Review for Webex contact center
Updated February 11, 2025

Review for Webex contact center

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

We resell the Webex CC solution for our customers.
This solution is easy to access and quickly deployable. Customization options cater to a wide variety of customers.

Pros

  • multi channels
  • CRM integration
  • call flow customization

Cons

  • API
  • wbex calling integration (status sync)
  • agent statistcs
  • improve productivity for agent
The addition of Webex Calling provides even more options for agents. Plus integration with Webex Connect brings a wide choice of digital channels and automation
Cisco Webex CC doesn't provide collborative space but can be integrated with webex calling to provide theses functionnalities.
WxCC accelerates contact center solution deployment.

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Webex Contact Center go as expected?

Yes

Would you buy Webex Contact Center again?

Yes

Cisco Finesse, Variphy CDR, UCCX, Cube Reporting & Analytics
The Webex Contact Center enables rapid deployment for the customer and offers a wide range of customization. It is suitable for small businesses that want to quickly deploy a basic contact center, but also for larger ones with more complex needs like multi-channel or CRM integration.

Webex Contact Center Feature Ratings

7.1
Agent dashboard
4
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
3
Warm transfer
8
Interactive voice response
9
REST APIs
8
Call tracking
8
Multichannel integration
7
CRM software integration
7
5.5
Inbound call routing
8
Omnichannel inbound routing
8
Recording
5
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
5
Live reporting
5
Customer surveys
2
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Webex Contact Center

Evaluating Webex Contact Center and Competitors

  • Cloud Solutions
  • Scalability
  • Ease of Use
the ease of use is the most important factor
Ease of use is a big deal for me, but the product also needs the right features. I think it's worth noting that WebEx CC is improving a lot

Comments

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