Item: Webex Contact Center
Rating: 8
Author: Melroy D'Souza

Use Cases and Deployment Scope

So we operate Australia's highest-rated call center and our selling point is that we have this call center on shore in Australia. We needed a flexible platform to allow us to combine multiple department call centers into one big gigantic call center. And Cisco was a great partner, has already been an existing partner of ours, so we leveraged your solutions to help us out.

Pros and Cons

Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.

The biggest room for improvement with this product that prevents it from being like a 10 out of 10 in my book is reporting. So I can't with any degree of confidence talk about the timeframes for when a call starts or finishes versus what it's reported as. So there could be a discrepancy of anywhere from half an hour to one hour from the real call versus the reported call.

Return on Investment

We are yet to realize the full business benefits, even though we went with Cisco about nine months ago, and that's only because we're still in the launch phase, we're still getting new features, and we need to get that reporting fixed. I can't honestly answer that because we haven't realized all the benefits yet.

All-in-one Platform

So we do use Cisco Webex, which is great, but we've only integrated with Cisco Webex. It is our company-wide meeting tools communication platform. And well, at least in terms of meetings, it is the tool we use. It integrates really well with Webex Contact Center, but I can't honestly say we use them simultaneously. They each have their use cases that are quite separate from each other, but we are integrated, so that's all we use at this point.

Security

Same reasons as before. The functionality is great, but I need to be able to report on it because I can't set objectives for the company if I can't report on it. So reporting is a big no-no for me.

Key Insights

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

Not sure

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

Likelihood to Recommend

I think it's well suited for companies that have a social media presence in addition to call center because I know the application allows you to use multiple sources of communication with your customers. I think it wouldn't work very well at the moment with remote staff in a call center only because of the reporting issue I talked about before. I've had to triage situations where calls were made but we have no record of it or even if the calls were made, we can't find them or they're misreported. So it's ideal for people that you can manage in the office.

Webex Contact Center Review

Overall Satisfaction with Webex Contact Center