Item: Webex Contact Center
Rating: 10
Author: Verified User

Overall Satisfaction with Webex Contact Center

Use Cases and Deployment Scope

It's basically to help set up connect centers or omnichannel contact centers for our organization, for the agency. The use of it is pretty much to do IVRs, which is when you call, you get 1, 2, 3 for this or that. That's pretty much the use case. So we've got a lot of different business units that we've set up the call center for.

Pros and Cons

Pros

Compared to predecessor, it's much quicker in function. It doesn't need a lot of expertise in the development area. Like as a web in the development as a programmer, you don't need that much expertise. Very easy, quick to use function, very positive feedback from the application consumer as well. So the contact center managers a lot of reporting options, so it's a lot of pros there.

Cons

I can't think of a real con in this one except for, because it's an evolving product, a lot of research and development going from Cisco within. So I think there's new things that we could otherwise do in a traditional programming interface that are still coming up about, but again, it's just different ways of doing. So overall very happy with the product.

Return on Investment

I think it's still early days, but it's very promising and given some of the automations it can do, I think it'll be a huge ROI on this. Some of the stuff that it can automate improving the self-service features on the call center. Really promising again, early days, but yeah, looking promising.

Usability

A lot of good work is in AI space that we're seeing the day-to-day benefit, like when it comes to Codex or chat bots or just the AI draft. It's good competition with the copilot, the Microsoft copilot. So good rating there. I would say would be nine or 10 out of 10.

AI Features

Very positive impact. A lot of features that we wouldn't have otherwise access or be able to use. So very useful, very meaningful there.

Agent/Employee Experience

We're still new into this, so it's a good feedback is what I can say at this stage. Still evolving, still going through, but looking good, looking promising.

Alternatives Considered

Microsoft 365, Genesys Cloud CX and 8x8 Contact Center

We trialed a fair few starting from anywhere, Microsoft 365 Call Center, the Genesys, 8x8 Contact Center. Some of the on-premise stuff. I think when it comes to the licensing model and just the flexibility of things, WebEx Center was a standout.

Key Insights

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

Likelihood to Recommend

Well suited in a connect center environment where for large connect centers where we want customers to come through variety of channels like the phone, the chat, the WhatsApp, social media, those business units would, that's what we have as well in our organization. So those are some of the business units that would really benefit.

Webex Contact Center Feature Ratings

Comments

Please log in to join the conversation

Webex Contact Center Review