Webex Contact Center
Cisco Systems, Inc.External reviews
169 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Idea, OK Software, Bad Management
What do you like best about the product?
I Like how powerful it is. basically if it fits your needs it will do you well. but that can also be its undoing.
Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities.
Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view
given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation.
Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities.
Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view
given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation.
What do you dislike about the product?
You basically need to work how cisco wants you to work. if you need to make canges then you will need to hire expberts and have a lot of dealings with cisco support. this is deffinatly not software i would reccoment to small and medium business this is for workplaceas with 500 plus users.
Integration or implimentation are difficault tasks that unless you are an expbert you will need external support.
Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual
Integration or implimentation are difficault tasks that unless you are an expbert you will need external support.
Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual
What problems is the product solving and how is that benefiting you?
It works well as a phone system. the reporting is a little to be desired.
An excellent all in one solution
What do you like best about the product?
It's a single unified system with all of the features required to get your contact centre up and run.
What do you dislike about the product?
It's a complete re-architecture from the ground up comapred to our previous solutions so we had to spend time to learn the most effective ways to use this new technolofy.
What problems is the product solving and how is that benefiting you?
1) Connecting our customers wtih the best possible agents available at that time
2) Ensuring all of our calls are fully compliant
3)Giving our customer a choice of different ways to communicate wtih us
2) Ensuring all of our calls are fully compliant
3)Giving our customer a choice of different ways to communicate wtih us
Makes case workflow much more efficient
What do you like best about the product?
I love this tool as it reduces the response time of our incoming calls and decreases the call abandonment rate. It also allows seamless integration of communications through various channels, providing a coherent and fluid experience for customers.
What do you dislike about the product?
I believe that customization, although possible, has proven to be limited in some aspects, which has made it difficult to fully adapt to our specific needs.
What problems is the product solving and how is that benefiting you?
If you're new, Webex Contact Center makes it easy to navigate and understand the system. Call recording and quality control have helped us train our employees better and in the areas that needed improvement.
Create a quality connection with your customers to know their opinions.
What do you like best about the product?
Simple configuration as all Webex tools, the voice quality is indisputable and connectivity is very complete, very little interference when contact is made, you can group a group of customers and serve them, it is a very neat program integrates very well with other Cisco services. It is customizable to the point of ordering the entire flow of incoming calls.
What do you dislike about the product?
We could have more access to integrations with other CRM services, the call statistics reports are very poor, the interface is a bit outdated, I hope they work more on the details.
What problems is the product solving and how is that benefiting you?
It is used for guided calls to our customers and between IT groups, it is also a good option for remote assistance, at all times we can track the calls that are made and work on better customer service. It is a multichannel system that meets everything we need in our organization.
Easy access log in to start calling
What do you like best about the product?
Reliable system that provides all the necessary data. It is easy to interect with different skill levels, both for incoming and outgoing dialing. The advantage is that it is easy to move from one contact to another. I like everything to be in one place.
What do you dislike about the product?
Webex Contact Center doesn't have many problems, it really depends on the stability of the Internet connection. But I don't like that sometimes you can experience one or two errors when logging in, but other than that it works very well.
What problems is the product solving and how is that benefiting you?
It is very easy to navigate and I feel that the request is approved in a timely manner. It also helps me Solve clients' everyday Internet, television and telephone problems. I also consider that the Webex Contact Center system it is very robust and can be designed for its entire contact flow structure.
I like the calls to come directly
What do you like best about the product?
I love how convenient it is to use and it doesn't take long to get used to. You also only have to be connected to the Internet to use it, no other systems are needed. And we can track the number of calls and provide provisions to know what they are for.
What do you dislike about the product?
It is always necessary to clear the browser cahce if it is not working properly. And I find the icons at the bottom to be a little small. In general it is good. But they need to improve overall performance.
What problems is the product solving and how is that benefiting you?
Easy to track and maintain call logs as well as additional information. We also solve the poor quality of call service using Webex Contact Center. And the best part is that it allows me to easily clock in, take breaks, and check out during all the necessary time of the day that I need.
I can help my clients solve all their problems and address all their needs
What do you like best about the product?
It's very easy to use and support responds quickly. And I like how easy the system is for those just starting a new career after Covid-19. It also provides me with many pre-designed reports. And what I like the most is how quickly it works and responds.
What do you dislike about the product?
I believe all tools and features are effective in transforming our support platform into self-service support. Since it has proven that all the tools and features provided by Webex Contact Center are useful and manufactured with the highest quality.
What problems is the product solving and how is that benefiting you?
Webex Contact Center provides me with quick and easy operational navigation with the modern design dashboard, The intelligent self-service platform allows the customer to self-diagnose the problem and resolve it quickly.
A one-stop shop for customer service and interaction
What do you like best about the product?
Our response speed is improved with Webex significantly. We implemented Webex Contact Center with a focus on security to strengthen our customer service infrastructure. Our platform is used by all of our important customer service departments and meets all of our security and compliance requirements.
What do you dislike about the product?
Integration Issues To ensure a smooth launch, we had to dedicate additional time and resources to resolve the challenges of integrating the platform with some of our current systems. It would be great if the platform had more outbound functionality, especially for proactive customer engagement, because it handles inbound interactions very well.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has substantially improved the security of our customer service in several aspects, which is a clear indication of our return on investment. Its robust security features make it an ideal choice for industries that have strict compliance requirements.
It has an easy-to-use interface and requires no coding experience
What do you like best about the product?
I am using this tool to call and send SMS to my clients who are located all over the world. Webex Contac Center is an economical and very easy tool to use and communicate with our clients. And once we leave the voice message, they respond and send SMS, it is a very useful tool.
What do you dislike about the product?
There is no displeasure in Webex Contact Center, since it is easy to use and for calling it is very useful. They have also improved it with the latest restructuring of the panel they have carried out.
What problems is the product solving and how is that benefiting you?
Webex Contact Center gives me ease of implementation, call quality and the good customer service they have. We perform all our pre-sales and after-sales services through this tool. Webex Contact Center is cloud-based, so it's fairly easy to deploy.
Webex improves our customer response and support
What do you like best about the product?
Webex strengthens our response time. To strengthen our customer service infrastructure, we prioritized security and adopted Webex Contact Center. The platform meets our diverse security and compliance needs and is deployed across all key customer service departments.
What do you dislike about the product?
I think a weak point is the expenses associated with initial training. There was a short adjustment time as officers need extensive training to understand and follow security protocols.
What problems is the product solving and how is that benefiting you?
Our customer service security posture has been greatly improved through the implementation of Webex Contact Center. Customer trust in us grows as a result of our commitment to data security and compliance, which in turn demonstrates our return on investment. Industries with strict compliance standards will find this a reliable solution due to its powerful security features.
showing 21 - 30