There is a new sheriff in town!
Updated May 21, 2021

There is a new sheriff in town!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Overall Satisfaction with Cisco Webex Contact Center

As a Cisco Partner, we have used for years now Cisco Contact Center Express (on premise solution) for our own internal needs and also resell it to our customers. But since the launch of the All-new Webex Contact Center last year, there is more and more hype on this product. Our business still runs on UCCX but we constantly use Webex Contact Center in our lab for testing purpose and demo to our customers.
  • Aggressive and effective roadmap.
  • Webex Calling and Webex Contact Center integration.
  • Solid and very complete omnichannel capabilities.
  • Included call recording (1 month).
  • No Data Center in Canada yet (April 2021).
  • Relatively new product.
  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
The more simplified workflow provided by Cisco Webex Contact Center is certainly the new Flow Designer. It provides a clear view of the call flows in a very user-friendly (vs UCCX for example), drag and drop interface to manage flows. No needs of scripting skills now: features like estimated wait time (EWT) or position in Queue (PIQ) are built-in and available in the flow.
We use on a daily basis :
- Webex Meetings
- Webex Calling
- Webex Teams (or Webex app/Messaging)
- webex devices (Room kits and Webex Board)
- Cisco IP Phones and Headsets
All Cisco Collaboration products are heavily integrated and really easy to manage from one single pane of glass, the Webex Control Hub.
Just like any other Cisco product, security is the main focus. We don't have to add or figure out any specific security products on top of their solutions because security is built-in at Cisco. And again, everything is easily managed in Control Hub.
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).

Webex Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
10
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