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Webex Contact Center Logo Award Winner Product Badge
Webex Contact Center Logo Award Winner Product Badge
Cisco Systems

Webex Contact Center

Composite Score
8.0 /10
CX Score
8.2 /10
Category
Webex Contact Center
8.0 /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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Awards & Recognition

Webex Contact Center won the following awards in the Contact Center as a Service - Enterprise category

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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

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Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+88 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?

2% Negative
9% Neutral
89% Positive

Pros

  • Reliable
  • Performance Enhancing
  • Effective Service
  • Security Protects

Feature Ratings

Average 80

Call Recording

91

Skills Based Routing

82

Screen Prompts

82

Contact Center Compliance Management

81

Workforce Management

81

Call Scripting and Call Flow Management

81

Ticket Management

80

Knowledge Management

80

Contact Center Analytics

79

Multi Channel Queue Management

79

Multi Channel Intake Integration

78

Vendor Capability Ratings

Average 80

Ease of Implementation

82

Quality of Features

82

Ease of IT Administration

82

Ease of Data Integration

82

Availability and Quality of Training

80

Breadth of Features

80

Vendor Support

80

Usability and Intuitiveness

80

Ease of Customization

79

Product Strategy and Rate of Improvement

79

Business Value Created

79

Webex Contact Center Reviews

Dmitry S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Oct 2024

Reliable Call Center Management.

Likeliness to Recommend

9 /10

What differentiates Webex Contact Center from other similar products?

Webex Contact Center performs well in high-traffic environments and provides robust performance.

What is your favorite aspect of this product?

The real-time call monitoring and reporting tools make it easy to track performance.

What do you dislike most about this product?

More customization options for workflows and reports could be improved.

What recommendations would you give to someone considering this product?

I would recommend the Webex Contact Center to companies needing a scalable solution for managing customer service.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Effective Service

Kunal M.

  • Role: Vendor Management
  • Industry: Electronics
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2024

Cisco Webex has been our crown jewel

Likeliness to Recommend

8 /10

What differentiates Webex Contact Center from other similar products?

Viability, Cisco ecosystem and networking integration capabilities

What is your favorite aspect of this product?

Webex contact centre has been successfully integrated thru CUCM with other providers and service management system seamlessly

What do you dislike most about this product?

Licensing and maintenance costs

What recommendations would you give to someone considering this product?

Cisco umbrella of products are sturdy, time tested and effective in many ways than competitors. Conventional but surely effective in all forms and aspects of products

Pros

  • Trustworthy
  • Fair
  • Altruistic
  • Reliable
  • Role: Human Resources
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Jul 2024

Great product Easy to Use

Likeliness to Recommend

7 /10

Pros

  • Reliable
  • Saves Time
  • Acts with Integrity
  • Helps Innovate

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