All in one CX solution
Updated November 20, 2024

All in one CX solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

The solution allowed me to improve customer experience with my customers. Customers customer to self-service via digital channels and resolve interactions. If the call or interactions requires a human engagement, the solution routes intelligently to the right agent to handle the interaction. The Call Recording component provides me the ability to adhere to our compliance

Pros

  • Ease to use
  • All Cloud base
  • Leading solution
  • Can do end to end

Cons

  • WebRTC
  • Proactive alert - if there are issues with the solution
  • SaaS consumption model
  • Ease of deployment
  • Speed to Market on our initiatives
It is important when taking to customers that we have the noise suppression to maximise the customer experience. The Real-time transcription / Note taking reduces our Average Handle Time as the agent does not need to type up the interaction after the call/chat has been completed. It is a great solution.
We have seen this on the roadmap and love the concepts. We are not ready yet to use all these functions so it is difficult to say how this would impact the business. I can see the potential on how these can change our agent and customer experience. Looking forward to the enhance functions when we are ready to use them.
The agents enjoy using the solution, it has a slick interface, easy to use. With our CRM integration, the agents have the information hand when working it through with the customer. The dashboards provides the information need to operate the contact centre. Reporting has been great as well allowing us to measure our performance.
We have seen this on the roadmap and love the concepts. We are not ready
yet to use all these functions so it is difficult to say how this would
impact the business. I can see the potential on how these can change
our agent and customer experience. Looking forward to the enhance
functions when we are ready to use them.
We only use Cisco Webex Contact Center. There is a view to assess the other Cisco solution, which would provide us with an end-to-end collaboration suite. This is a future strategy that we are assessing, but we can see the benefit of having a fully integrated solution from Calling to Meeting.
Secure by design, ease of use

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

Great leading CX solution to get the customer to the right agent. It has the ability to provide services via the digital channels. It is a full suite from ACD/Digital channels to also have Workforce Optimisation within the solution set. I love the roadmap of introducing AI into the solution.

Webex Contact Center Feature Ratings

8.6
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
9
8.6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Webex Contact Center and Competitors

Yes - We were using an old Cisco on-prem solution that was reach end of support. It was time to migrate to cloud so we can utilise other modules that is usually cost prohibitive with an on-prem solution.
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
Cloud base solution to allow us to have remote agents working at different sites and working from home.
Being able to trial the solution first.

Comments

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