Webex Contact Center review
February 11, 2025

Webex Contact Center review

Mohamed Youssef | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex Contact Center

We are using it as testing the new cloud contact center solutions after using UCCE on prem . The challenges we faced for Webex Contact Center is the limitations of some features which we are currently relying on in UCCE so we are currently addresing and checking the possibility of using other cloud based CCAAS solutions which can achieve what are we looking for.

Pros

  • Accessibility
  • Ease of use
  • Unified platform
  • Stability

Cons

  • Scalability
  • Feature rich
  • Cost
These features are really helpful especially the noise related one and also the new Webex Contact Center related features. I think there are still room of improvements in terms of the features as we can see that there are a big gap between the ucee and Webex Contact Center. Looking forward for the new release which will support AI.
Our main industry is based on hospitality so understanding the customers need and help them to have a better CX will help us to expand our branding and having a better customer experience. This will be a huge impact for our industry. Not only our customers but also our employees.
WFM is not important as a part of Webex Contact Center as we have a dedicated WFM tool which is Teleopti.

Do you think Webex Contact Center delivers good value for the price?

Yes

Are you happy with Webex Contact Center's feature set?

No

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

Cisco Unified Contact Center, Cisco Webex DX80 (discontinued), Sitejabber
It is less appropriate for the big contact center solutions which handles many different departments with many different rules and to handle a very complex routing decisions for utilizing the agents perfectly. I can see some room for improvement as well if they can support WebRTC. And also to reduce the cost and the license combination.

Webex Contact Center Feature Ratings

5.8
Agent dashboard
5
Validate callers
5
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
6
Predictive dialing
6
Interactive voice response
6
REST APIs
6
Call scripts
6
Call tracking
6
Multichannel integration
6
7.0
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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