Efficient Cloud-Based Communication, Complex Setup
What do you like best about the product?
I like how Webex Calling can automate call routing and integrate smoothly with our back end and the API. It enables cloud-based communication for remote teams, helping them stay connected with the rest of the team. It also supports our ticketing process, centralizes communication in one place, and makes it easier to scale so we can reach more people without needing a strong network connection.
What do you dislike about the product?
The call routing configuration feels a bit complex, especially when I’m trying to set up automation. It often seems like I’m doing a lot of work just to automate something, to the point where I might as well handle it manually. I also wish it offered stronger developer APIs and clearer, more straightforward documentation. The initial setup wasn’t extremely difficult, but it wasn’t exactly easy either.
What problems is the product solving and how is that benefiting you?
I use Webex Calling to replace physical office phone equipment, since it provides a cloud-based solution that helps our team stay connected while working remotely. With a strong internet connection, it helps us avoid network-related call issues, integrates smoothly with our backend systems, and automates call routing so calls get directed to the right place without extra manual effort.
Highly Reliable, Needs UI Refinement
What do you like best about the product?
I like Webex Calling because we face fewer issues like call drops or latency compared to other platforms like Google Meet or Microsoft Teams. It works great within the same network, and it's handy since after COVID, we've shifted to virtual meetings where reliability is key. Scheduling, recording, and maintaining meeting records are easy on Webex Calling, and the setup is as simple as any other software, not complicated, which means anyone can do it.
What do you dislike about the product?
They can definitely work on UI. Like, Zoom or Microsoft Teams have the best UI, I think. They should concentrate more on UI, UX. And, lately, they have improved a lot much, but there is still a lot of work to be done.
What problems is the product solving and how is that benefiting you?
Webex Calling makes scheduling, recording, and maintaining meeting records easy and improves call quality with fewer call drops and latency issues. We switched from Microsoft Teams for a better calling experience on the same network.
Easy International Calling, Great Support
What do you like best about the product?
I like that Webex Calling is easy to use and easy to implement. I can connect from anywhere, whether it's my phone or my laptop.
What do you dislike about the product?
I had some issues with logging in, which made the initial setup quite challenging, especially with passwords. But these were quickly solved by the support team.
What problems is the product solving and how is that benefiting you?
I can call internationally without using my own phone network. It's easy to use, implement, and connects from anywhere on my phone or laptop.
Virtual training has supported collaborative learning and now needs a simpler and clearer interface
What is our primary use case?
We typically use Webex for meetings to train in web development, business analytics, and cybersecurity, as the training platform was hosted on Webex and we used it for video calls as well.
Our first call on Webex ensured all of us met together and knew the people who succeeded in joining the cohort. The next one was a gathering, so we used Webex to call and connected individually with the trainers, who trained each of us using Webex.
Since it was an IBM meeting, I believe IBM uses Webex as their go-to for such meetings, and it helps our meetings run seamlessly.
What is most valuable?
Webex is more similar to Zoom, but I feel it has some extra features, offering a good user experience for those who use Slack.
Overall, it was good, especially for calls, with connection quality being very acceptable, and it has features that enabled us to communicate effectively, giving it a Microsoft Teams vibe. I can always recommend Webex to companies looking for a better alternative to Google Teams, especially since it probably does not consume as much data as Microsoft Teams.
Webex works well with Cisco, and Cisco devices work seamlessly with Webex.
What needs improvement?
Webex can be simplified in terms of user interface, where many features should be displayed in a compact view, with similar features grouped together and a minimalistic design helping users understand what each button does.
If specific features are not needed, they should not distract you, and some features should appear as sliding elements for ease of access.
Additionally, connecting to Webex can be technical, and it would be beneficial to have a way to connect anonymously using a simple code instead of going through microphone issues.
For how long have I used the solution?
I have been studying web services since 2019.
What do I think about the scalability of the solution?
I hope Webex can handle scalability well, but during our call, we were not yet up to 20 people, and I cannot say for certain. However, I believe Webex should be performing fine scalability-wise since when we called, we should have been more than 20 in the call together.
What other advice do I have?
My advice to others looking into using Webex is to go ahead, as it fits organizations that work with a set of teams. I gave this review a rating of 7 out of 10.
Easy interface and integrations with Google and Microsoft that make work easier
What do you like best about the product?
Easy-to-use interface and integrations with Google and Microsoft
What do you dislike about the product?
Your program is heavy for low-resource devices.
What problems is the product solving and how is that benefiting you?
Internal communication and development of work groups for projects and follow-ups
Most Effective Communication Tool—Easy to Learn with a Simplified UI
What do you like best about the product?
This has been the most effective tool for communicating in our organization. It is very easy to learn and use. I love its simplified user interface that has many great features in it.
What do you dislike about the product?
Nothing to dislike about it. We are looking forward to see updates.
What problems is the product solving and how is that benefiting you?
Communication to other workers in our organization is now solved.
Using Webex
What do you like best about the product?
-The audio sound is good.
-It automatically records the attendance.
-It allows break rooms
-It has a calendar
-It has whiteboard where you can write
-It has a profile where you can edit
-You can use direct messages to chat with people
What do you dislike about the product?
- To create an account with Webex if you don't want to be labelled unverified.
What problems is the product solving and how is that benefiting you?
-It is easy to communicate and to use it.
-When you join the class late, it has an AI assistant which can provide a summary of what people discussed before you joined.
Easy to Use, Great Webex Meetings Integration—Calls to Any Device
What do you like best about the product?
call to any device
very good integration with webex meeting.
easy to use
What do you dislike about the product?
Their mobile app is not that great, have seen issues with the app responsiveness.
What problems is the product solving and how is that benefiting you?
Allowing reps to call to customers directly from their laptops and the experience remain seamless when they have to call from mobile. Its integrated with CRM salesforce to allow easy opportunity closure
Reliable Cloud Telephony Platform for Enterprise Communication
What do you like best about the product?
As the IT Infrastructure Manager at a mid-sized professional services firm with 120 employees spread over three countries, the best part about Webex Calling is that it brings all our communications together seamlessly within the Cisco ecosystem.We moved from an old on-premise Cisco Unified Communications Manager (CUCM) setup to Webex Calling, and the switch went surprisingly smoothly because they work well together.The Control Hub has really changed how we handle admin tasks. I can set up a new user with a direct inward dialing (DID) number, put them in the right call queue, and get their desk phone or softphone ready all in less than 90 seconds. Before, this used to take our team 2-3 days, dealing with manual switch configurations and MACD requests.The single-number reach feature has gotten rid of the hassle of saying "call me back on my mobile" for our consultants who are always moving between offices and client sites.I really value the quality of service controls that work at the network level. We set up Webex Calling with our Cisco Meraki SD-WAN and made sure voice traffic gets priority. This way, we experienced almost no jitter or packet loss, even when the network was busiest.The platform’s redundancy setup, which switches automatically to cellular backup on our Cisco 8800 series desk phones, kept our phone system up and running without a hitch during a recent regional ISP outage.This isn’t just any cloud PBX; it’s a carrier-class solution built for enterprise use.
What do you dislike about the product?
Webex Calling has its strengths, but when you use it on a larger scale, a few operational challenges start to show up.Moving existing toll-free and local DID numbers from different carriers took way longer than we expected. Cisco's porting team did a good job, but coordinating with the old providers and the Webex Calling system meant a lot of manual follow-up. Some of the ports ended up taking more than 30 days to finish.This led to a temporary hybrid state where we had to keep both systems running.The analytics and reporting features in Control Hub work fine for simple troubleshooting, but they don’t offer enough detail for more complex contact center tasks.We had to add a third-party call analytics platform to Webex Calling to get detailed stats like average speed to answer, abandonment rates by queue, and agent occupancy—basic KPIs that really should be built-in.The Webex App softphone client uses a lot more system resources compared to other options like Microsoft Teams Calling or Zoom Phone, which can cause performance issues, especially for users with older laptops.We handled this by setting minimum hardware requirements, though it ended up being an unexpected cost for buying new equipment.The licensing SKUs are still way too complicated. Figuring out the differences between Webex Calling Professional, Standard, and all the add-on packs like call recording or contact center features basically means you need a spreadsheet just to make sense of it.
What problems is the product solving and how is that benefiting you?
Webex Calling is tackling three big business issues: first, the high maintenance costs of old on-premise phone systems that are no longer supported; second, the challenges of running operations smoothly when teams are split between home and office; and third, the problem of having mixed-up caller ID and a patchy user experience across different countries.Our organization stands to gain a lot in measurable ways.We cut costs by getting rid of four physical CUCM servers, three old gateways, and two PRI circuits in our London, New York, and Singapore offices.Switching to a purely OPEX model cut our yearly telephony costs by about 42%, even when you include the Webex Calling licensing fees.We also cut more than $25,000 a year by getting rid of maintenance contracts with our old hardware vendor.Our employee onboarding and offboarding processes now move as quickly as software changes.By connecting Control Hub API with our Workday HRIS, we automated the user lifecycle management process.When HR ends an employee’s role in Workday, Webex Calling quickly takes care of things by removing their extension, putting their DID number back into a pool, and cutting off their softphone access all within 15 minutes. Before, this used to need a manual IT ticket and could take a couple of days.This has really cut down our security risks.We set up dial plans based on location and made sure the outbound caller ID stays consistent everywhere.When a consultant calls from our Berlin office, the German office number shows up, and if they’re calling from the Dubai office, the UAE number appears—no matter if they’re on a desk phone, laptop, or mobile app.Keeping things consistent has helped us boost our first-contact rate with prospects by about 18%, and it has also cleared up any confusion clients had about which office was managing their account.When a bad storm shut down our New York office for three days, all 45 team members there kept working without missing a beat. They were able to make and take calls using their Webex softphones and mobile devices just like they were sitting at their desks.We didn’t have to run any disaster recovery plan because the system just worked without a hitch.This resilience is built right into our infrastructure, not added on later as a costly extra.
Collaborating in hybrid incident calls has become faster while the meeting interface still needs fixes
What is our primary use case?
Webex is primarily used for conducting video meetings. We use Webex for conducting all kinds of meetings, including stand-up meetings, project discussions, and incident ticket discussions. For these activities, we schedule meetings through Webex and group together to discuss matters.
Since we are a production support team, we meet frequently in our hybrid work environment. Whenever we have incidents or production issues, we use Webex to set up ad hoc meetings.
What is most valuable?
The best features are the ability to schedule meetings and launch ad hoc meetings. Additionally, we can create breakout rooms within the meeting itself, which is another excellent feature.
Whenever we have production issues, many teams join a single Webex call. Sometimes we need to group together as separate smaller groups and work in parallel to identify the production issues. In those cases, we create Webex breakout rooms and each member joins the corresponding breakout session to progress on their task.
Webex helps significantly in the hybrid environment. When we are working from home, it is very easy for us to meet with other team members and the management to get in touch and progress.
Webex improves communication because even if we are working from home, we can connect with people and talk to them on a video call. It has improved the incident resolution time by getting into a call in Webex rooms and remediating the issues together as soon as possible.
Audio and video quality is excellent for Webex.
It has saved considerable time in terms of incident remediation. Whenever we have issues, we jump on a call and work together in parallel. This approach saves time and improves efficiency.
What needs improvement?
Webex can be improved in terms of better user experience. Sometimes I experience glitches that can be fixed.
One of the pain points with the interface is that sometimes it gets stuck when launching or starting a room. Even if I click to start a room, it will get stuck for a while.
Webex is generally stable, but there are still areas of improvement in terms of starting or launching Webex rooms. Occasionally, glitches have been experienced.
For how long have I used the solution?
I have been using Webex for the last three years.
How are customer service and support?
I never talk to the customer directly. Regarding customer support, we have an internal team and sometimes they escalate the issues to Webex customer care.
Which solution did I use previously and why did I switch?
We previously used Microsoft Teams and switched to Webex because it is the enterprise standard in this organization.
Which other solutions did I evaluate?
We checked with Microsoft Teams as well, but we decided to go with Webex because this is the enterprise standard in our organization.
What other advice do I have?
Webex is one of the great tools in the industry for video calling capabilities. However, there are still areas of improvement. Webex is one of the best tools in the market for video calling capabilities, plus it also supports chat support. I would rate this product a seven out of ten.
