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

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.

82 Likeliness to Recommend

1
Since last award

94 Plan to Renew

82 Satisfaction of Cost Relative to Value

1
Since last award

{y}

{name}

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

Role: Sales Marketing
Industry: Manufacturing
Involvement: Vendor Management and Renewal

Validated Review

Anonymous Reviewer

Submitted Aug 2020

Easy to use and functional

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Enables Productivity
Caring

Debra D.

Role: Student Academic
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2020

Great product for the cost!

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

Uniqueness, quality, reliability.

What is your favorite aspect of this product?

Customer support that comes with the product

What do you dislike most about this product?

It can be quite a lengthy process without support

What recommendations would you give to someone considering this product?

It’s valuable, reliable, and does what is promised.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Unique Features

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Mar 2020

Easy to use and very innovative

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Reliable
Trustworthy
Effective Service

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

Easy to use and functional

Likeliness to Recommend

Pros

Debra D.

Great product for the cost!

Likeliness to Recommend

Pros

Easy to use and very innovative

Likeliness to Recommend

Pros

Most Popular Webex Contact Center Comparisons

Genesys Cloud CX

Five9 Intelligent Cloud Contact Center

NICE CXone

Avaya Experience Platform

Talkdesk CX Cloud

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