Cloud based solutions for call management
May 10, 2024
Cloud based solutions for call management
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
We use Webex Contact Center for handling our customer call for tech and non tech support process. We were using on-prim Cisco unified call manager, we decided to rebuilt solution in cloud based application. Webex offered us a cloud based Saas solution, which exactly we were looked for. The primary requirement is for handling incoming/outgoing calls.
Pros
- Monitoring the call flow
- Integration of multiple SIP providers
- Call stats
Cons
- Web API
- Use case documentation
- Intergation with other CRM tool
- It's a new solution for us, couldn't much comment on ROI.
It works really well when we perform the call transfer/forwarding between remote agent and customer. Additionally it helped to meet our cloud based solution for call applications.
We had Cisco UCM which is on prim and we replaced it with Webex Contact Center SaaS solution.
The E2E encryptions is impressive in Webex Contact Center. Messaging function in multi participants meeting is great, we can send individual or group messages in application.
- Genesys and Zoho Connect
It's an application where you can perform calls and chat as well. Additionally, support availability and admin control for the support staff.
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
Comments
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