Webex Contact Center a great add-on to Webex Calling for complex call flows.
April 27, 2025

Webex Contact Center a great add-on to Webex Calling for complex call flows.

Jeremy Shupick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Webex Contact Center

We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night. I gave it an eight because it can be very complex to set up the call flows and you may struggle unless you have help.

Pros

  • Routing the calls to where they need to go.
  • Has decent Text to Speech.
  • Can be as complex as you want it to be.

Cons

  • More options in the Text to Speech area.
  • Better highlighting of the call flows so you can better follow when troubleshooting.
  • Unless already available, it would be great to have a test number to call into and have the call flow light up to indicate your current position in the flow.
  • Being able to route the calls to the right people at the right time.
  • Our calls don't have to go straight to an on-call phone after hours.
  • Needing to outsource setup for more complex Call Flows.
We do not use the Agent portion of Cisco Webex Contact Center, so we do not utilize the features listed above.
All of our Cisco Webex Contact Center routing is currently static. We would love to pursue the AI aspects of intelligent routing, digital and voice virtual agent self-service, and virtual agent transcript at some point, but currently, we only utilize the IVR for static routing. At this time, it has not impacted our organization.
We don't use the Agent portion of Cisco Webex Contact Center, nor do we have a contact center. However, implementing Webex Contact Center has helped us direct calls to the right people at the right time.
We use Webex Calling, but we chose to add Cisco Webex Contact Center to help direct calls to their intended destinations, depending on the time of day or night. So, not a direct competitor, but rather a helper. I would consider looking at Webex Contact Center if you need more granular call routing and flow management.

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?

No

Would you buy Webex Contact Center again?

Yes

It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.

Webex Contact Center Feature Ratings

9.5
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
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