I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product.
Webex Contact Center
Cisco Systems, Inc.External reviews
169 reviews
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Stellar phone system
What do you like best about the product?
The option to call in, call via phone are really good. The product is backed by unparalled support. Easy to see how many calls in queue.
What do you dislike about the product?
So far so good nothing has turned me off to using the contact center yet.
What problems is the product solving and how is that benefiting you?
Dispatching and problem solving. Working from any location. Contact center routing and employee tracking.
The Committed Platform for Contact Calls
What do you like best about the product?
Reliability is a resourceful factor that this software has made, and it brings the right procedure for calls through the establishement of different features. Besides, there are guides in the form of templates the developer creates, and they all result to a smart and easy way of use. Further, the openness of this software makes every process effective, where sharing and integration is made rationally.
What do you dislike about the product?
There are multiple guidelines from the software, which brings it to the class of simplicity and efficiency, without no complaint.
What problems is the product solving and how is that benefiting you?
The establishment of the right call structures from the software is something that exceeds all the companies demands. More so, the presence of an instant call response, which brings creativity and consistency is another objective feature for this software. There is timeliness in case a single challenge is raised, brining satisfaction for all players.
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.
Webex Contact Center is the next best thing
What do you like best about the product?
Webex Contact Center is much easier to user for the smaller call centers that do not need a full solution. It is very easy to integrate and manage.
What do you dislike about the product?
The feature set of Webex Contact Center is not fully matured, but features are being added actively.
What problems is the product solving and how is that benefiting you?
It allowed us to deply a contact center for our helpdesk very quickly and did not have to have all the additional infrastructure needed for UCCX.
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.
A low-priced product that offers great scalability options
What is our primary use case?
What is most valuable?
The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things.
What needs improvement?
With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop. With Cisco Webex Contact Center, only one screen works when I try to share the screen, making it the area where improvements are required. With Cisco Webex Contact Center, when I use the screen's sharing capabilities, I am stuck on one tab and can't view everything at once.
For how long have I used the solution?
I have been using Cisco Webex Contact Center for two and a half years. I use the solution as a regular platform. My company serves as a distributor of Cisco products.
What do I think about the stability of the solution?
There are some network issues at times, but not anything from Cisco Webex Contact Center's end.
What do I think about the scalability of the solution?
As a distributor and promoter of the product, I rate the product's scalability a ten out of ten.
My company has 4,000 users of the solution. Internally, at times, my company uses Microsoft Teams, but with our partners, we use Cisco.
How was the initial setup?
The product's initial setup phase is very easy. The product's initial setup process is easy since our company has an IT department that deals with the provisioning part for us, so we don't face any difficulties.
The solution is deployed on the cloud.
Without our company knowing, the solution's help desk accesses our network and website, which then takes care of the deployment for us.
What's my experience with pricing, setup cost, and licensing?
Price-wise, it is a cheap product, especially when compared to Microsoft Teams.
What other advice do I have?
When I use the product, I don't face any troubles, but it is difficult to use
The integration of the product with Microsoft Teams should be proper. There is a need to have people who can properly deploy or take care of the integration of the product with Microsoft Teams so that both products get synchronized.
I rate the overall tool a ten out of ten.
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