Webex Contact Center

We had an old CCX platform that did not match our needs in terms of Omnichannel capabilities. The challenge was to have a true digital …

AI as it's finest - easier and faster!

8 out of 10

May 27, 2024

We use it in the service desk agents area, where it improves our agents' performances and helps them to work faster and easier with the …

Webex Contact Center leads the customer service industry

8 out of 10

May 14, 2024

We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of …

Best ROI on Webex Contact Center

10 out of 10

May 10, 2024

We need a Cloud solution, so we moved to the Webex Contact Center. And Webex Contact Center is very nice product to use, it's single pane …

Cloud based solutions for call management

8 out of 10

May 10, 2024

We use Webex Contact Center for handling our customer call for tech and non tech support process. We were using on-prim Cisco unified call …

Webex Contact Center - Remote Assistance

9 out of 10

May 08, 2024

Webex Contact Center is mainly used to remote into customer's desktops to help troubleshoot any issues that they have. If they need any …

Excellent All in One Contact Centre Solution

7 out of 10

May 06, 2024

We replaced our legacy (and no longer supported) contact centre solution with Webex Contact Center. Webex Contact Center replaces a …

Webex Contact Center the new top performer

9 out of 10

April 16, 2024

I am a partner, so I build deploy design and configure Webex Contact Center systems for customers. So far using the Webex Contact Center …

Webex Contact Center Dissection

7 out of 10

March 28, 2024

Monitoring adherence and gathering information on the work tendencies of staff. It allows us to get detailed insight and information …

Webex Contact Center: The Journey to the top

9 out of 10

March 25, 2024

Webex Contact Center is primarily used to help callers find answers to their questions. That is only one part of the equation. The other …

Webex Contact Center review

8 out of 10

March 22, 2024

End of support of HCS 12.5 and customers migrating to the Cloud.

Webex Contact Center - Cloud Solutions

9 out of 10

February 20, 2024

We are in the process of migrating our on-prem customers towards the cloud and the first customer has been migrated successfully to the …

Webex Contact Center Review

9 out of 10

December 07, 2023

We have medium-sized 50-70 agents that use the Webex Contact Center state base routing and key accounts. Webex Contact Center works well …

Webex Contact Center Review

8 out of 10

December 06, 2023

So we operate Australia's highest-rated call center and our selling point is that we have this call center on shore in Australia. We …

All in one CX solution

9 out of 10

December 05, 2023

Help improve customer experience with customers, get the customer to self-service via digital channels and resolve interactions.

Read all reviews

How Webex Contact Center Differs From Its Competitors

Ease-of-Use

User friendliness is always important for us at our company and I can say that Webex Contact Center does a good job in this field. The realtime transcription is a warm welcomed feature of it, we can use it in diverse situations where our agents are not 100% familiar with the language.

All-in-one Platform

We also use the Webex chat tool, which is also good combined with the Webex Contact Center. Makes messaging seamless and fast, with a lot of plus AI features like transcripting and so on. Other collaboration tools are right now not onboarded, we do not need them for the current setup.

Security

It fits in our guidelines. The secure part is always important for us and it just works as is, fast and secure. We have a lot of settings to finetune it if needed, actually a lot more then we need, but it's fine. The participants and host management is easy and fast.

Ease-of-Use

Noise suppression is one of the best things we use, since it really helps with the customer interaction and avoid the uncomfortable experience of listening to other agents speaking in the background during other calls. Real time Transcription is really helpful because it helps us save time.

All-in-one Platform

Webex Messaging and Webex Meetings make definitely a perfect complement to the collaboration across the office and every task we share with other departments, including the integration of the recording tool, which we use in our cloud service to store our most important customers interactions.

Security

In my opinion, regarding the departments I interact the most (customer success practice, help desk, sales), it really helps to fulfill our needs, and provides a sense of secure interaction and doesn't require much from a third party solution, which makes our campaigns very fast to deploy.

Ease-of-Use

AI-enabled innovations such as automatic noise suppression, real-time transcription, note-taking, and personalization. Due to all these features it's very easy for users to connect with our customers. And no need to make any personal notes and typing all things in the meetings. Very helpful for …

All-in-one Platform

Cisco Webex meeting where we can easily arrange and make meetings with internally and with customers also. This feature is very cool. We can start the meeting in a just one click. Cisco Webex Teams is very nice and useful application for chat, call and meetings. Video calling is best option here.

Security

Due to Webex Contact Center we don't need to think about interoperability, security, participant management, host settings, all has been taken care by Webex Contact Center. We can get all applications and features on single window and securely we can access all those applications. It's best for …

Ease-of-Use

It works really well when we perform the call transfer/forwarding between remote agent and customer. Additionally it helped to meet our cloud based solution for call applications.

All-in-one Platform

We had Cisco UCM which is on prim and we replaced it with Webex Contact Center SaaS solution.

Security

The E2E encryptions is impressive in Webex Contact Center. Messaging function in multi participants meeting is great, we can send individual or group messages in application.

Ease-of-Use

It is very user friendly, if a customer is first using Webex they get the hang of it pretty fast. If they need help it's pretty easy to talk through where to go because of how easy everything is to find.

All-in-one Platform

I have not used other Web Ex Contact Center solutions yet.

Security

It is a great secure collaboration platform that has pretty ease of use and access for new users. It's also easy to host meetings and make any changes while on calls if needed.

Ease-of-Use

1) Noise suppression works very well for our agents. Far less complaints about a customer's handset or background noise.
2) Real time transcription is a big timesaver and we are able to move this transcription into our CRM which is very beneficial to our org.
3) AI Virtual Agent is very handy for …

All-in-one Platform

We have combined Webex Contact Center with Webex Calling. This was we were able to get up and running in record time since WebEx was already well established within our organisation. User experience is similar for admins, agents and supervisors and they are able to use the same headsets across the …

Security

Webex Contact Center exceeds our specifications for security. The platform is fully HIPPA compliant and data is encrypted at rest and in transit. The platform also supports Single Sign On and Active Directory Synchronisation which means that login and password relatated issues are kept to an …

Ease-of-Use

My organization has not benefited for many of these and I have not deployed. Any contact center solutions with the AI enhancements yet.

All-in-one Platform

So far the only integrations have been Webex Calling and Webex Contact Center using Webex App for chat and messaging integration.

Security

Webex Contact Center meets all my needs for security and is very easy to provide remove and perform all our back and credit operations for users in regards to security.

Ease-of-Use

Noise suppression has been used to actively combat a problem with the phone system that would generate a loud screech sound. Noise suppression was used to stop this sound before it caused injury. Being able to personally my own POD to see the employees that are on my specific shift time has …

All-in-one Platform

The company uses Calabrio for its rostering system and this working in tandem with Webex Contact Center has been beneficial in creating an effective managing system and lighter workload through the automation each service provides. Calabrio allows us to easily let our employees monitor and adjust …

Security

It allows us a lot more freedom and time due to the accessible nature of the data we need as managers. Gives me the freedom to support my team with the help of the insights provided by the Webex Contact Center platform. The time saved by gathering certain data is valuable and allows me to focus on …

Ease-of-Use

The noise suppression was a great addition, especially in call centers with crowded agents. Even though they were using headphones, the noise suppression provided clear communication between agents and callers.

All-in-one Platform

Webex Calling and Meeting is a great addition to the Webex Suite. Having the Meeting and Calling all using one application simplifies things. It's also great for agents when they use the same application to receive queue calls on and meet and text with their colleagues. It simplifies the workload …

Security

It eases a lot of configuration and troubleshooting time.
It adds a lot of benefits of having a packaged solution that just works when you deploy it.

Ease-of-Use

We implement Webex Contact Center for customers, that are using it in daily customer operation.

All-in-one Platform

Webex Calling for the telephony part. Webex Connect for the digital channels.

Security

I don't manage this, only the Webex Contact Center part.

Ease-of-Use

It is a great advantage for customers to be able to use these features out of the box without having to do any integration as you would need in UCCE.

All-in-one Platform

Our customers will be using Webex Calling when migrating with Webex Contact Center, but this has not yet delivered. Currently, we only have a Webex Contact Center customer integrating with Call Manager which works very well in the same way it does with UCCE.

Security

Having Webex Meetings in the same Webex suite together with the Calling and Contact Center seems very beneficial as it would be using the same network architecture, which would be a plus from a security and troubleshooting perspective.

Ease-of-Use

Our customer service can now get their customers' calls assigned to them as key account holders, and now, we have happy customers reaching their assigned agents on the first call routing.

All-in-one Platform

We use Webex Teams, Webex Calling, and Webex Analytics. We have integrated the Webex Contact Center with Okta SSO and Salesforce, and this combined software solution works better for us.

Security

Works well, and features can cater to our business needs.

All-in-one Platform

So we do use Cisco Webex, which is great, but we've only integrated with Cisco Webex. It is our company-wide meeting tools communication platform. And well, at least in terms of meetings, it is the tool we use. It integrates really well with Webex Contact Center, but I can't honestly say we use …

Security

Same reasons as before. The functionality is great, but I need to be able to report on it because I can't set objectives for the company if I can't report on it. So reporting is a big no-no for me.

Ease-of-Use

Noise suppression has decreased the distractions from cross-talk, and the technology for note-taking and transcription has made feedback easier. With that ability, we can help coach better to create a greater user experience moving forward.

All-in-one Platform

We use the entire Webex suite, so we have taken time to use each product and found ways to incorporate it all. For this particular scenario, Webex messaging and Webex Calling is also in use. That gives our agents the ability to follow up with their customers to ensure there is nothing further that …

Security

With Webex Contact Center being cloud-hosted, we feel confident that our connections are secure. It's as simple for us to just make the calls, start the meetings and do business as we need to without the worry that we are at risk.

All-in-one Platform

The addition of Webex Calling provides even more options for agents. Plus integration with Webex Connect brings a wide choice of digital channels and automation

Security

Cisco Webex CC doesn't provide collborative space but can be integrated with webex calling to provide theses functionnalities.

Ease-of-Use

New workflow designer is easy to use. Exporting and importing makes life easier.

All-in-one Platform

We are planning to add thousandeyes for better understanding of complete flows and pinpointing problem areas

Security

Security in Webex was the first priority and has given us lots of possibilities to regulate functionality users are allowed to use and protects data privacy.

Ease-of-Use

I have used the platform for online sessions and have found the system very robust and works properly when there is a dip in network quality. The system can handle a big user base and few operators can handle queries efficiently. The automatic transcript feature helps in record keeping and quality …

All-in-one Platform

I have also used Cisco Webex Meetings for taking my online class. Webex Contact Center can very easily be integrated and gives a detailed historic view of the session taken. Taking class for a big student base has become easier with this platform and student class feedback have improved. My …

Security

The platform offers the security of data and provides detailed insight about the user. Only registered users can only enter the platform. The platform also works great for students who have logged through their mobile phones. Webex Contact center gives a good reason to subscribe to its service …

All-in-one Platform

Webex Contact Center works with the WebEx meeting, which is a fundamental way that brings specialized communications with utmost assistance. Further, the file from any application is widely shared, and the control measures for security-enhanced. Finally, the two programs co-work in matters …

Security

Webex Contact Center has maintained the communications security required.Further, the session management allows the right communications to be handled.Webex Contact Center values the proper settings for a successful session. Lastly, Webex Contact Center works with man webex products for efficient …

Ease-of-Use

Very beneficial on personalization if the need arises there is that channel. On noise suppression has featured well suited for curbing this. Not so loud and can be muted as needed. During meetings or communication, it is easy to take notes and also record meetings if note-taking will be done later.

All-in-one Platform

Cisco Webex Meeting. It just facilitates better conferencing better chat meetings. Better engagement with instant messaging and direct call transfer. All work as one with an aim of making communication better and much secure. Great benefits returns.

Security

It is the most secure for communication and meetings. First, it's easy to personalize on muting options and excluding nonparticipants. There are ways to encrypt information. Also, links are only shared with specific individuals. With all this, the space is very much secure and only used for an …

Ease-of-Use

In our organization, we use communication through the internet on a daily basis. Our offices are separated from each other due to administrative strategies. And what Webex has brought is saving time, money, and unnecessary physical effort for the type of work we do. It allows us to work from the …

All-in-one Platform

We have used instant messaging, like WhatsApp. And the development of these two programs together has allowed us to create a bridge between sender and receiver where we can create open communication. While a person is attended directly by a person or switch, we can generate a channel to share …

Security

I believe that Webex helps us to prevent that the important information covered in the call is only transmitted to those who should receive it. Only let in the invited people, safely. Or who was called The care of information within our company is vital, since we work with profiles, personal and …

Ease-of-Use

Easy to scale, simple to use, and fast to onboard. We are able to deliver exceptional customer support in context, on any channel.

All-in-one Platform

Webex Calling and Webex Meetings. All Cisco products integrate seamlessly and let's today's digital customer connect their way.

Security

The platform has world-class contact center and using it has greatly contributed to revenue, retention rates, improved agent performance and increased overall customer satisfaction.

Ease-of-Use

The more simplified workflow provided by Cisco Webex Contact Center is certainly the new Flow Designer. It provides a clear view of the call flows in a very user-friendly (vs UCCX for example), drag and drop interface to manage flows. No needs of scripting skills now: features like estimated wait …

All-in-one Platform

We use on a daily basis :
- Webex Meetings
- Webex Calling
- Webex Teams (or Webex app/Messaging)
- webex devices (Room kits and Webex Board)
- Cisco IP Phones and Headsets
All Cisco Collaboration products are heavily integrated and really easy to manage from one single pane of glass, the Webex Control …

Security

Just like any other Cisco product, security is the main focus. We don't have to add or figure out any specific security products on top of their solutions because security is built-in at Cisco. And again, everything is easily managed in Control Hub.

Ease-of-Use

We don’t know about these features. It would be good to have someone explain them to us.

Security

I am still reviewing this product in production. While we have not had production issues, it seems this product is very immature.

All-in-one Platform

We have been using the following Cisco Solution on-premise as well as cloud options: Cisco CUCM, Unity Connection, Contact Center Express, Cisco WebEx Meeting, Cisco TMS, Cisco Expressways, Cisco Jabber, Cisco Hybrid Expressways for VPN less registration for Cisco Jabber and Cisco IP Phones, Cisco …

Security

We use Cisco Webex for various collaboration requirements such as meetings, events, support, and training. Our video units (Cisco Webex Room kit devices and SX/MX/DX devices) are cloud registered, providing easier management of these devices as well as a simple single interface to check on the …

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features

Agent dashboard (28)
9.3
93%
Call forwarding (26)
9.0
90%
Validate callers (26)
8.7
87%
Warm transfer (27)
8.5
85%

Reviewer Pros & Cons

View all pros & cons

Artificial Intelligence
Integration for third party voice recording

Verified User

Employee in Engineering

Telecommunications Company, 10,001+ employees

Agent response finetuning
The menu system is sometimes a bit chaotic

Verified User

Manager in Information Technology

Information Technology & Services Company, 1001-5000 employees

Video Reviews

2 videos

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Webex Contact Center Review

06:25

Webex Contact Center Review

13:47

monthly, 12 or 36 months per seat

Pricing

View all pricing

Webex Contact Center

N/A

Unavailable

What is Webex Contact Center?

Entry-level set up fee?

No setup fee

For the latest information on pricing, visithttps://www.webex.com/contact-us…

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Alternatives Pricing

Broadvoice

$10

What is Broadvoice?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

LiveAgent

per month

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1

Avg 8.3

9.3
Agent dashboard
(28) Ratings
Enables agents to track and view their individual and team performance.
8.7
Validate callers
(26) Ratings
Authenticates inbound callers with a customer ID.
6.4
Outbound response
(22) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
9
Call forwarding
(26) Ratings
Forwarding of calls to the appropriate agents.
9
Click-to-call (CTC)
(25) Ratings
Allows one-click calling for agents.
8.5
Warm transfer
(27) Ratings
Allows current agent to speak with new agent before call is transferred.
7
Predictive dialing
(17) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
8.3
Interactive voice response
(22) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
7.8
REST APIs
(26) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
8.2
Call scripts
(23) Ratings
Providing agents with a predefined conversation script.
8
Call tracking
(26) Ratings
Enables agents and managers to see the origin of the call.
8
Multichannel integration
(26) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
7.4
CRM software integration
(26) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.3

Avg 8.2

7.8
Inbound call routing
(25) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
8.4
Omnichannel inbound routing
(24) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
9
Recording
(25) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
9
Quality management
(21) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
8.3
Call analytics
(23) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
9.1
Historical reporting
(25) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
8
Live reporting
(24) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
7.5
Customer surveys
(23) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
7.5
Customer interaction analytics
(21) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Product Details

About
Competitors
Tech Details
Downloadables
FAQs

What is Webex Contact Center?

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice - whether that is voice, text, email, social messaging, or more, and ensures that agents have context and intelligence across the entire customer journey.

Webex Contact Center Features

Contact Center Software Features

Supported: Agent dashboard
Supported: Validate callers
Supported: Outbound response
Supported: Call forwarding
Supported: Click-to-call (CTC)
Supported: Warm transfer
Supported: Predictive dialing
Supported: Interactive voice response
Supported: REST APIs
Supported: Call scripts
Supported: Call tracking
Supported: Multichannel integration
Supported: CRM software integration
Supported: Automatic speech recognition (ASR)
Supported: Natural language processing for IVR
Supported: Communications forecasting

Workforce Optimization (WFO) Features

Supported: Inbound call routing
Supported: Omnichannel inbound routing
Supported: Recording
Supported: Quality management
Supported: Call analytics
Supported: Historical reporting
Supported: Live reporting
Supported: Customer surveys
Supported: Customer interaction analytics

Omnichannel support Features

Supported: Email
Supported: Voice (phone)
Supported: VoIP
Supported: SMS/Text
Supported: Video channel
Supported: Live chat channel
Supported: Co-browse
Supported: Screen-share
Supported: Social media channels
Supported: Mobile applications

Predictive Analytics Features

Supported: Intelligent call routing
Supported: Chatbots
Supported: AI assistance for live agents

Webex Contact Center Screenshots

Screenshot of View of Analyzer - Dark Mode

Screenshot of Contact Center in Control Hub view

Webex Contact Center Video

Every customer journey should end with a solution

Webex Contact Center Competitors

Webex Contact Center Technical Details

Operating Systems	Unspecified
Mobile Application	No

Webex Contact Center Downloadables

Frequently Asked Questions

Talkdesk, Genesys Cloud CX, and 8x8 Contact Center are common alternatives for Webex Contact Center.

Reviewers rate Agent dashboard highest, with a score of 9.3.

The most common users of Webex Contact Center are from Enterprises (1,001+ employees).

Comparisons

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Reviews and Ratings

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Attribute Ratings

Reviews

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May 27, 2024

True Digital Engagement Experience

Verified User

Employee in Engineering

Telecommunications Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Use Cases and Deployment Scope

We had an old CCX platform that did not match our needs in terms of Omnichannel capabilities. The challenge was to have a true digital engagement platform for our customers. So, deploying Webex Contact Center platform was a game changer for us. This platform allows the true digital experience by integration voice, email, chat, SMS and social media into on single user view for quicker responses.

Pros and Cons

Digital Channels
Artificial Intelligence
Customer Journey

Pricing structure for digital channels
Integration for third party voice recording
Native Campaign Manager

Likelihood to Recommend

Well Suite: True Digital Channel experience where the customer wants to empower the agents to engage on different media at the same time.

Less Appropriate: Outbound Dialer with a Campaign Manager. The solution is not quite ready for this type of scenario, need to improve it by adding a native solution to perform it.

May 27, 2024

AI as it's finest - easier and faster!

Verified User

Manager in Information Technology

Information Technology & Services Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We use it in the service desk agents area, where it improves our agents' performances and helps them to work faster and easier with the help of the features of this tool. Mainly using the help of AI for the agents response but makes also good summaries for us and performance reports too.

Pros and Cons

Agent response finetuning
Performance reports
Making summaries

The menu system is sometimes a bit chaotic
Maybe a bit resource hungry
Some slowness with a lot of data

Likelihood to Recommend

Our agents like it, it makes their lives easier at work, helps a lot with the summarises and suggestions. The performance metrics are maybe not the most favorite part of any tool from the agents side, but for managers makes it a clear, good summarised picture about the current situation which is good.

May 14, 2024

Webex Contact Center leads the customer service industry

Mike Martinez

KEY ACCOUNT MANAGER- Sales and Marketing

CIBERC (Computer & Network Security, 201-500 employees)

Score 8 out of 10

Vetted Review

Use Cases and Deployment Scope

We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.

Pros and Cons

Call Management and track
Personalized interactions with our customers
Smart Reporting

Integration to Social media
Administration interface could be more friendly
Improve Capabilities regarding user sentiment feature

Likelihood to Recommend

Since we use Webex Contact Center and Genesys Cloud Contact Center solution as well, we have compared both, and Genesys seems to be more user friendly on the administration interface, as well as some features.

May 10, 2024

Best ROI on Webex Contact Center

CHANDRAKANT KALSHETTY

Business Success Manager

BT (Information Technology & Services, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We need a Cloud solution, so we moved to the Webex Contact Center. And Webex Contact Center is very nice product to use, it's single pane of glass. All the features we can use from single window only. Integration with third party tools or applications is very easy. And whatever we use, we pay for that only. That's the best thing due to Webex Contact Center.

Pros and Cons

Whatever we use, we have to pay for that only.
All the features and applications are on single window, single pane of glass.
Integration with third party tools or application is very easy.

Need easy access to Email, chat and SMS.
Webex Desktop Screen should be more interesting to see.
License part should be more easy to understand for common user.

Likelihood to Recommend

Webex Contact Center is a very nice product to use; it's a single pane of glass. Especially we can use this application from anywhere any place of the world provided we just need internet connection. That's the best thing for Webex Contact Center. We can communicate with caller by call, chat, email, SMS, Whatsapp and FB.

May 10, 2024

Cloud based solutions for call management

Verified User

Consultant in Information Technology

Computer Networking Company, 10,001+ employees

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We use Webex Contact Center for handling our customer call for tech and non tech support process. We were using on-prim Cisco unified call manager, we decided to rebuilt solution in cloud based application. Webex offered us a cloud based Saas solution, which exactly we were looked for. The primary requirement is for handling incoming/outgoing calls.

Pros and Cons

Monitoring the call flow
Integration of multiple SIP providers
Call stats

Web API
Use case documentation
Intergation with other CRM tool

Likelihood to Recommend

It helped us to move on-prim solution to cloud based Saas solution, which improved the call handling for the support staff work in remote. We expect the Webex Contact Center to handle the calls on low latency.

May 08, 2024

Webex Contact Center - Remote Assistance

Verified User

Technician in Customer Service

Telecommunications Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Webex Contact Center is mainly used to remote into customer's desktops to help troubleshoot any issues that they have. If they need any help it's easier to use Webex Contact Center than try and guess what the customers need assistance with.

Pros and Cons

Remote assistance
Ease of use

Not as much lag
Faster responses

Likelihood to Recommend

Webex Contact Center has been most helpful with remote sessions. If a customer needs help we can assistance by using Webex Contact Center and getting their issue resolved very quickly by seeing what they are seeing. It is also helpful when need to do a video call with our customers.

May 06, 2024

Excellent All in One Contact Centre Solution

Verified User

Engineer in Engineering

Telecommunications Company, 10,001+ employees

Score 7 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We replaced our legacy (and no longer supported) contact centre solution with Webex Contact Center. Webex Contact Center replaces a selection of other products (call recording / pabx / reporting / MI) with a single cloud based setup. We took the opportunity to start using digital channels since we have migrated to Webex Contact Center and this has proven very popular with our end customer.

Pros and Cons

Easy to deploy
An all in one solution
Time saving

Moving tenant between regions was more difficult that we expected
Upgrading the trail to a production instance was also time consuming

Likelihood to Recommend

We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.

April 16, 2024

Webex Contact Center the new top performer

Verified User

Consultant in Professional Services

Information Technology & Services Company, 201-500 employees

Score 9 out of 10

Vetted Review

Use Cases and Deployment Scope

I am a partner, so I build deploy design and configure Webex Contact Center systems for customers. So far using the Webex Contact Center system has been fantastic, but it is still missing key features from on premise solutions such as UCCE and UCCX. I do wish there was a better integration with Webex Calling, but I know that that is coming soon. I also wish for a tool or tools to migrate from on premise to cloud solutions. The Webex Contact Center system is fantastic in scalability and ease of configuration, but it also lacks some key configurable pieces. The solution of analytics is something to get used to especially coming from Web view and unified intelligence center, but things are looking very promising.

Pros and Cons

Simple contact center solutions
Ease of deployment and speed of deployment
Single pain of glass for users, supervisors, and administrators

Better integration with Webex Calling.
More on premise features integrated into the cloud solution.
Better documentation for pebble templates.
Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.

Likelihood to Recommend

A Webex Contact Center solution would be more than enough for 90% of all contact center systems out there. Most do not perform any complex tasks And most do not need half of the features that are available for on premise solutions. If your contact center system is larger than 5000 agents or you have complex custom CVP applications and routing you may want to hold off on jumping to Webex Contact Center just for now as things get more robust and built out.

March 28, 2024

Webex Contact Center Dissection

Verified User

Manager in Customer Service

Telecommunications Company, 1001-5000 employees

Score 7 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Monitoring adherence and gathering information on the work tendencies of staff. It allows us to get detailed insight and information regarding their current status at work in an easily digestible way. Allowing us to manage out staff with relative ease compared to the old methods. The product is very customizable to suit our needs and allows up to develop new processes as we see fit.

Pros and Cons

Adherence Statistics
Call Monitoring
Customer Statistics

Functionality customization
Hard to find some statistics
Optimization

Likelihood to Recommend

- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful
- Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved
- Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits

March 25, 2024

Webex Contact Center: The Journey to the top

Verified User

Engineer in Information Technology

Information Technology & Services Company, 11-50 employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Webex Contact Center is primarily used to help callers find answers to their questions. That is only one part of the equation. The other part is also to help the agents complete their work efficiently and less stressfully. Webex Contact Center helps bridge the 2 together. It also provides a helpful interface for administrations and supervisors to manage the call center easily.

It introduces a plethora of features to call centers. It also increases the number of communication channels that agents can interface with customers. Through easily deployable digital channels.

To wrap it all up, it also has the Webex Analyzer which provides detailed reporting and visualizations so you can easily detect trends in your call center. Also, 30 days free recording which I don't think is available with peer providers.

Pros and Cons

Multiple of options to integrate PSTN Lines
Administration of the Call Center
Developing new features rapidly and reacting to customer needs

Line awareness of On Prem Phone
Ability for Supervisors to Call In and update variables instead of using GUI
Live reporting to include more data
More documentation
Better certification

Likelihood to Recommend

Webex Contact Center is a very stable solution under constant development and new features are regularly added. The current flavor of it already has a lot to offer with its ease of including digital channels and providing agents with more and more ways to reach out to customers.

The availability of free recording for 30 days is also a great addition for customers to try out recording before committing to a longer retainment of recording.

March 22, 2024

Webex Contact Center review

Verified User

Team Lead in Engineering

Telecommunications Company, 10,001+ employees

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

End of support of HCS 12.5 and customers migrating to the Cloud.

Pros and Cons

Easy callFlow management
User friendly Agent/supervisor desktop

The flexibility in the scripting part
Some important nodes in the callflow must be dynamic

Likelihood to Recommend

End of HCS 12.5 and customers wanting to migrate to a Webex Contact Center Cloud solution.

February 20, 2024

Webex Contact Center - Cloud Solutions

Verified User

Engineer in Information Technology

Information Technology & Services Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We are in the process of migrating our on-prem customers towards the cloud and the first customer has been migrated successfully to the Webex Contact Center. Currently, our product team is having a difficult time continuing our customers to choose the Webex Contact Center route due to the difference in features and the difficult migration process.

Pros and Cons

WebRTC
Management portal
API possibilities

The migration process to Webex Contact Center, no tools available
Other vendors have an option built in to pull relevant call detail information, including signaling for troubleshooting
Visibility of monitoring for partners using API

Likelihood to Recommend

Customers can get a great contact experience when using the full webex suite and managing all feature from a single portal. They will benefit greatly by using WebRTC for their agents in stead of Jabber and can easily integrate voicebots into their customer service.

December 07, 2023

Webex Contact Center Review

jennifer david

Identity Access Management Lead

Opal (Packaging & Containers, 5001-10,000 employees)

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We have medium-sized 50-70 agents that use the Webex Contact Center state base routing and key accounts. Webex Contact Center works well on the dynamic routing of the agents, the only missing part is that cannot see the status of the agents in terms of the agent-to-agent access. Supervisor access is ok. Cloud calling and Webex Contact Center integrated into Salesforce resolved the requirement of my company contact center, we are pleased that Webex Contact Center made this possible for us.

Likelihood to Recommend

The onboarding and offboarding of users are now much easier compared to 2-3 years ago when I still used the agent desktop and call manager. Webex Contact Center is well suited now as our main tool for customer service.

Pros and Cons

Configuration
Voice Quality
User-friendly
Flexibility

Accessibility of the dashboard to create easy calling from there and check the agent status
Reporting on the troubleshooting and visibility of the poor performance of voice quality

December 06, 2023

Webex Contact Center Review

Melroy D'Souza

Systems Owner

Aussie Broadband (Telecommunications, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

So we operate Australia's highest-rated call center and our selling point is that we have this call center on shore in Australia. We needed a flexible platform to allow us to combine multiple department call centers into one big gigantic call center. And Cisco was a great partner, has already been an existing partner of ours, so we leveraged your solutions to help us out.

Pros and Cons

Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.

The biggest room for improvement with this product that prevents it from being like a 10 out of 10 in my book is reporting. So I can't with any degree of confidence talk about the timeframes for when a call starts or finishes versus what it's reported as. So there could be a discrepancy of anywhere from half an hour to one hour from the real call versus the reported call.

Likelihood to Recommend

I think it's well suited for companies that have a social media presence in addition to call center because I know the application allows you to use multiple sources of communication with your customers. I think it wouldn't work very well at the moment with remote staff in a call center only because of the reporting issue I talked about before. I've had to triage situations where calls were made but we have no record of it or even if the calls were made, we can't find them or they're misreported. So it's ideal for people that you can manage in the office.

December 05, 2023

All in one CX solution

Verified User

Executive in Sales

Telecommunications Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Use Cases and Deployment Scope

Help improve customer experience with customers, get the customer to self-service via digital channels and resolve interactions.

Likelihood to Recommend

Great leading CX solution to get the customer to the right agent. It has the ability to provide services via the digital channels.

Pros and Cons

Ease to use
All Cloud base
Leading solution
Can do end to end

WebRTC

November 10, 2023

Webex Contact Center should be a full experience.

Christopher Cavendish

Senior Voice / Collaboration Engineer

Insight Global (Information Technology & Services, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Webex Contact Center is used for our service desk to field inbound calls for our internal teams. The product replaced IP Communicator for our organization to better assist our company and to integrate with programs like Service Now as well as any other API integration that we felt would help excel how the business is supported.

Likelihood to Recommend

Well Suited: Service Desks, Customer Care, War Rooms, Engineering Teams, Anything that needs deep analytics, etc.
Less Appropriate: for very small businesses or anything that can use more of just a hunt group format

Pros and Cons

Ease Of Use
Ability to Group Service Desk Users In To Teams
Supervisory Dashboards

Onboarding

April 03, 2023

Webex Contact center

Sadia Marium

Senior Network Engineer

ADAPTURE TECHNOLGY GROUP LLC (Computer Networking, 51-200 employees)

Score 9 out of 10

Vetted Review

Use Cases and Deployment Scope

An example, have a great relationship with the solutions partner and they have done their best to be accommodating and to configure the platform to our requirements.

Likelihood to Recommend

Agent portal is easy to use and easy to adopt if someone has not used before

Pros and Cons

Building the reports is very convoluted and level of detail is too granular.
Geared more towards engineers and system admins instead of supervisors or team leaders.

RONA mode

March 07, 2023

Review for Webex contact center

Verified User

Engineer in Professional Services

Telecommunications Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Use Cases and Deployment Scope

We resell the Webex CC solution for our customers. This solution is easy to access and quickly deployable. Customization options cater to a wide variety of customers.

Likelihood to Recommend

The Webex Contact Center enables rapid deployment for the customer and offers a wide range of customization. It is suitable for small businesses that want to quickly deploy a basic contact center, but also for larger ones with more complex needs like multi-channel or CRM integration.

Pros and Cons

multi channels
CRM integration
call flow customization

API
wbex calling integration (status sync)
agent statistcs

February 11, 2023

A well grown child with high potential for the future.

Verified User

Engineer in Professional Services

Information Technology & Services Company, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We sell and customise the Webex CC to fulfill our customer's needs. We serve a variety of businesses like health care, insurance or chemical companies where not only call volume is the challenge, but also quality. We need to be create flexible call flows that allow the contact center for adjusting to different events like temporary closures or rerouting.

Likelihood to Recommend

For smaller CCs with a static demands or CCs that are new in the business we absolutely see an improvement that we can bring. For existing customers with a history in UCCE we see challenges to deliver Webex as a full replacement.

Pros and Cons

Multi channel integration
Pleasing User interface (agent & supervisor)
Clear reporting dashboards

Unified administration (but we know it will be better in future)
Call flow / script editors are ok but not fancy

February 11, 2023

Is Webex contect center right for you ?

Verified User

Engineer in Information Technology

Government Administration Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

ability to have an omni channel callcenter incorporated within the Webex environment. Advanced queuing and ease of use when contacting other colleges for support.

Likelihood to Recommend

well suited for voice only, but when scaling to a large contact center managing agents and queues might be time consuming.

Pros

single pane of admin, reporting
integration with Webex App

February 11, 2023

Webex Contact Center in nonregulatory country

Neeraj Suriyal

Lead contact center engineer

Orange business services (Information Technology & Services, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Issue with the countries where regulatory issue like India,China and Costa Rica.<br><br>Also want to know when contact center services will be available for such location

Pros and Cons

Integration with social media
Bots integration
Integration with third party Telephony
Customer support

Expand the services in all regions where other cloud based solutions already serving
Supervisor desktop
Script real-time view like in ucce

Likelihood to Recommend

Customer journey is the key feature which cisco trying to do best

May 02, 2022

Reduce lead-time to reply to your customers

Verified User

Professional in Marketing

Education Management Company, 201-500 employees

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Webex Contact Center's AI-based interface has greatly reduced the waiting time and helped the operators reply to students' questions quickly. The conversations are automatically converted to transcripts for official records. Efficiency has increased after implementing Webex Contact Center and have helped reduce manpower thus reducing operating cost. The backend support team is responsive and resolves operators' queries quickly.

Likelihood to Recommend

In situations like an online class with a student number of 600-1000, multiple questions can be asked during the session. Teaching Assistants (TA) can help the Professor by answering the questions asked and engaging with the students. This platform is ideal when there are a large number of users/Students/customers who want answers to their questions quickly. For a smaller number of users, the platform may not justify the price.

Pros and Cons

Simple and easy to use dashboard
Auto generation of transcripts
AI supporting the operator as a virtual assistant
Well suited for a large number of user
Customer support

Customization for small companies with small user
The virtual assistant customization
Optimizing to run on older laptps

January 22, 2022

The Application for Communications Efficiency and Success.

wilson bruno

Logistics Supervisor

Linfox (Logistics & Supply Chain, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

Webex Contact Center has the focus of establishing interactions that are dependable between the business and the clients. The tool applies chats, emails, besides other factors. More so, Webex Contact Center keeps the details of staff and the employees on the safe, where they are retrieved any second they are required. Finally, Webex Contact Center has the artificial intelligence solution, very credible and substantiated.

Likelihood to Recommend

Webex Contact Center is a recommendable program, with strict security measure, but it enhances communications effectively. More so, the chats, the emails, among other features are encompassed on Webex Contact Center, which is a proficient feature. The intelligence analysis from Webex Contact Center also allows the company to have the insights of customers, and the correct one.

Pros and Cons

Accurate intelligence scope.
Proper interaction and engagement features.
Advanced information safety strategies.

No chat bots that are instant.
No versions for mobile.
No specified OS for the software.

January 19, 2022

Webex Contact Center Review

Verified User

Professional in Information Technology

Information Technology & Services Company, 10,001+ employees

Score 10 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We are Cisco Partners and we provide consulting services to my end customer. It addresses a ready-to-go solution in contact center space.

Likelihood to Recommend

From a contact flow design platform perspective, we can work on areas like integration to be specific. For example, I was trying to capture variable information in a chatbot hosted on Google CCAI. It was a little complex since usually there is no involvement of contact flow, as routing logic is totally dependent on routing strategy, and for capturing variable information like the name of the customer is entered while initiating the chat. It seems it will be improved when IMI integration is completed for tenants.

Pros and Cons

Agent Desktop
Reporting has improved
Reaching support

Contact Flows
Reporting needs to be made more user friendly

January 06, 2022

Delightful experience with Webex Contact Center.

Paresh Tupade

Product Manager

Ind-Swift Limited (Pharmaceuticals, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

A platform like no other for communication. We all know communication is key to everyone and every organization. The reason we choose Webex Contact Center is for its big community reach. Available all over though with high network connectivity needed. Great chap space and engagement room with good audio skills and video conferencing enabled.

Likelihood to Recommend

Why not have it solve the need to communicate on a large base with h much ease. Not very cheap in pricing and not well connected to poor network connectivity areas. Nevertheless, it is absolutely amazing on video conferencing and chat meetings. Better than many of its caliber. More secure precisely.

Pros and Cons

Security on encrypted conversations.
Monitoring of chats on live.
Beautiful user interface.

Maybe a cheap version for small enterprises.
Improve on network connectivity maybe an adjustment offered.