True Digital Engagement Experience
May 27, 2024

True Digital Engagement Experience

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

Overall Satisfaction with Webex Contact Center

We had an old CCX platform that did not match our needs in terms of Omnichannel capabilities. The challenge was to have a true digital engagement platform for our customers. So, deploying Webex Contact Center platform was a game changer for us. This platform allows the true digital experience by integration voice, email, chat, SMS and social media into on single user view for quicker responses.

Pros

  • Digital Channels
  • Artificial Intelligence
  • Customer Journey

Cons

  • Pricing structure for digital channels
  • Integration for third party voice recording
  • Native Campaign Manager
  • Concurrent Model
  • Overage Model
  • Pay as you go (digital channel)
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
Digital Channels
Real time reports

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

Well Suite: True Digital Channel experience where the customer wants to empower the agents to engage on different media at the same time.

Less Appropriate: Outbound Dialer with a Campaign Manager. The solution is not quite ready for this type of scenario, need to improve it by adding a native solution to perform it.

Webex Contact Center Feature Ratings

8.6
Agent dashboard
10
Validate callers
10
Outbound response
6
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
5
Interactive voice response
7
REST APIs
10
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
10
7.8
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
7
Historical reporting
5
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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