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.
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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
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?
Pros
- Performance Enhancing
- Reliable
- Effective Service
- Helps Innovate
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 IT Administration
Ease of Implementation
Quality of Features
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Availability and Quality of Training
Vendor Support
Ease of Customization
Business Value Created
Product Strategy and Rate of Improvement
Webex Contact Center Reviews
Obaidul R.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2023
Fantasy in Collaboration
Likeliness to Recommend
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
Submitted Jan 2023
Easy-to-configure customer experience widgets
Likeliness to Recommend
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
Submitted Oct 2022
The entire platform centers on customer experience
Likeliness to Recommend
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