Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.
Webex Contact Center
Cisco Systems, Inc.External reviews
169 reviews
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External reviews are not included in the AWS star rating for the product.
Omnichannel features have improved collaboration and now provide smoother virtual meetings
What is our primary use case?
What is most valuable?
The best features of Cisco Webex Contact Center are the ease of use. The platform has pretty standard features, but it is definitely easy to use. The impact of the omnichannel communication on customer experience consistency is quite good.
What needs improvement?
I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.
For how long have I used the solution?
I have used Webex for probably about five years.
What do I think about the stability of the solution?
There are not a lot of issues with it.
How are customer service and support?
I would rate the support or customer service with Cisco an 8. When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect.
Which solution did I use previously and why did I switch?
We switched from Polycom.
How was the initial setup?
The initial setup for Webex was straightforward.
Which other solutions did I evaluate?
The main differences I have seen between Polycom and Cisco Webex Contact Center is that Webex is a newer platform, which gives more capability such as raising your hand and more options on the client. It provides a smoother virtual meetings experience.
What other advice do I have?
We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.
Reliable and Feature-Rich Contact Center with Room for Optimization
What do you like best about the product?
I really appreciate how Webex Contact Center offers a clean and intuitive interface, making it easy to manage customer interactions smoothly and efficiently. The real-time analytics and AI-driven insights are valuable for enhancing agent performance. However, I have noticed that there is still some room for improvement in terms of system responsiveness, especially during peak hours.
What do you dislike about the product?
At times, the platform seems somewhat sluggish when managing high call volumes, which can impact workflow efficiency. Furthermore, I find that the customization options for reports and dashboards could be more adaptable to better accommodate particular business requirements.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has made it much easier to manage customer communication by bringing calls, chats, and emails together on a single platform. This centralization has helped reduce response times and minimize confusion. As a result, overall customer satisfaction has increased, and collaboration within the team has become noticeably smoother and more efficient.
Outstanding Analytics and Team Monitoring, Though Support Can Be Slow
What do you like best about the product?
About Webex contact center I like its analytics and reporting parts, not only that but its ability to monitor the team performance is the overall best feature.
What do you dislike about the product?
Sometimes there are some difficulties dealing with customer support for quick issue support but overall it stands out as compared to other vendors.
What problems is the product solving and how is that benefiting you?
I have done smooth migration which I really appreciate other than that it has solved the issue for remote staffs work as they can access the features remotely like a office staff.
User-Friendly Platform with Excellent Customization and Standout Features
What do you like best about the product?
I really appreciate how user-friendly their help center is, and I found the admin panel straightforward to navigate. The platform provides excellent customization options, and the bookmark feature truly stands out. Additionally, it makes integrating multiple fonts simple and convenient.
What do you dislike about the product?
Overall, my experience was positive, and I truly have no complaints. I can't think of anything I dislike about this platform, as the service provided is excellent.
What problems is the product solving and how is that benefiting you?
The call management tools are highly robust and have proven invaluable for our company. We've noticed a marked increase in productive conversations, and overall, it has made our workflow much smoother than with any other platform we've used.
Transcription Feature Saves Time and Boosts Contact Center Efficiency
What do you like best about the product?
I appreciate the transcription feature, as it greatly reduces the need for manual note-taking and serves as an excellent reference after calls. This benefit leads to shorter conversations, enabling agents to assist the next customer more efficiently.
What do you dislike about the product?
I have no complaints; this is an excellent analyzer that delivers detailed information, helping us save both time and money. Our experience has been genuinely positive, as it has made a significant difference by improving contact center visibility and simplifying the process of making changes.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. The platform integrates social channels and chat, which makes it fast and convenient for customers to connect with an agent and get the information they need. This capability is crucial for handling all calls, managing users efficiently, and ensuring we deliver the best possible experience.
Webex Contact Center makes it easy to manage and track customer conversations
What do you like best about the product?
I appreciate how simple it is to set up workflows, manage them, and implement changes without disrupting the production system. The user interface is intuitive, which has made onboarding new users straightforward for our team. Additionally, it enables us to centralize and handle customer calls more effectively, minimizing our reliance on multiple tools.
What do you dislike about the product?
Webex Contact Center provides all the features and services necessary to support our diverse range of clients. I have no complaints about this platform; it has made it much easier for us to stay organized, particularly when handling several clients simultaneously.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. It has become a vital part of our organization, allowing us to handle all incoming calls, manage users efficiently, and ensure we deliver the best possible service to our customers.
Excellent Reporting and Easy Workflow Management
What do you like best about the product?
One aspect I appreciate most is the reporting feature. The reports offer a clear overview and assist us in identifying and resolving issues. They also supply managers with the information necessary to make informed business decisions. Additionally, I find it convenient that setting up and managing a workflow is straightforward.
What do you dislike about the product?
Thanks to its comprehensive reporting capabilities, I am able to locate nearly any data I need, which has been a perfect fit for our requirements. I have no criticisms of this platform; the user experience has been exceptionally valuable for our organization.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has become an indispensable tool for handling all incoming calls, overseeing users, and ensuring an excellent experience for each of our customers. It enables supervisors to efficiently manage their agents from one centralized platform.
webex contact center
What do you like best about the product?
webex is software where we van used to share remote access to troubleshoot .we can also transfer file from one pc to another and it is Highley secure due to we are using this tool in our organisation to transfer file and provode support from remote place.
What do you dislike about the product?
whole sharing screen on webex it is not showing full screen due to some time leads time to identify issue and read content.
What problems is the product solving and how is that benefiting you?
To transfer file from remote location to local location with security. Also we can access remote system and we can troubleshoot the issue.as we are support team where on everyday basis we can access to provide support then we can use webex to providing support .
WebEx contact center in a nutshell
What do you like best about the product?
I've been following, implementing and using WebEx Contact Center over the last few years. I am impressed with the ease of use and how easy it is to implement this. It's a breath of fresh air having had experience with on prem solutions. The features that have been added in the last year is impressive, it's very clear Cisco are putting a lot of effort in this and their AI capabilities are working really well. I'm also impressed with how easy it is to integrate with 3rd party applications.
What do you dislike about the product?
Cisco could do a better job on the customer support side of things. Sometimes it feels like the TAC teams and the partner help desks don't appreciate the speed with which things need to be done. Processes can feel a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are currently migrating our on prem Cisco customers to WxCC and also we're migrating some customers coming from another technology to WxCC. Customers are mainly looking to increase the ease of use, add different channels and increase customer and agent experience as well as lowering cost
Cloud simplifies deployment and expansion but needs more third-party options
What is our primary use case?
The primary use case for Cisco Webex Contact Center, due to its cloud-based nature, eliminates the need for complex server configurations and management. It offers easier expansion. I typically choose it over traditional contact center solutions for these benefits.
How has it helped my organization?
Faster Deployment & Go-Life & Faster Expansion
What is most valuable?
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.
What needs improvement?
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations
For how long have I used the solution?
I have experience selling Webex Cloud Contact Center for something like 2 years.
What do I think about the stability of the solution?
The stability of Cisco Webex Contact Center is rated nine out of ten.
What do I think about the scalability of the solution?
Cisco Webex Contact Center is highly scalable, rated nine out of ten.
How are customer service and support?
The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten.
How was the initial setup?
It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before.
What was our ROI?
Cisco Webex Contact Center allows for fast go-live and offers easier expansion compared to traditional contact center solutions.
What's my experience with pricing, setup cost, and licensing?
The price of Cisco Webex Contact Center needs to be revised a little bit.
What other advice do I have?
It can fit large customers as well, but due to the lack of local cloud options in Saudi Arabia, it currently fits more for private SMB customers. Overall, I rate this solution seven out of ten.
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