Item: Webex Contact Center
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We sell and customise the Webex CC to fulfill our customer's needs. We serve a variety of businesses like health care, insurance or chemical companies where not only call volume is the challenge, but also quality. We need to be create flexible call flows that allow the contact center for adjusting to different events like temporary closures or rerouting.

Pros and Cons

Multi channel integration
Pleasing User interface (agent & supervisor)
Clear reporting dashboards

Unified administration (but we know it will be better in future)
Call flow / script editors are ok but not fancy

Key Insights

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?

Yes

Did implementation of Webex Contact Center go as expected?

Yes

Would you buy Webex Contact Center again?

Yes

Other Software Used

Salesforce CMS, Microsoft Dynamics 365

Likelihood to Recommend

For smaller CCs with a static demands or CCs that are new in the business we absolutely see an improvement that we can bring. For existing customers with a history in UCCE we see challenges to deliver Webex as a full replacement.

A well grown child with high potential for the future.

Overall Satisfaction with Webex Contact Center