Cisco makes Moves in CX
April 15, 2025

Cisco makes Moves in CX

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

We use Webex Contact Center in our orgnization to Demo the full CX functionality that greatly complements Cisco Webex Calling. All cases are different but we love to propose to potential clients with CX licenses 25+ and into the midmarket space. Also, in some cases, we have presented it to clients as a standalone CX solution.

Pros

  • Easy to use
  • Scalable
  • Flexible
  • Reliable
  • Integrated well with the Cisco Webex Suite

Cons

  • Better integration to other UCaaS solutions
  • Workforce Optimization is something that needs to be worked on
  • Custom Reports
  • Return on Investment
  • Customer's are familiar with Cisco applications and hardware so comfortable with the vendor
  • Only Negative impact is for customer who on-prem option
I have used only a few of the artificial intelligence enabled features in Webex Contact Center. I believe Cisco is on the right path but as this is a new item in their portfolio, it will take a little time for them to catch up to industry leaders in CCaaS such as Five0 or Genesys.
Intelligent routing is a key AI feature that has been well received by our clients. Again, AI still can be a little clunky at times, but for smaller, less complex CX environments, the AI features are definitely a great addition to complement live agents. As in the case of all virtual agents, work is needed.
Contact Center features built in on Webex Contact Center really helps in making the life of an agent better. Usually very tedious requests can be handled by AI which can really assist in being a filter in only the right requests make it to the live agents. This can really assist in saving money for the company.
  • Five9
In my opinion, Webex Contact Center can compete with Five9 Contact Center for small, less complex CX environments. Issue is when you are looking for a more complex, cloud base cx application, Five9 is more a better fit becuase of its maturity in the industry and how it can provide WFO, AI and other features.

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?

I wasn't involved with the implementation phase

Would you buy Webex Contact Center again?

Yes

Cisco Webex Contact Center is best suited in any Cisco Unified Communications or UCaaS environments as the migration is very easy and minimal training would be needed. This is best for clients who need to spin up a Contact Center solution in a short time frame but do not need a vast complex need for analytics or WFM/WFO.

Webex Contact Center Feature Ratings

6.9
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
6
Predictive dialing
4
Interactive voice response
6
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
8
CRM software integration
7
6.9
Inbound call routing
6
Omnichannel inbound routing
5
Recording
9
Quality management
7
Call analytics
6
Historical reporting
9
Live reporting
8
Customer surveys
6
Customer interaction analytics
6
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