Webex Contact Center Logo
Webex Contact Center Logo
Cisco Systems

Webex Contact Center

7.5 / 10
Category
Webex Contact Center
7.5 / 10

What is Webex Contact Center?

Webex Contact Center lets your customers connect through their preferred channel – chat, text, social, email, or call. AI-powered voice and chat virtual agents give customers options for natural, fast, and easy 24/7 self-service – with a seamless baton pass to a live agent when desired. Customer contact history at the agent’s fingertips ensures customers never have to repeat themselves, and agents are context- aware for every interaction. Webex Experience Management surveys provide insight into sentiment and a consistent pulse on customer experience.

Company Details


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Webex Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Webex Contact Center.

81 Likeliness to Recommend

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

1
Since last award


{y}
{name}

Emotional Footprint Overview

+82 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Webex Contact Center?

4% Negative
11% Neutral
85% Positive

Pros

  • Performance Enhancing
  • Effective Service
  • Reliable
  • Security Protects

Feature Ratings

Average 79

Call Recording

89

Screen Prompts

81

Contact Center Compliance Management

80

Skills Based Routing

79

Call Scripting and Call Flow Management

79

Knowledge Management

79

Workforce Management

78

Contact Center Analytics

78

Ticket Management

78

Multi Channel Queue Management

77

Multi Channel Intake Integration

76

Vendor Capability Ratings

Average 78

Quality of Features

88

Availability and Quality of Training

86

Business Value Created

86

Ease of IT Administration

86

Product Strategy and Rate of Improvement

86

Ease of Customization

84

Breadth of Features

81

Usability and Intuitiveness

79

Ease of Data Integration

78

Vendor Support

76

Ease of Implementation

73

Webex Contact Center Reviews

Siphehesihle M.

  • Role: Information Technology
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Why Majority Prefer It!!!

Likeliness to Recommend

10 / 10

What differentiates Webex Contact Center from other similar products?

Simple settings for elegant communication. Call Analysis and reporting as well as scripting. Impressive GUI and UI design.

What is your favorite aspect of this product?

Quality customer service support

What do you dislike most about this product?

Nothing to like least since it has it all.

What recommendations would you give to someone considering this product?

May you all implement it ASAP.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity
  • Trustworthy

Obaidul R.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2023

Fantasy in Collaboration

Likeliness to Recommend

9 / 10

What differentiates Webex Contact Center from other similar products?

Easy communication management and feedbacks to colleagues and customers regardless timezones .

What is your favorite aspect of this product?

Compatability with any available device with all data security measures.

What do you dislike most about this product?

I have none.

What recommendations would you give to someone considering this product?

Excellent product

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity

Kait G.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2023

Easy-to-configure customer experience widgets

Likeliness to Recommend

10 / 10

What differentiates Webex Contact Center from other similar products?

Gave us the ability to match each customer to the right agent based on things like preferred language, desired task, situation, and more. It allows monitoring of live conversations to coach agents in the moment and provide opportunities for continuous improvement.

What is your favorite aspect of this product?

It allowed us to use existing calling devices, such as cell phones, so we didn’t replace them with new voice endpoints and this allowed us to provide consistent features to both local and remote workers.

What do you dislike most about this product?

It is reliant on a good internet connection and since it depends on what internet service is available where our employees are located, we have to check remote user’s home internet connection too. Having an adequate internet connection is imperative because it is what enables our remote users connect ti the contact center and actually use the system.

What recommendations would you give to someone considering this product?

Webex Contact Center will meet your needs if you are looking for a user-friendly interface, simple deployment, and automated reporting. Currently no other vendors offers the same level of out-of-the-box functionality or deployment flexibility as Webex Contact Center.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Most Popular Webex Contact Center Comparisons