The Best Contact Center system
Overall Satisfaction with Webex Contact Center
Webex Contact Center is essential for getting all calls, managing callers, and giving them the best experience, whether while on hold or guiding them through the process of getting any information from a CRM without the need to reach an agent. Many times we have a flow setup where when caller reaches an agent, the agent already have the callers information from SF or any Database. With the new supervisor desktop, supervisors manage their agents from one single platform and control the queues and teams from a single panel. Reporting is a great tool that assist in troubleshooting for admins, or just getting an overview for managers to make business decisions. Webex Contact Center also utilize Connect which involve social channels and chatting, which makes reaching to an agent and get the information needed very fast and easy.
Pros
- Easy to setup a flow and managing it and make changes without impacting the production system
- Great analyzer that gives detailed information
- Provide social channels to reach all the customers regardless of age and social groups
- Easy to SMS and have communication for customers on the go
Cons
- Provide an easier way to create reports that are basic and direct
- A CTI connection between Webex Calling and Webex Contact Center to enable sending calls to flow without the need of a DID
- More examples of JSON to create formulas in the flows
- It has been a great impact as it has made contact center visibility easier and easier to make changes
- Negative is that when Cisco is making changes it is impacting at the back end. Hope they become more careful
It is making customer life easier as they don't have to type but rather talk to the AI and get the answer they need. Digital channels are great cause all social channels can be utilized.
It has been great, especially recently, where lots of improvements have been implemented and lots of features requested by customers are being implemented. It is making it easier for customers to make better designs and choices for their builds. Also having the analyses makes it great to get overview and make better decisions for management.
Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.
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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