Webex Contact Center: The Journey to the top
March 25, 2024
Webex Contact Center: The Journey to the top
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
Webex Contact Center is primarily used to help callers find answers to their questions. That is only one part of the equation. The other part is also to help the agents complete their work efficiently and less stressfully. Webex Contact Center helps bridge the 2 together. It also provides a helpful interface for administrations and supervisors to manage the call center easily.
It introduces a plethora of features to call centers. It also increases the number of communication channels that agents can interface with customers. Through easily deployable digital channels.
To wrap it all up, it also has the Webex Analyzer which provides detailed reporting and visualizations so you can easily detect trends in your call center. Also, 30 days free recording which I don't think is available with peer providers.
It introduces a plethora of features to call centers. It also increases the number of communication channels that agents can interface with customers. Through easily deployable digital channels.
To wrap it all up, it also has the Webex Analyzer which provides detailed reporting and visualizations so you can easily detect trends in your call center. Also, 30 days free recording which I don't think is available with peer providers.
- Multiple of options to integrate PSTN Lines
- Administration of the Call Center
- Developing new features rapidly and reacting to customer needs
- Line awareness of On Prem Phone
- Ability for Supervisors to Call In and update variables instead of using GUI
- Live reporting to include more data
- More documentation
- Better certification
- Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
- Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
- Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
The noise suppression was a great addition, especially in call centers with crowded agents. Even though they were using headphones, the noise suppression provided clear communication between agents and callers.
Webex Calling and Meeting is a great addition to the Webex Suite. Having the Meeting and Calling all using one application simplifies things. It's also great for agents when they use the same application to receive queue calls on and meet and text with their colleagues. It simplifies the workload of downloading multiple apps or setting up desk phones.
It eases a lot of configuration and troubleshooting time.
It adds a lot of benefits of having a packaged solution that just works when you deploy it.
It adds a lot of benefits of having a packaged solution that just works when you deploy it.
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