Webex Contact Center the Customer Enhanced Journey
June 16, 2025

Webex Contact Center the Customer Enhanced Journey

Richard Grey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Overall Satisfaction with Webex Contact Center

We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel

Pros

  • Easy to deploy
  • Easy to use
  • have most features customer's need

Cons

  • Emergency prompt notifications not available
  • Returning Voicemail into a Queue not available
  • Digital Flow designer no intuitive
  • Cisco TAC (Technical Assistance Center) does not seem to know the product well
The product works no major issues
Would definate improve contact handing
It is has impact positively especially with Agent Burn out

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

Well Suited for most contact center voice deployments

Webex Contact Center Feature Ratings

7.9
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
Call scripts
8
Call tracking
5
Multichannel integration
8
CRM software integration
8
7.8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
6
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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