GoContact in Portugal is a company specialized in integrated solutions for Contact Centers (IPBX + Contact Center Software + Communications). GoContact's integrated Contact Center platform provides IPBX, IVR, Inbound / Outbound Services, Scripts, Tickets, Chat, CRM, Reporting /Analytics, Quality, E-learning, SMS, and Text to Speech.
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Webex Contact Center
Score 9.0 out of 10
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Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
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Pricing
GoContact
Webex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
GoContact
Webex Contact Center
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
GoContact
Webex Contact Center
Features
GoContact
Webex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
GoContact
9.4
Ratings
13% above category average
Webex Contact Center
8.0
Ratings
4% below category average
Agent dashboard
9.00 Ratings
9.20 Ratings
Validate callers
10.00 Ratings
9.00 Ratings
Outbound response
9.00 Ratings
6.20 Ratings
Call forwarding
9.00 Ratings
8.80 Ratings
Click-to-call (CTC)
9.00 Ratings
8.40 Ratings
Warm transfer
10.00 Ratings
8.90 Ratings
Predictive dialing
10.00 Ratings
5.60 Ratings
Interactive voice response
9.00 Ratings
8.20 Ratings
REST APIs
10.00 Ratings
8.10 Ratings
Call scripts
9.00 Ratings
8.70 Ratings
Call tracking
9.00 Ratings
8.50 Ratings
Multichannel integration
9.00 Ratings
7.50 Ratings
CRM software integration
10.00 Ratings
7.40 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
I definitely recommend this software, which has increased sales and our agents have been able to develop their work functions more fluently. Customer service has been improving little by little, allowing the barriers between consumer and agent to be reduced and better communication.
It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.
Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
The uptime is a big selling point of Cisco.
I feel supposed by Cisco in terms of new features/functionality coming down the line.
More on premise features integrated into the cloud solution.
Better documentation for pebble templates.
Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
Every user adapts quicky to the workspace and functionality but technically it should be easier to deal with the soft phone configuration. Team Leaders and Business Managers can get all the information they need to make decisions with a high level of usability. GoContact should think about bringing their software to an app version like their competition is doing.
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
Their support was in fact an extension of my team since day 1 and helped us in a big way with training, set up and solving operational doubts and issues in a fast and truly interested way. Personally, I had an account manager 24/7 at my disposal without any additional charge or something. They also care about our business and provide tips so we can get better results.
Since I was looking for a solution that allowed me to move about 50 door-to-door sellers to remote telemarketing work I needed a solution that was easy and fast to set up and to manage from a distance. GoContact is a leader in massive outbound solutions and very well recommended by people in my network.
Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.
No Capex required for this solution (which makes our CFO very happy)
Digital channels are builtin and therefore very easy to deploy
The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded
