Webex Contact Center should be a full experience.
November 10, 2023
Webex Contact Center should be a full experience.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
Webex Contact Center is used for our service desk to field inbound calls for our internal teams. The product replaced IP Communicator for our organization to better assist our company and to integrate with programs like Service Now as well as any other API integration that we felt would help excel how the business is supported.
- Ease Of Use
- Ability to Group Service Desk Users In To Teams
- Supervisory Dashboards
- Onboarding
- Faster Agent Support Times So Decreased Time On Calls
- More One Call Resolutions
Noise suppression has decreased the distractions from cross-talk, and the technology for note-taking and transcription has made feedback easier. With that ability, we can help coach better to create a greater user experience moving forward.
We use the entire Webex suite, so we have taken time to use each product and found ways to incorporate it all. For this particular scenario, Webex messaging and Webex Calling is also in use. That gives our agents the ability to follow up with their customers to ensure there is nothing further that needs to be done to support them.
With Webex Contact Center being cloud-hosted, we feel confident that our connections are secure. It's as simple for us to just make the calls, start the meetings and do business as we need to without the worry that we are at risk.
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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