Webex Connect vs. Webex Contact Center

Webex Connect is a necessity for many of our clients, and we have observed that their whole infrastructure is built around it. This proves to be more helpful, when you are working across platforms across multiple apps. Apart from that, managing client onboarding in projects, auto responders, creating channels, creating automated flows, pushing updates to keep them in loop, are some of the features that we use on a daily term. For me, Automation of flows was relatively new, and to see it in action for the first time was an incredibly new experience. Especially the part where I did API integration for our internal chat module.

Incentivized

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.

Incentivized

• Bot to execute aswers with functions to address diferent scenarios
• Ability to integrate with Apis to bring information to the users
• Connectivity With variety of Channels (Whatsapp, Facebook, E-mail, etc).

Incentivized

• 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.

Incentivized

• A high end application UI suffocates on low end hardware, so a "lite" version should be there
• SDK integration is messy for starters

Incentivized

• Better integration with Webex Calling.
• 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.

Incentivized

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.

I would rate a solid 9 in case of usability as it does its work perfectly without any lacks and delays, we are using it for almost 3 years now and have not faced any major bug or issue with it. along with that it's easy to construct a Flow end to end where you just drag and drop icons to make the nodes working together with each other and as well as its learning curve is very simple and can be used by a non tech person also.

Incentivized

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.

Incentivized

Webex Connect has a great user interface and multiple client handling capacity, which makes it stand out from the competition. They also have support from Cisco teams, which is a game changer in this field. They have way more advanced systems than other companies.

Incentivized

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.

Incentivized

• Customers are more satisfied
• Agility to Post Sales requests
• Cost Reduction because we answer less voice calls
• Reports can be improved

Incentivized

• 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

Incentivized