Webex Contact Center Dissection
March 28, 2024
Webex Contact Center Dissection
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
Monitoring adherence and gathering information on the work tendencies of staff. It allows us to get detailed insight and information regarding their current status at work in an easily digestible way. Allowing us to manage out staff with relative ease compared to the old methods. The product is very customizable to suit our needs and allows up to develop new processes as we see fit.
- Adherence Statistics
- Call Monitoring
- Customer Statistics
- Functionality customization
- Hard to find some statistics
- Optimization
- Insight into customer queue stats allows us to further improve in this area
- Allows us to see how we can improve staff adherence
- Saves time in finding ways to improve the way we approach certain areas of the business
Noise suppression has been used to actively combat a problem with the phone system that would generate a loud screech sound. Noise suppression was used to stop this sound before it caused injury. Being able to personally my own POD to see the employees that are on my specific shift time has allowed me to manage with a lot more efficiency.
The company uses Calabrio for its rostering system and this working in tandem with Webex Contact Center has been beneficial in creating an effective managing system and lighter workload through the automation each service provides. Calabrio allows us to easily let our employees monitor and adjust shifts without the need for manual intervention.
It allows us a lot more freedom and time due to the accessible nature of the data we need as managers. Gives me the freedom to support my team with the help of the insights provided by the Webex Contact Center platform. The time saved by gathering certain data is valuable and allows me to focus on other areas.
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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?
I wasn't involved with the implementation phase
Would you buy Webex Contact Center again?
Yes