Khoros Service offers omnichannel engagement on publicly available channels like social, digital, chat, and voice, as well as owned online communities like Khoros Communities. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots and human agents. Customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters, and the robust agent desktop solution…
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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
Khoros Service
Webex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros Service
Webex Contact Center
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
Pricing is variable based on the needs of the customer.
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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.
Tagging system - it's possible to add a wide variety of labels and categories
Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
Easy system for assigning conversations to other users
When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
I would like to be able to see deleted comments/tweets so we can look into the issues.
I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.
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.
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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.
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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.
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact Center was also able to integrate with the CRM packages which we use internally (without the use of a 3rd party connector).
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
