Webex Connect an easy solutions for digital channels
July 24, 2024

Webex Connect an easy solutions for digital channels

Jaime Gomes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Connect

Our company provides support services to customers who have maintenance contracts. Communication needed to be modernized to meet new contractual requirements, part of this modernization involves service with digital channels. WhatsApp is a mandatory customer service channel to provide 24x7 support services. Webex Connect was an excellent tool that allowed us to integrate new digital channels into the same existing service flow without needing to replace the call center platform.

Pros

  • Unique Broker for META communication
  • SMS and MMS channels
  • Flow Builder for easy and quick deployment

Cons

  • Pricing Model is too complex
  • More enterprise CRM connectors ready to be deployed
  • Bundle of committed transactions per month
  • Digital Channels capabilities
  • End to End Orchestration
  • Lack of cost predictability
Easy to construct a Flow end to end where you just drag and drop icons to make the nodes working together. Webex Connect has a lot of documentations available at Cisco's Web Site where the IT department can seek for self-instructed help. The platform is intuitive and offers flexibility to build different use cases.
Webex Connect has a great ecosystem integration with other cloud solutions such as Contact Center. It's a handy common use to connect those platforms working together.

Do you think Webex Connect delivers good value for the price?

No

Are you happy with Webex Connect's feature set?

Yes

Did Webex Connect live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex Connect go as expected?

I wasn't involved with the implementation phase

Would you buy Webex Connect again?

Yes

Webex Connect is an incredible solution for those who are looking for a single platform to integrate many digital channels by drag and drop icons in flow builder. It is based on "low code no code" concept. Do not need to be an expert to setup a basic connection and make it go live in minutes. But the commercial model is way to complex to understand and lack of predictability, it is a point need to be improved to better planing monthly costs.

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