Webex Contact Center the new top performer
Updated April 16, 2024

Webex Contact Center the new top performer

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

Overall Satisfaction with Webex Contact Center

I am a partner, so I build deploy design and configure Webex Contact Center systems for customers. So far using the Webex Contact Center system has been fantastic, but it is still missing key features from on premise solutions such as UCCE and UCCX. I do wish there was a better integration with Webex Calling, but I know that that is coming soon. I also wish for a tool or tools to migrate from on premise to cloud solutions. The Webex Contact Center system is fantastic in scalability and ease of configuration, but it also lacks some key configurable pieces. The solution of analytics is something to get used to especially coming from Web view and unified intelligence center, but things are looking very promising.

Pros

  • Simple contact center solutions
  • Ease of deployment and speed of deployment
  • Single pain of glass for users, supervisors, and administrators

Cons

  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
  • Reduced CapEx spend
  • Agents able to work from remote without travel costs
  • Reduce Corp network bandwidth requirements
  • Increase coverage and ability to cover shifts.
My organization has not benefited for many of these and I have not deployed. Any contact center solutions with the AI enhancements yet.
So far the only integrations have been Webex Calling and Webex Contact Center using Webex App for chat and messaging integration.
Webex Contact Center meets all my needs for security and is very easy to provide remove and perform all our back and credit operations for users in regards to security.
  • Five9
Have not performed any Five9 deployments so I am not 100% sure how they differ but the Webex Contact Center solution is very robust and well thawed out.

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

A Webex Contact Center solution would be more than enough for 90% of all contact center systems out there. Most do not perform any complex tasks And most do not need half of the features that are available for on premise solutions. If your contact center system is larger than 5000 agents or you have complex custom CVP applications and routing you may want to hold off on jumping to Webex Contact Center just for now as things get more robust and built out.

Webex Contact Center Feature Ratings

8.1
Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
9
Call scripts
8
Call tracking
6
Multichannel integration
10
CRM software integration
6
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Webex Contact Center

12 - Our managed services group is represented and able to take calls from customers and resolve issues.
2 - We have 2 certified WxCC Experts on hand who help maintain and deploy WxCC.
  • Ease of routing
  • Fast deployment of new agents
  • Ability to test and validate call routing without effecting production groups.

Comments

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