Item: Webex Contact Center
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are Cisco Partners and we provide consulting services to my end customer. It addresses a ready-to-go solution in contact center space.

Pros and Cons

Agent Desktop
Reporting has improved
Reaching support

Contact Flows
Reporting needs to be made more user friendly

Return on Investment

Setup cost has come down
Down time has decreased substantially

Ease-of-Use

Emergency changes can be implemented and tested swiftly.

Alternatives Considered

Genesys Cloud CX (formerly Genesys Cloud), Amazon Connect and NICE CXone (formerly NICE inContact)

From a contact flow design platform perspective, we can work on areas like integration to be specific. For example, I was trying to capture variable information in a chatbot hosted on Google CCAI. It was a little complex since usually there is no involvement of contact flow, as routing logic is totally dependent on routing strategy, and for capturing variable information like the name of the customer is entered while initiating the chat. It seems it will be improved when IMI integration is completed for tenants.

Webex Contact Center Review

Overall Satisfaction with Webex Contact Center

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Ease-of-Use

All-in-one Platform

Security

Alternatives Considered

Key Insights

Do you think Webex Contact Center delivers good value for the price?

Are you happy with Webex Contact Center's feature set?

Did Webex Contact Center live up to sales and marketing promises?

Did implementation of Webex Contact Center go as expected?

Would you buy Webex Contact Center again?

Likelihood to Recommend

Webex Contact Center Feature Ratings