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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.
Download the entire Product Scorecard
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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
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?
Pros
- Reliable
- Performance Enhancing
- Effective Service
- Security Protects
How to read the Emotional Footprint
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
Negative
Neutral
Positive
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
Webex Contact Center Reviews
Mahesh K.
- Role: Operations
- Industry: Media
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2024
Best and hassle free service provider.
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
Webex contact centre provide best and seamless services and virtual assistance. They have best and user friendly service that make them very helpful for the organisation.
What is your favorite aspect of this product?
The most I like about their support and their technical team. They have number of features and integration and also their ease to use service gives hassle free environment.
What do you dislike most about this product?
No, I don't have anything to mention as a dislike about WebEx service because cisco reliability make them more reliable.
What recommendations would you give to someone considering this product?
Best and great platform, overall I suggesting this platform with everyone without hesitation
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Beatrice W.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2024
Communication Hub Extraordinaire
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
The real-time analytics feature is a standout. It provides us with insights into call trends, common issues, and employee satisfaction.
What is your favorite aspect of this product?
One of my favorite features is the intelligent routing system. we usually set up a dedicated line for employees to call in with questions. The intelligent routing ensures that calls are directed to the appropriate HR specialist based on their query type.
What do you dislike most about this product?
Integration with other software could be smoother.
What recommendations would you give to someone considering this product?
Webex Contact Center has enhanced our ability to manage and respond to employee inquiries, provided valuable insights through analytics, and improved our overall communication strategy.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
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Paulo Henrique F.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2024
Easy to use
Likeliness to Recommend
What do you dislike most about this product?
Nothing now
What recommendations would you give to someone considering this product?
Help to see the stats of your project
Pros
- Inspires Innovation
- Caring
- Fair
- Includes Product Enhancements