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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

Mahesh K.

  • Role: Operations
  • Industry: Media
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jul 2024

Best and hassle free service provider.

Likeliness to Recommend

10 /10

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
Validated Review
Verified Reviewer

Submitted Jul 2024

Communication Hub Extraordinaire

Likeliness to Recommend

9 /10

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

Paulo Henrique F.

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

Submitted Apr 2024

Easy to use

Likeliness to Recommend

10 /10

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

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