Webex Contact Center, the way to cloudify your Contact Center
February 11, 2025

Webex Contact Center, the way to cloudify your Contact Center

Amit Singh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

We use Webex Contact Center for our IT Service Desk and for Customer Technical Support. This way, we have a single vendor support for all our Contact centers and telephony solutions in the cloud. This makes IT admins life easier.

Pros

  • Flow Orchestration for Admins
  • Tight integration with 3rd party CRM's and Digital channels like SMS, Whatsapp, Facebook Messenger
  • AI Agents for self service

Cons

  • CTI integration
  • We were able to get rid of the on-prem contact center infrastructure
  • VPN less connectivity to the contact center agent desktops and supervisor desktops
  • Webrtc based Agent desktops
Webex Contact Center not only suppresses the noise from the agent phone but also from the customer side so that agent hears the customer perfectly.
We are still on the AI journey to use those awesome features. Although we have already tested those features in our staging. IT is just a matter of when to activate them. The virtual agent is really quick and easy to configure and get started to working in operations.
Workforce now spends more quality time in actual business rather than spending time with CC tools.

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

Webex Contact Center is well suited for Customers who want to move their Contact Center workload into cloud and and would like to integrate their telephony pbx solutions with the Cloud Contact Center. Webex Contact Center integrates well with 3rd party CRM's.

Webex Contact Center Feature Ratings

7.7
Agent dashboard
7
Validate callers
6
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
7
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
8
7.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
7
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Webex Contact Center

  1. Home
  2. Contact Center Software
  3. Webex Contact Center Reviews
  4. User Review of Webex Contact Center