Cloud-based Contact Center with Capacity and Features
August 07, 2020

Cloud-based Contact Center with Capacity and Features

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Webex Contact Center

We are currently evaluating the Cisco Webex Contact Center as a platform to migrate from our on-premise solution. This provides a true cloud option for us. We plan to use this for all the departments at our company. This mainly aligns with the company's goal to move critical services to the cloud with higher availability.
  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
  • WebRTC option to answer call right out of the browser is a sought after option.
  • Hybrid model with on-prem contact center with more reporting options
  • CTI integration for granular control of call with Cisco Webex Teams Client
  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
We have been using the following Cisco Solution on-premise as well as cloud options: Cisco CUCM, Unity Connection, Contact Center Express, Cisco WebEx Meeting, Cisco TMS, Cisco Expressways, Cisco Jabber, Cisco Hybrid Expressways for VPN less registration for Cisco Jabber and Cisco IP Phones, Cisco VCS for all B2B calls, Cisco Webex Room Kit series.
We use Cisco Webex for various collaboration requirements such as meetings, events, support, and training. Our video units (Cisco Webex Room kit devices and SX/MX/DX devices) are cloud registered, providing easier management of these devices as well as a simple single interface to check on the call statistics as well as troubleshooting. With Webex Contact Center, this management becomes easier, since all of this is built into the Cisco Control Hub, as a single-pane dashboard.
Cisco Webex Contact Center has the edge over the on-prem services with the option to scale to a higher number of agents and greater PSTN trunk capacity, which takes longer time to ramp up on-prem, and with the existing Webex solutions for meetings, users are pretty happy with the features and all of this is available on a single dashboard for the administrators to view, manage, and troubleshoot, which makes the selection process easier, instead of choosing multiple vendors for PSTN trunks, Call Control, and ACD.
Cisco Webex Contact Center being a cloud option resolves the infrastructure required to have a dedicated VPN solution for agents to connect and log in to resources, carrier equipment for PSTN outbound calls/customer inbound calls, hardware, and software maintenance. Provides an easier solution for current COVID-19 conditions for agents to work remotely, just utilizing home internet and phone.

Cisco Webex Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call scripts
8
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10