Webex Connect is a multi-channel platform to meet customer needs
May 07, 2025

Webex Connect is a multi-channel platform to meet customer needs

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

Overall Satisfaction with Webex Connect

Webex Connect is useful for us to bring some new functions to our Customer Service. We already have voice IVR do answer voice calls and now with Webex Connect is possible to bring the menu and informations to other media (WhatsApp and Chat) and it help our customers to solve their problems without make calls us.

Pros

  • A good Omnichannel with (Social Media, Chat, E-mail)
  • Chatbot that bring the answers to our customers
  • Flow Builder with Cards that are interconnected

Cons

  • Integrations could bring some challenge
  • Analytics reports in not easy to use
  • The flow builder in the Webex Connect is different from the Flow of the Webex Contact Center and it can make some confusion
  • Customers are more satisfied
  • Agility to Post Sales requests
  • Cost Reduction because we answer less voice calls
  • Reports can be improved
It is a very good tool to our specific needs. Flow Builder with Cards that can help us to make the magic. I think that Cisco represents a very good company and they are very strong in their jobs. Every software have ways to improve and I think that they are making their improvements based in our reports.
Webex is the tool for the ominichannel and it integrates very well with others Cisco products in the portfolio. It is a evolution of the Cisco Unified Contact Center that we used for log years. Now it bring to us new options to solve customer needs and is secure and have a very good support from Cisco.

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

Cisco Unified Communications Manager (Call Manager), Cisco Unified Contact Center, Webex Calling, Webex Meetings
Our main use of Webex Connect is for Customer Support with seft service Flow that are based in our Delivered Services to our Customers. The Whatsapp is the most used message tool and bring the relevant information to the customer over a chatbot is a very good advantage and bring quality to our Post Sales acitivities.

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