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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Real user data aggregated to summarize the product performance and customer experience.
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82 Likeliness to Recommend
1
Since last award
94 Plan to Renew
81 Satisfaction of Cost Relative to Value
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?
Pros
- Performance Enhancing
- Effective Service
- Helps Innovate
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
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
Ease of Implementation
Quality of Features
Ease of IT Administration
Vendor Support
Usability and Intuitiveness
Ease of Data Integration
Breadth of Features
Business Value Created
Ease of Customization
Product Strategy and Rate of Improvement
Availability and Quality of Training
Webex Contact Center Reviews
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Mar 2020
Easy to use and very innovative
Likeliness to Recommend
Pros
- Continually Improving Product
- Reliable
- Trustworthy
- Effective Service
- Role: Public Sector
- Industry: Banking
- Involvement: End User of Application
Submitted Mar 2020
Easy to use
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Effective Service
Cons
- Less Inspiring
- Vendor's Interest First
- Less Transparent
Malika R.
- Role: Public Sector
- Industry: Government
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2020
Good product
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
Not sure what differentiates Cisco weed from other products
What is your favorite aspect of this product?
Was of functions
What do you dislike most about this product?
No dislikes so far
What recommendations would you give to someone considering this product?
Do your research
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Efficient Service