Webex Contact Center
Updated April 18, 2025

Webex Contact Center

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

We are a Cisco partner and we sell Webex Contact Center to our customers. We migrate customers from on premise ucce to Webex Contact Center.

Pros

  • Roadmap
  • Reporting
  • Self service

Cons

  • Features
  • Wxconnext integration
  • Tac support
  • Saves IVR time by 10%
  • Saves AHT by 15%
The AI features are very good and clearly it's an item Cisco is investing a lot of time in to make it better. This means that there's room for improvement still for some of these features. Cisco are actively encouraging partners to test out features and provide feedback, and I have noticed most of the things we've been suggesting have been incorporated in future releases. This makes the experience very valuable, especially since some of the feedback is directly from customers or customer use-cases. I'm really positive about the future and I can't wait to see where the product is going.
So far, we have only demonstrated this to customers, and we have not been deploying it, but that's mainly because these features have only been generally available for a couple of weeks. The responses to our demos have been really positive and it's very easy to show how these features can improve the overall customer experience, reduce agent handle time and so on.
We have not rolled this feature out to any of our customers yet, but for example, on the agent wellbeing, I'm really curious to see how this impacts the agent's experience and their general feeling about using the tool. Cisco's case studies have shown impressive results when using this, so I'm keen to see the results for our customers. It's a shame these are so difficult to demonstrate as I think it's a very powerful feature albeit perhaps a bit hard to sell.
I think in general, they're all great products, I can't really say one is better than the other. I think building flows is somewhat easier in Webex Contact Center compared to the other two. Webex Contact Center was lacking some advanced features mainly in the AI and agent experience arena but Cisco have made major leaps in the last year. It's honestly very impressive so I'm curious to see where the products go in the next couple of years.

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

When customers want public cloud and fast feature releases this is perfect. Complex UCCE migrations however are more challenging. I like the AI road map.

Webex Contact Center Feature Ratings

8.3
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
6
CRM software integration
7
7.6
Inbound call routing
7
Omnichannel inbound routing
6
Recording
7
Quality management
7
Call analytics
8
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Webex Contact Center

100 - We run our own service desk from this platform and we have a few more internal customers who also use Webex Contact Center to route customer calls. Combined, this is around 100 agents, but we also deploy this to other external customers, so the total agent count is obviously a lot higher.
80 - This is a mixture between design, architecture, flow designers, product experts, product managers and support personnel. I've excluded sales specialists in this number as these are part of the wider organisation. Some people play a double role and have one or two functions in the team. We also have a few people looking at innovations.
  • Growth
  • Customer service
  • AI
  • AI enablement
  • Continuous improvement
  • User experience
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.

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