CRM's.