Item: Webex App
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Cisco Jabber was the softphone integration used as part of our WFOQM system. During the pandemic, many industries were tasked with moving their entire call centers remote, and without it being practical to deploy hard phones to each agent, the jabber client became a go-to deployment strategy for keeping agents online.

Pros and Cons

Integration versatility
Ease of use
Scalable
Multi-platform support

UI modernization
Teams integration
Video support

Return on Investment

Cost effective
Eliminates technical debt
Lightweight and scalable

Alternatives Considered

Avaya Cloud Office, Next Caller VeriCall and from Pindrop

Cisco Jabber is a modern replacement for legacy softphone dialers like IP Communicator. Most agents enjoy using it because of its streamlined UI and the capability to install mobile versions of the app that allow them to step away from their desks and still be able to place and receive calls.

Key Insights

Do you think Webex App delivers good value for the price?

Yes

Are you happy with Webex App's feature set?

Yes

Did Webex App live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex App go as expected?

Yes

Would you buy Webex App again?

Yes

Other Software Used

Calabrio ONE, 8x8 Contact Center, NICE Adaptive WFO

Likelihood to Recommend

Jabber is best suited for teams needing a robust softphone with little backend support. Both teams large and small can benefit from jabber. It's a Cisco product and so networking is built right in and it plays extremely well with contact centers and mobile agent deployments. Jabber is not as appropriate for teams smaller than 25

No Fuss Softphone for the modern call center

Overall Satisfaction with Cisco Jabber