Item: Cisco Webex Experience Management (discontinued)
Rating: 7
Author: Dr. ROOPESH RAO

Use Cases and Deployment Scope

cisco webex experience management helped us in customer handling and support. we were able to engage customers with the help of the application. It creates user friendly experience. The data analytics tool helps in understanding the customer and engage them properly. The positive customer experience will create positive impact for the organization. The help desk also help in solving employee queries and help them engage the customers in a better manner. The AI helps in understanding the customers better and create a customer friendly environment. The real time data of the customers helps the employees solve them in a proper manner thus creating a win win situation for both the parties involved.

Pros and Cons

data analytics
customer feedback
customer relationship management
trend analysis

integration with software
complex functions can be simplified
simplified reports can be generated

Most Important Features

net promoter score
customer satisfaction
customer effort score
like widget
dislike widget

Return on Investment

higher customer involvement
good customer relationship management
live customer feedback tracking
time series analysis

Alternatives Considered

Zoho CRM, Google Analytics and Tally

Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly and yearly pattern of customers. The direct interaction with customer is possible only in this application. Being a cloud based application it is also easy to manage.The platform creates a wonderful interaction between various stake holders which helps in long run.

Key Insights

Do you think Cisco Webex Experience Management (discontinued) delivers good value for the price?

Yes

Are you happy with Cisco Webex Experience Management (discontinued)'s feature set?

Yes

Did Cisco Webex Experience Management (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Webex Experience Management (discontinued) go as expected?

Yes

Would you buy Cisco Webex Experience Management (discontinued) again?

Yes

Other Software Used

Zoom, Google Analytics, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business

Cisco Webex Experience Management excellent tool for overall managements of Business

Overall Satisfaction with Cisco Webex Experience Management