Skip to main content
TrustRadius
Webex Contact Center

Webex Contact Center

Overview

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.

Read more

Learn from top reviewers

Webex Contact Center a great add-on to Webex Calling for complex call flows.

Rating: 8 out of 10
April 27, 2025
IncentivizedVetted ReviewVerified User
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 sugg...
Continue reading
Jeremy Shupick
Administrator - Information Technology
Network Administrator Sr.
Wyoming Machinery Company
Webex Contact Center1 year of experience
Verified on LinkedIn

Webex Contact Center

Rating: 8 out of 10
April 18, 2025
Vetted Review
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.
Continue reading
Verified user
Team Lead
Webex Contact Center3 years of experience

Webex Contact Center leads the customer service industry

Rating: 8 out of 10
March 15, 2025
IncentivizedVetted Review
We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by...
Continue reading
Mike Martinez
Account Manager - Sales
KEY ACCOUNT MANAGER- Sales and Marketing
CIBERC
Webex Contact Center1 year of experience

Webex Contact Center, the way to cloudify your Contact Center

Rating: 9 out of 10
February 11, 2025
IncentivizedVetted Review
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 sol...
Continue reading
Amit Singh
Professional - Professional Services
Solution Engineer
Logicalis GmbH
Webex Contact Center4 years of experience

Webex Contact Center review

Rating: 6 out of 10
February 11, 2025
IncentivizedVetted ReviewVerified User
We are using it as testing the new cloud contact center solutions after using UCCE on prem . The challenges we faced for Webex Contact Center is the limitations of some featur...
Continue reading
Mohamed Youssef
Administrator - Information Technology
Senior Voice Engineer
Booking.com
Webex Contact Center3 years of experience
Log in with LinkedIn to see content from your network

How Webex Contact Center Differs From Its Competitors

Ease-of-Use

AI-enabled innovations such as automatic noise suppression, real-time transcription, note-taking, and personalization. Due to all these features it's very easy for users to connect with our customers. And no need to make any personal notes and typing all things in the meetings. Very helpful for …
Continue reading

All-in-one Platform

Cisco Webex meeting where we can easily arrange and make meetings with internally and with customers also. This feature is very cool. We can start the meeting in a just one click. Cisco Webex Teams is very nice and useful application for chat, call and meetings. Video calling is best option here.
Continue reading

Security

Due to Webex Contact Center we don't need to think about interoperability, security, participant management, host settings, all has been taken care by Webex Contact Center. We can get all applications and features on single window and securely we can access all those applications. It's best for …
Continue reading

AI Features

Artificial Intellingence has become one of the vest tools on every day basis, it also provides the ability to create, innovate and manage our contact center and creates a great solution to our management team. It has help us increase our efficiency and improve our customer experience to the most …
Continue reading

Agent/Employee Experience

Webex contact center has so many features that I don’t think we ever come to a time where we use them all, but the ones we use, are great tools for management and really help us measure and understand our staff, the way they work and the quality of their attention. Our workforce is one of the most …
Continue reading

Ease-of-Use

Noise suppression is one of the best things we use, since it really helps with the customer interaction and avoid the uncomfortable experience of listening to other agents speaking in the background during other calls. Real time Transcription is really helpful because it helps us save time.
Continue reading

All-in-one Platform

Webex Messaging and Webex Meetings make definitely a perfect complement to the collaboration across the office and every task we share with other departments, including the integration of the recording tool, which we use in our cloud service to store our most important customers interactions.
Continue reading

Security

In my opinion, regarding the departments I interact the most (customer success practice, help desk, sales), it really helps to fulfill our needs, and provides a sense of secure interaction and doesn't require much from a third party solution, which makes our campaigns very fast to deploy.
Continue reading

AI Features

We are still on the AI journey to use those awesome features. Although we have already tested those features in our staging. IT is just a matter of when to activate them. The virtual agent is really quick and easy to configure and get started to working in operations.
Continue reading

Ease-of-Use

1) Noise suppression works very well for our agents. Far less complaints about a customer's handset or background noise.
2) Real time transcription is a big timesaver and we are able to move this transcription into our CRM which is very beneficial to our org.
3) AI Virtual Agent is very handy for …
Continue reading

All-in-one Platform

We have combined Webex Contact Center with Webex Calling. This was we were able to get up and running in record time since WebEx was already well established within our organisation. User experience is similar for admins, agents and supervisors and they are able to use the same headsets across the …
Continue reading

Security

Webex Contact Center exceeds our specifications for security. The platform is fully HIPPA compliant and data is encrypted at rest and in transit. The platform also supports Single Sign On and Active Directory Synchronisation which means that login and password relatated issues are kept to an …
Continue reading

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Video Reviews

3 videos

View Playlist
Webex Contact Center Review
06:25
Webex Contact Center Review
13:47
Webex Contact Center Review
05:23
Return to navigation

Pricing

View all pricing
Webex Contact Center

Webex Contact Center

N/A
Unavailable

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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.webex.com/contact-us…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

27 people also want pricing

Alternatives Pricing

Broadvoice | GoContact

Broadvoice | GoContact

$10
per month per seat
What is Broadvoice | GoContact?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

GoTo Connect

GoTo Connect

$27
per month per user
What is GoTo Connect?

GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.

Return to navigation

Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.1
Avg 8.2
Return to navigation

Product Details

What is Webex Contact Center?

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice - whether that is voice, text, email, or social messaging, and ensures that agents have context and intelligence across the entire customer journey.

Webex Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view

Webex Contact Center Video

Every customer journey should end with a solution

Webex Contact Center Competitors

Webex Contact Center Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Webex Contact Center Downloadables

Frequently Asked Questions

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.

Talkdesk, Genesys Cloud CX, and 8x8 Contact Center are common alternatives for Webex Contact Center.

Reviewers rate Agent dashboard highest, with a score of 9.

The most common users of Webex Contact Center are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 6)

Best ROI on Webex Contact Center

Rating: 10 out of 10
Incentivized
May 10, 2024
CK
CHANDRAKANT KALSHETTY
Business Success Manager
BT (Information Technology & Services, 1001-5000 employees)
Vetted Review
Verified User
Webex Contact Center
4 years of experience
Use Cases and Deployment Scope
We need a Cloud solution, so we moved to the Webex Contact Center. And Webex Contact Center is very nice product to use, it's single pane of glass. All the features we can use from single window only. Integration with third party tools or applications is very easy. And whatever we use, we pay for that only. That's the best thing due to Webex Contact Center.
Pros
  • Whatever we use, we have to pay for that only.
  • All the features and applications are on single window, single pane of glass.
  • Integration with third party tools or application is very easy.
Cons
  • Need easy access to Email, chat and SMS.
  • Webex Desktop Screen should be more interesting to see.
  • License part should be more easy to understand for common user.
Likelihood to Recommend
Webex Contact Center is a very nice product to use; it's a single pane of glass. Especially we can use this application from anywhere any place of the world provided we just need internet connection. That's the best thing for Webex Contact Center. We can communicate with caller by call, chat, email, SMS, Whatsapp and FB.

True Digital Engagement Experience

Rating: 9 out of 10
Incentivized
May 27, 2024
Verified User
Employee in Engineering
Telecommunications Company, 10,001+ employees
Vetted Review
Reseller
Webex Contact Center
3 years of experience
Use Cases and Deployment Scope
We had an old CCX platform that did not match our needs in terms of Omnichannel capabilities. The challenge was to have a true digital engagement platform for our customers. So, deploying Webex Contact Center platform was a game changer for us. This platform allows the true digital experience by integration voice, email, chat, SMS and social media into on single user view for quicker responses.
Pros
  • Digital Channels
  • Artificial Intelligence
  • Customer Journey
Cons
  • Pricing structure for digital channels
  • Integration for third party voice recording
  • Native Campaign Manager
Likelihood to Recommend
Well Suite: True Digital Channel experience where the customer wants to empower the agents to engage on different media at the same time.

Less Appropriate: Outbound Dialer with a Campaign Manager. The solution is not quite ready for this type of scenario, need to improve it by adding a native solution to perform it.

Webex Contact Center in nonregulatory country

Rating: 10 out of 10
Incentivized
February 11, 2023
NS
Neeraj Suriyal
Lead contact center engineer
Orange business services (Information Technology & Services, 10,001+ employees)
Vetted Review
Verified User
Webex Contact Center
2 years of experience
Use Cases and Deployment Scope
Issue with the countries where regulatory issue like India,China and Costa Rica.<br><br>Also want to know when contact center services will be available for such location
Pros
  • Integration with social media
  • Bots integration
  • Integration with third party Telephony
  • Customer support
Cons
  • Expand the services in all regions where other cloud based solutions already serving
  • Supervisor desktop
  • Script real-time view like in ucce
Likelihood to Recommend
Customer journey is the key feature which cisco trying to do best

Webex Contact Center leads the customer service industry

Rating: 8 out of 10
Incentivized
March 15, 2025
Use Cases and Deployment Scope
We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.
Pros
  • Call Management and track
  • Personalized interactions with our customers
  • Smart Reporting
Cons
  • Integration to Social media
  • Administration interface could be more friendly
  • Improve Capabilities regarding user sentiment feature
Likelihood to Recommend
Since we use Webex Contact Center and Genesys Cloud Contact Center solution as well, we have compared both, and Genesys seems to be more user friendly on the administration interface, as well as some features.

Webex Contact Center, the way to cloudify your Contact Center

Rating: 9 out of 10
Incentivized
February 11, 2025
AS
Amit Singh
Solution Engineer
Logicalis GmbH (Information Technology & Services, 5001-10,000 employees)
Vetted Review
Reseller
Webex Contact Center
4 years of experience
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.
Pros
  • Flow Orchestration for Admins
  • Tight integration with 3rd party CRM's and Digital channels like SMS, Whatsapp, Facebook Messenger
  • AI Agents for self service
Cons
  • CTI integration
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.
Return to navigation