Webex Contact Center Review
Updated July 08, 2024

Webex Contact Center Review

Melroy D'Souza | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex Contact Center

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

  • 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 uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.

Cons

  • 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.
  • 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.
The potential is really high however the technical requirements take a bit of time to actually implement. It's a bit painful but we understand there's going to be a lot of awesome things once implemented.

As mentioned before, at least we feel supported by Cisco and our technical partner to get us to that point!
We have not yet implemented these features. We hope to do so in about 2-3 months' time!
It's been really helpful to have WxCC implemented because we have better scalability in enabling our workforce to properly answer calls and roster agents accordingly for our Call Center. It still has a few rough edges but we feel they can be worked around! Making sure you set it up properly at the start is critical to success!
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.
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.

It's a really good collaborative tool but the UX of the Windows WebEx App leaves a lot to be desired. Especially in multi-monitor setups.

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

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 Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
6
Interactive voice response
9
REST APIs
9
Call scripts
8
Call tracking
6
CRM software integration
8
Inbound call routing
8
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
7
Customer interaction analytics
8

Using Webex Contact Center

ProsCons
Like to use
Easy to use
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
Not well integrated
Inconsistent
  • Receiving and making calls
  • Inter-agent interactions such as transferring calls
  • Call Recordings
  • Actual real-time reporting
  • Agents randomly getting stuck
  • Random outages caused by bad deployment/change management from Cisco's end.

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