Item: Webex Contact Center
Rating: 9
Author: Verified User

Overall Satisfaction with Webex Contact Center

Use Cases and Deployment Scope

We are in the process of migrating our on-prem customers towards the cloud and the first customer has been migrated successfully to the Webex Contact Center. Currently, our product team is having a difficult time continuing our customers to choose the Webex Contact Center route due to the difference in features and the difficult migration process.

Pros and Cons

Pros

WebRTC
Management portal
API possibilities

Cons

The migration process to Webex Contact Center, no tools available
Other vendors have an option built in to pull relevant call detail information, including signaling for troubleshooting
Visibility of monitoring for partners using API

Return on Investment

Better expected stability
Happier customers, which should lead to contract renewals and more customers

Ease-of-Use

It is a great advantage for customers to be able to use these features out of the box without having to do any integration as you would need in UCCE.

All-in-one Platform

Our customers will be using Webex Calling when migrating with Webex Contact Center, but this has not yet delivered. Currently, we only have a Webex Contact Center customer integrating with Call Manager which works very well in the same way it does with UCCE.

Security

Having Webex Meetings in the same Webex suite together with the Calling and Contact Center seems very beneficial as it would be using the same network architecture, which would be a plus from a security and troubleshooting perspective.

Alternatives Considered

Cisco Unified Contact Center

Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Webex Contact Center go as expected?

Would you buy Webex Contact Center again?

Yes

Other Software Used

Webex Calling, Cisco Unified Contact Center

Likelihood to Recommend

Customers can get a great contact experience when using the full webex suite and managing all feature from a single portal. They will benefit greatly by using WebRTC for their agents in stead of Jabber and can easily integrate voicebots into their customer service.

Webex Contact Center Feature Ratings

Comments

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Webex Contact Center - Cloud Solutions