Great solution
Overall Satisfaction with Webex Contact Center
While we don’t use Webex Contact Center in my division, we sell it to customers as it add value to our clients and their customers. This is in context for customer experience, service and support areas. The Webex Contact Center is of crucial importance to our customers as it is their interface to their customers.
Pros
- Customer contact
- Case routing
- Knowledge base
Cons
- Providing a single pane of glass of customer information
- Workforce management
- Shift management
- Increase customer satisfaction
- Reduce callbacks
- Predictive dialing
Yes, it has impacted my organization. The intelligent routing feature helps as it is intuitive and easy to use and manage. The self service features and agent transcription helps agents without the need to take additional call notes after the call freeing more time for the agent to focus on clients.
It has impacted the workforce by maximising the efficiency and time for the agent on the call with the customer as the transcription notes helps with the call summary. The time saved makes it pleasant for the agent as well as there is less administration for the agent to think of and focus on solving the clients problem.
The Webex Contact Center is somewhat on par with the feature set provided by Genesis Cloud. These are enterprise grade business solutions and provides rich end to end features. The Cisco solution works very in well within native Cisco environments and with the Cisco ecosystem. The AI and language translation features are better with the Cisco solution.
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
Comments
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