This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Cisco Systems

Webex Contact Center

Composite Score

8.0 /10

CX Score

8.2 /10

145 Reviews Write a Review

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

Awards & Recognition

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

Filter By

2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact

Latest Award, 2024

1 Top Rated Capabilities

2 Top Rated Features

2024

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

1
Since last award

{y}

{name}

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

Skills Based Routing

Screen Prompts

Contact Center Compliance Management

Workforce Management

Call Scripting and Call Flow Management

Ticket Management

Knowledge Management

Contact Center Analytics

Multi Channel Queue Management

Multi Channel Intake Integration

Vendor Capability Ratings

Average 80

Ease of Implementation

Quality of Features

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Breadth of Features

Vendor Support

Usability and Intuitiveness

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created

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

Latest Research

Webex Contact Center

What is Webex Contact Center?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

Webex Contact Center Ratings

83 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+88 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).

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

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.

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

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.

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

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

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.).

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

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.

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.

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

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.

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.

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.

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 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.

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.

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.

Webex Contact Center Reviews

Dmitry S.

Reliable Call Center Management.

Likeliness to Recommend

Pros

Kunal M.

Cisco Webex has been our crown jewel

Likeliness to Recommend

Pros

Great product Easy to Use

Likeliness to Recommend

Pros

Most Popular Webex Contact Center Comparisons

Genesys Cloud CX

Five9 Intelligent Cloud Contact Center

Avaya Cloud Office

NICE CXone

Talkdesk CX Cloud

Zendesk Talk

Title

1
Since last award

Feature Ratings

Call Recording

Skills Based Routing

Screen Prompts

Contact Center Compliance Management

Workforce Management

Call Scripting and Call Flow Management

Ticket Management

Knowledge Management

Contact Center Analytics

Multi Channel Queue Management

Multi Channel Intake Integration

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Breadth of Features

Vendor Support

Usability and Intuitiveness

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created