Webex Connect is useful for us to bring some new functions to our Customer Service. We already have voice IVR do answer voice calls and now with Webex Connect is possible to bring the menu and informations to other media (WhatsApp and Chat) and it help our customers to solve their problems without make calls us.
Pros
A good Omnichannel with (Social Media, Chat, E-mail)
Chatbot that bring the answers to our customers
Flow Builder with Cards that are interconnected
Cons
Integrations could bring some challenge
Analytics reports in not easy to use
The flow builder in the Webex Connect is different from the Flow of the Webex Contact Center and it can make some confusion
Likelihood to Recommend
Our main use of Webex Connect is for Customer Support with seft service Flow that are based in our Delivered Services to our Customers. The Whatsapp is the most used message tool and bring the relevant information to the customer over a chatbot is a very good advantage and bring quality to our Post Sales acitivities.
We started to use Webex Connect internally to address the Frequent Asked Question for the users in the company. Our goal is to reduce the tickets and the calls to solved the most commom problems and with Webex Connect is possible to create Bots and specific flows that solve this using the Whatsapp plaftorm to receive the requests.
Pros
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).
Cons
The Reports in the Analytics can be improved to have more option and customizations
The Flow is different from the Webex Contact Center and I think that it is more hard to implement
Integrations with Third Party APis is challenging
Likelihood to Recommend
As we need today to used more digital Channels, Webex Connect is the tool that bring the most used channels to user internally with our employes and also to improve our Customer Service. It have strong features solve common questions of our users with Bot in our digital channels and also solve E-mails Queues. If more complex features are required, I think that is not a good option.
Webex Connect has been a game changer for us as an organisation, they have helped us in solving multiple business problems including some compliance and security related problems too . They have provided us an Amazing support with the customer Engagement and Connections between teams and clients. As a result we have saved a lot on customer Acquisition costs and as well as Manual task automation.
Pros
Customer engagement
Multi channel communication
Analytical information and Dashboards
Cons
Costing
Learning curve
User interface and smooth browsing experience
Likelihood to Recommend
I would definitely suggest Webex Connect to my colleagues as it's is one of the best platform for businesses and has the right direction and potential to help communicate between customer and support teams. It has a really good interface and smooth integrations with other apps and services, they also provide multichannel support including SMS, email, WhatsApp, RCS, and social media messaging, allowing businesses to engage customers on their preferred channels. Which is a relatively better than competitors.
I have been a user of Webex Connect for ages, but especially talking about Flash, I have been using it since 2023, and I feel that we are getting everything that we can get in such a product. They are efficient, reliable, and fast to use. I have been using it for connections between teams and clients, which is the main business problem it is solving for us.
Pros
Security and API access.
Instant Messaging.
Great User interface.
Great integrations.
Cons
More connections.
More personalized service.
I integrations.
Likelihood to Recommend
I feel that Webex Connect has always been a great companion for me and our company's teams. They have provided us with exceptional support and significantly improved our business communication with our teams and clients, which is directly reflected in our business numbers.
As per my Experience, Webex Connect is a Great communication and collaboration tool that’s part of the Webex family, designed to help teams stay connected and work together more efficiently which is helping us a better and efficient communication between our internal stakeholders as well as our clients and customers.
Pros
Webex Connect offers chat, voice calls
Video Conference and sharing
Large scale meetings
Secured and safe
Cons
The ability to interact with this application via a smart phone needs some improvement
Integrations
AI Integrations and deployments
Likelihood to Recommend
Sometimes while using it we found it less responsive, glitches and server errors. That can be definitely improved for sure they can definitely improve on latency and loading of data can be more smooth as per my opinion, rest everything is okay. It does its job perfectly, and I am happy.
Our company provides support services to customers who have maintenance contracts. Communication needed to be modernized to meet new contractual requirements, part of this modernization involves service with digital channels. WhatsApp is a mandatory customer service channel to provide 24x7 support services. Webex Connect was an excellent tool that allowed us to integrate new digital channels into the same existing service flow without needing to replace the call center platform.
Pros
Unique Broker for META communication
SMS and MMS channels
Flow Builder for easy and quick deployment
Cons
Pricing Model is too complex
More enterprise CRM connectors ready to be deployed
Bundle of committed transactions per month
Likelihood to Recommend
Webex Connect is an incredible solution for those who are looking for a single platform to integrate many digital channels by drag and drop icons in flow builder. It is based on "low code no code" concept. Do not need to be an expert to setup a basic connection and make it go live in minutes. But the commercial model is way to complex to understand and lack of predictability, it is a point need to be improved to better planing monthly costs.
I have been a part of Cisco Webex Connect and other Cisco-Webex family products from an early stage in our organization. I have several clients who actually mandate meetings and chat communication through Webex Connect, as they have their internal communication integrated with Cisco Webex Connect. Thus Webex Connect chats and meetings are integral parts of our daily communication process. I do have experience on multiple other Webex competitors, but I would always prefer Webex Connect for its materialistic design and UI. Apart from that, the major benefit for me on Webex is cross-platform stable application availability, which many of the competitors are not able to provide with a "stable" application.
The main work for me with Webex Connect is to create and launch automated flows which work across multiple channels, this is done on the inputs provided by Marketing teams, along with the details provided by Project management team.
Pros
Automated responses to customers
Automation of customers onboarding
Easy integration with existing infrastructure
Cross OS compatibility
Flow builder
Bot manager
Cons
A high end application UI suffocates on low end hardware, so a "lite" version should be there
SDK integration is messy for starters
Likelihood to Recommend
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.
