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Cisco Systems

Webex Contact Center

8.0 /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

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.

83 Likeliness to Recommend

1
Since last award

96 Plan to Renew

2
Since last award

83 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

+87 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?

3% Negative
9% Neutral
88% Positive

Pros

  • Performance Enhancing
  • Reliable
  • Effective Service
  • Helps Innovate

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 IT Administration

83

Ease of Implementation

82

Quality of Features

82

Ease of Data Integration

81

Usability and Intuitiveness

81

Breadth of Features

80

Availability and Quality of Training

80

Vendor Support

80

Ease of Customization

79

Business Value Created

79

Product Strategy and Rate of Improvement

79

Webex Contact Center Reviews

Obaidul R.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2023

Fantasy in Collaboration

Likeliness to Recommend

9 /10

What differentiates Webex Contact Center from other similar products?

Easy communication management and feedbacks to colleagues and customers regardless timezones .

What is your favorite aspect of this product?

Compatability with any available device with all data security measures.

What do you dislike most about this product?

I have none.

What recommendations would you give to someone considering this product?

Excellent product

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity

Kait G.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2023

Easy-to-configure customer experience widgets

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

Gave us the ability to match each customer to the right agent based on things like preferred language, desired task, situation, and more. It allows monitoring of live conversations to coach agents in the moment and provide opportunities for continuous improvement.

What is your favorite aspect of this product?

It allowed us to use existing calling devices, such as cell phones, so we didn’t replace them with new voice endpoints and this allowed us to provide consistent features to both local and remote workers.

What do you dislike most about this product?

It is reliant on a good internet connection and since it depends on what internet service is available where our employees are located, we have to check remote user’s home internet connection too. Having an adequate internet connection is imperative because it is what enables our remote users connect ti the contact center and actually use the system.

What recommendations would you give to someone considering this product?

Webex Contact Center will meet your needs if you are looking for a user-friendly interface, simple deployment, and automated reporting. Currently no other vendors offers the same level of out-of-the-box functionality or deployment flexibility as Webex Contact Center.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Dan K.

  • Role: Sales Marketing
  • Industry: Machinery
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

The entire platform centers on customer experience

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

It is a powerful program that functions admirably on Windows, Mac, and surprisingly on cell phones and tablets. Webex Contact Center is different from others because it uses the latest technology for processing. For example, Machine learning, Artificial Intelligence, and Skill-based routing

What is your favorite aspect of this product?

Webex Contact Center dashboard provides live data, and enables me to send and receive supervisor alerts, historical reports, and various agent tools like performance tracking and scheduling

What do you dislike most about this product?

The default program picked by Webex is Internet Explorer, so if we prefer to use another browser, then we need to change the default browser just to use it

What recommendations would you give to someone considering this product?

Webex Contact Center helps to improve your customer satisfaction and loyalty score. It cal also help you with the first contact resolution. It includes multiple features to work properly

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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