Cisco Webex Contact Center Review
August 12, 2020

Cisco Webex Contact Center Review

Randall Crumm | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Webex Contact Center

We have a global contact center and span different geographic locations.
  • Installation was very difficult.
  • I am reluctant to bring another department on board.
  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
  • So far, we've had no complaints from agents and supervisors.
  • Not sure how long we will use this product. It seems very immature.
We don’t know about these features. It would be good to have someone explain them to us.
We have not combined the products
I am still reviewing this product in production. While we have not had production issues, it seems this product is very immature.
  • Five9
Hindsight is 20/20, and I think we should have probably gone to Five9.
This product is really not ready for SMB let alone enterprise. You can’t even get a report to tell you how many concurrent licenses you are using, and you get billed if you go over in a 15-minute period. If an administrator is assigned to one site, you cannot change it. Partners have to go to Cisco for certain script steps.

Cisco Webex Contact Center Feature Ratings

Agent dashboard
3
Validate callers
9
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
4
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
3
Call tracking
4
Multichannel integration
3
CRM software integration
4
Inbound call routing
Not Rated
Omnichannel inbound routing
7
Recording
2
Quality management
Not Rated
Call analytics
3
Historical reporting
4
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated