Webex Contact Center Review
June 17, 2025
Webex Contact Center Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Webex Contact Center
We have several contact center customers, both internal and external business. Our contact centers are inbound and have both onsite as well as remote agents. Customers range from shared services support to Network Operations center to external government services support. Several centers are 24 x 7 365 with various shifts. We utilize soft phones and desk phones.
Pros
- Agent and supervisor desktop
- Consolidated support via Control Hub
- User friendly flow designer
- Hybrid integration
Cons
- Tenant partitioning
- Roles/access
- PSTN access via Wx calling
- Agent satisfaction
- Supervisor satisfaction
- System administrator satisfaction
The transcript feature is very useful to cut down on taking notes and a great post call reference. This results in shorter talk time to allow the agents to move on more quickly to the next customer. The supervisor also has access to the transcript for customer support and coaching
Both agents and supervisors like the easy to access and use tools. The added features such as transcripts have saved time and energy in addition to helping to improve communication and training. It might be possible to be more efficient with resources if the agents spend less time with each client
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?
I wasn't involved with the implementation phase
Would you buy Webex Contact Center again?
Yes
Comments
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