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.
This Platform is the Game Changer in Communications
What do you like best about the product?
The establishment of a smooth calling option, that warrants better division and timing from the customer help is one of the basic factors. More so, the distinction of new integrating features, where they all create a consistent form of customer support is also a fundamental part of the software.
What do you dislike about the product?
There are multiple preferences from this software, and they all focus on making rational communications and increasing the level of satisfaction for companies. Besides, the development of new ticketing options makes the aspect of using the software simple.
What problems is the product solving and how is that benefiting you?
The direction that all calls make from this software are constant, very screened, and no possibilities of making losses. Besides, the development of new session boarders, which allows the screening process to be effective is something that authenticate the conversations that users make with all players.
Seamless Integration with CRM Systems
What do you like best about the product?
The seamless integration of Webex Contact Center with CRM systems is a standout feature. The platform's ability to sync customer data, interactions, and support history directly with our CRM system streamlines our workflow. This integration ensures that agents have access to comprehensive customer information, allowing for more personalized and efficient interactions.
What do you dislike about the product?
The CRM integration is effective, having more flexibility in data mapping and synchronization would be beneficial. This would allow us to tailor the integration to our specific CRM configuration and optimize the flow of information between systems.
What problems is the product solving and how is that benefiting you?
Webex Contact Center addresses the challenge of disconnected customer data in the support process. The seamless CRM integration ensures that our agents have a complete view of each customer's history, leading to more informed and personalized interactions. This has improved our customer relationship management and overall service quality.
Great hosted solution for a call center
What do you like best about the product?
drag and drop availability for creating call centers
What do you dislike about the product?
administration needs some improvement and integration
What problems is the product solving and how is that benefiting you?
hosted solution. lots of call center features with reporting
Really good tool and less expensive for automated routing of calls
What do you like best about the product?
It captures the call center details in simplistic way. The dashboard gives the live status of agents. Easy to develop routing solution.
What do you dislike about the product?
Should accurately show how many calls are made for the day.
What problems is the product solving and how is that benefiting you?
Perfect call management with almost zero errors. It shows our team leads if we are on a lunch break or unavailable.
the perfect solution to optimize your communications
What do you like best about the product?
What I love most about Webex Contact Center is its intuitive and easy-to-use interface. It doesn't matter if you are a beginner or a technology expert, this program guides you step by step so that you can get the most out of each of its features. Another feature that fascinates me about this program is its ability to integrate with other systems in the organization. This was necessary for ourselves, because we have been able to centralize all the information and manage it efficiently. This allowed us to save time and avoid redundant errors.
What do you dislike about the product?
Regarding what bothers me, I can mention that I have had certain occasional technical problems. However, I must highlight the immediate response and solution from the supplier. They were continually accessible to help us solve any problems, which gave us a lot of peace.
What problems is the product solving and how is that benefiting you?
Without a doubt, Webex contact center was a necessary instrument to solve problems in our organization. Because of this program, we have significantly improved our efficiency in communications with our own consumers and have been able to provide better service. I can't imagine what our company could be like without him.
Works perfectly for our 24/7 customer support
What do you like best about the product?
I most appreciate the ability to sequentially forward incoming calls, with calls immediately documented and cases automatically fill with the right information.
What do you dislike about the product?
Creating custom reports beyond the stock templates is not that intuitive.
What problems is the product solving and how is that benefiting you?
With increase in volumes with our clients we needed to be remote and active on the phones for support and Webex Contact Center helped with that.
Transforming my digital marketing administration with Webex Contact Center
What do you like best about the product?
What I love most about Webex Contact Center is its extensive range of features. From the moment I started using it, I realized its ability to centralize each communication and provide a collaborative and efficient environment. The ease of managing calls, emails and chats in a single platform allowed me to save time and avoid the dispersion of information. Additionally, integration with other Cisco tools, such as Webex Teams, has further enhanced real-time engagement. Another notable feature is the Webex Contact Center customization functionality. The platform adapts perfectly to the specific needs of my team and allows me to establish personalized workflows. I can conceptualize rules and automations to manage contacts more efficiently, which has significantly improved our productivity and allowed us to focus on strategic points.
What do you dislike about the product?
Regarding what makes me angry, I must mention that at times it experienced some complexity when struggling with the initial learning curve of the platform. Although it provides extensive documentation and technical support, consider that greater attention to usability and a more intuitive interface could make the adoption process a more dynamic experience.
What problems is the product solving and how is that benefiting you?
Webex Contact Center was essential to solve various problems in my role as Digital Marketing Manager. Due to its real-time study and reporting capabilities, it has been able to make more informed and strategic choices. In addition, the tool has improved our ability to provide more efficient and personalized buyer service. The denominated queuing capacity allowed us to distribute the work equitably and reduce the waiting time for consumers.
The ultimate solution for managing customer communication.
What do you like best about the product?
Contact Center is the ultimate solution to provide the best contact to customers. It offers an elegant control panel whereas agents we can manage all the software, also in its interface offers predictive dialing, we can track all calls coming into the contact center, it is seamlessly integrated with CRM software, has integrated an interactive voice response with excellent artificial intelligence, and in the package I also want to highlight the multichannel integration. This software also allows us to manage live reports, and perform analysis on all incoming and outgoing calls, it is also possible to conduct customer surveys to find out if they are satisfied with the services offered in the company. Options such as screen sharing, live chat and text messaging is another option that I want to highlight of the product as it greatly facilitates the connection with the customer.
What do you dislike about the product?
There is currently no mobile version I think this is a defect of the service, the reports although useful are complex to use. It is an expensive solution especially for small businesses, the application was designed for medium and large companies, communications with users in other countries often have errors sometimes hang up having to redo the call, the chatbot is not very intuitive can be improved.
What problems is the product solving and how is that benefiting you?
We saw the need to improve our commercial results, so we implemented this software to achieve better sales conversations and better contact with the customer to offer and provide our services, we can manage and control the performance of agents, and it has also been possible to make hires using the tool. From the cloud we have taken control of operations management freeing up a lot of workloads in the process, as artificial intelligence acts efficiently and improves performance. We also use the web-based portal for reporting and analysis.
Will be powerful
What do you like best about the product?
The Cisco contact center is incredibly user-friendly for agents. The web-based agent application can be accessed on any PC without the need for software installation.
Furthermore, the historical and real-time reports are truly impressive as they assist in making immediate decisions based on the queue occupancy for customer support.
Additionally, it allows for multiple contact channels for clients, including chat, email, Facebook, in addition to the traditional inbound and outbound voice channels.
Furthermore, the historical and real-time reports are truly impressive as they assist in making immediate decisions based on the queue occupancy for customer support.
Additionally, it allows for multiple contact channels for clients, including chat, email, Facebook, in addition to the traditional inbound and outbound voice channels.
What do you dislike about the product?
I have absolutely no grievances or complaints about this phone system.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has enabled me to do away with my old physical equipment. the solution is much easier to manage.
Implementation engineer for webex calling
What do you like best about the product?
I like all of the new API's, integrations that are either out or roadmapped for contact center
What do you dislike about the product?
it is still relatively young, on prem UCCX is still a better solution
What problems is the product solving and how is that benefiting you?
Not having to deal with maintenance of UCCX
showing 41 - 50