Webex Connect A Strong Omnichannel Platform Built for Enterprise Scale
April 26, 2025

Webex Connect A Strong Omnichannel Platform Built for Enterprise Scale

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex Connect

We started to use Webex Connect internally to address the Frequent Asked Question for the users in the company. Our goal is to reduce the tickets and the calls to solved the most commom problems and with Webex Connect is possible to create Bots and specific flows that solve this using the Whatsapp plaftorm to receive the requests.

Pros

  • Bot to execute aswers with functions to address diferent scenarios
  • Ability to integrate with Apis to bring information to the users
  • Connectivity With variety of Channels (Whatsapp, Facebook, E-mail, etc).

Cons

  • The Reports in the Analytics can be improved to have more option and customizations
  • The Flow is different from the Webex Contact Center and I think that it is more hard to implement
  • Integrations with Third Party APis is challenging
  • Our Customers sometimes calls to common questions and it was solved over a BOT automation
  • Reduce the number of agents required work simultaneously
  • Digital Channels are today more used then compared with traditional telephony calls
We used the Flow to connect with our APIs and to collect info based in the request from the users. After the deployment it was very useful and help our daily tasks. Agents also have no problem to use Agent Deskop that have a display a list of the digital interations in the left side.
Twilio work for us, but we need more multi-channel orchestration. With Webex Connect it is possible with our a lot of development of code. In my experience I think the Twilio will need more experience engineers to configure our scenario and to solve our problems with diferent digital channels (Whatsapp, Facebook and Email).

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

Yes

Are you happy with Webex Connect's feature set?

Yes

Did Webex Connect live up to sales and marketing promises?

Yes

Did implementation of Webex Connect go as expected?

Yes

Would you buy Webex Connect again?

Yes

As we need today to used more digital Channels, Webex Connect is the tool that bring the most used channels to user internally with our employes and also to improve our Customer Service. It have strong features solve common questions of our users with Bot in our digital channels and also solve E-mails Queues. If more complex features are required, I think that is not a good option.

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