Item: Webex App
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Jabber for inter-agency communications and certain agencies also use its soft phone capacity with call manager. Agencies use chat room functionality to communicate quickly and effectively internally, but it is also is used for agencies to quickly reach out to other supporting agencies. It is a great assistance when there are telephony issues and you cannot reliably communicate with the enterprise phone systems.

Pros and Cons

Handling ad-hoc group conversions with adding and removing users.
Handling notifications for multiple concurrent conversations.
Integration for notifications with enterprise Cisco telephony solutions (CUCM, unity).

Reliability of the backend Postgres SQL DB. It needs to be rebuilt frequently during maintenance.
Consistent feature sets through revisions.
Stability. We frequently have issues with users appearing offline to other users at no action of their own that require manual intervention.

Return on Investment

Jabber allows quick conversations with call center agents without interrupting their current work. This allows us to quickly notify users of adjacent outages that may be impacting customers

Alternatives Considered

Lync

I would say that Jabber and Lync have comparable functionality, but Jabber's group conversations seem more structured and behave consistently.

Other Software Used

Atlassian Confluence, Genesys PureConnect, Windows Server

Likelihood to Recommend

Jabber is a fantastic chat solution if you are using it in conjunction with an enterprise Cisco phone system. If configured appropriately, it can provide entry for the mobile app so your workers can easily stay connected on the go. It provides an easy interface for access to voicemail, recent calls and recent contacts if tied to a Cisco phone. Jabber would likely lag behind other chat providers if you were using other telephony platforms. I would not recommend it without the presence of an enterprise Cisco telephony platform.

Cisco Jabber as an inter-agency communication platform

Overall Satisfaction with Cisco Jabber