Webex Contact Center A Comprehensive Review
March 26, 2025

Webex Contact Center A Comprehensive Review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex Contact Center

We use Webex Contact Center for our customer service. We have some service numbers that customers call and contact us. Webex Contact Center helps us redirect requests correctly and provides tools to monitor what is happening in real time and also provides historical data for all the IVRs, Menus and Agent Performances.

Pros

  • Omnichannel - With Voice, Chat, E-mail, Whatsapp, etc.
  • Advanced Call Routing and Queuing - Skill Based Routing
  • Agent Desktop and supervisor Monitoring Tools
  • Self Serivice Flows to automation functions

Cons

  • Reporting and Analitcs Gaps
  • Call Recording with more options
  • Integrations with easer way to check the functionality
  • Large enterprises using Cisco ecosystem looking to reduce OpEx and improve efficiency.
  • Personalized customer interactions make 10% to 30% more sales
  • Complexity of the Reporting the need to be customized
Webex Contact Center scores well on usability it have modern user interface and strong omnichannel support. But challenges are present in the complexity to setup advanced integrations, some limitations in reporting and recording. But the platform is under constant evolution and it will receive future updates that can bring the score more closer to 10.
The virtal agent is a very good option to solve our Frequently Asked Questions (FAQs). A virtual agent is configured with all informations and intructions that if could have to our specific job. So this impacted the services, because when a customer use it for the first time, they wan no know more about it.
We are able to work with more efficent way and bring more customer satisfation. We enhanced the remote job, because we can control and check the statitcs to confirm that everithing is running well. The agents have schedule to work in the company and also remote, and when they are remote we do not have agent perfomance down.
Due to the Cisco Ecosystem Integration we have migration step to transitioning from legacy Cisco contact center solutions (UCCX and this process was more easier to make with the Webex Contact Center. It is a Scalable Cloud Solution that help with the features that it have to better answer our customer questions.

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?

I wasn't involved with the selection/purchase process

Did implementation of Webex Contact Center go as expected?

Yes

Would you buy Webex Contact Center again?

Yes

I think that is a very good advantage is for a company that already is
using Cisco Webex Calling and Webex Meetings and wants to upgrade its
customer service operations with a cloud-based contact center Webex Contact Center.
For companies that have smass size, it could be not appropriate because
of the complexity and price.

Webex Contact Center Feature Ratings

9.1
Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
7
8.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
7
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
7
Live reporting
7
Customer surveys
8
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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