Cisco Systems

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

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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.

82 Likeliness to Recommend

1
Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+83 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?

3% Negative

12% Neutral

85% Positive

Pros

Performance Enhancing
Effective Service
Reliable
Security Protects

Feature Ratings

Average 79

Call Recording

Screen Prompts

Contact Center Compliance Management

Skills Based Routing

Call Scripting and Call Flow Management

Knowledge Management

Workforce Management

Contact Center Analytics

Ticket Management

Multi Channel Queue Management

Multi Channel Intake Integration

Vendor Capability Ratings

Average 79

Quality of Features

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Business Value Created

Ease of Customization

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Vendor Support

Ease of Implementation

Webex Contact Center Reviews

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

Dan K.

Role: Sales Marketing
Industry: Machinery
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

The entire platform centers on customer experience

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

It is a powerful program that functions admirably on Windows, Mac, and surprisingly on cell phones and tablets. Webex Contact Center is different from others because it uses the latest technology for processing. For example, Machine learning, Artificial Intelligence, and Skill-based routing

What is your favorite aspect of this product?

Webex Contact Center dashboard provides live data, and enables me to send and receive supervisor alerts, historical reports, and various agent tools like performance tracking and scheduling

What do you dislike most about this product?

The default program picked by Webex is Internet Explorer, so if we prefer to use another browser, then we need to change the default browser just to use it

What recommendations would you give to someone considering this product?

Webex Contact Center helps to improve your customer satisfaction and loyalty score. It cal also help you with the first contact resolution. It includes multiple features to work properly

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Gabriel I.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

A wonderful SaaS based contact centre solution

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

Webex Contact Center is integrated with Webex Control Hub to: Provide a unified administration experience for all Webex collaboration services, including Meetings, Calling, Messaging, and Contact Center Allows a simplified user onboarding experience for one or many Webex collaboration services through a single interface Control entitlements, security, and compliance

What is your favorite aspect of this product?

Single Sign-On (SSO) The solution simplifies login and password management for agents and supervisors and allows them to log in just one time for access to all Webex Contact Center applications. Also, virtual voice agent

What do you dislike most about this product?

So far the solution has been nothing but superb

What recommendations would you give to someone considering this product?

Easy to use and easy deploy contact center solution

Pros

Helps Innovate
Unique Features
Respectful
Acts with Integrity

Webex Contact Center

What is Webex Contact Center?

Company Details

Need Assistance?

Webex Contact Center Ratings

82 Likeliness to Recommend

1 Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love Webex Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Webex Contact Center Reviews

Kait G.

Easy-to-configure customer experience widgets

Likeliness to Recommend

Pros

Dan K.

The entire platform centers on customer experience

Likeliness to Recommend

Pros

Gabriel I.

A wonderful SaaS based contact centre solution

Likeliness to Recommend

Pros

Most Popular Webex Contact Center Comparisons

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Zendesk Talk

1
Since last award

1
Since last award

Feature Ratings

Call Recording

Screen Prompts

Contact Center Compliance Management

Skills Based Routing

Call Scripting and Call Flow Management

Knowledge Management

Workforce Management

Contact Center Analytics

Ticket Management

Multi Channel Queue Management

Multi Channel Intake Integration

Vendor Capability Ratings

Quality of Features

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Business Value Created

Ease of Customization

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Vendor Support

Ease of Implementation