Item: Webex Contact Center
Rating: 3
Author: Randall Crumm

Use Cases and Deployment Scope

We have a global contact center and span different geographic locations.

Pros and Cons

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.

Return on Investment

So far, we've had no complaints from agents and supervisors.
Not sure how long we will use this product. It seems very immature.

Ease-of-Use

We don’t know about these features. It would be good to have someone explain them to us.

Security

I am still reviewing this product in production. While we have not had production issues, it seems this product is very immature.

Alternatives Considered

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 Review

Overall Satisfaction with Cisco Webex Contact Center

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Ease-of-Use

All-in-one Platform

Security

Alternatives Considered

Likelihood to Recommend

Webex Contact Center Feature Ratings