Webex Connect

Score8.3 out of 10

17 Reviews and Ratings

What is Webex Connect?

Webex Connect is an enterprise Communications Platform as a Service (CPaaS) that enables rapid automation of multi-channel customer journeys. The platform makes it easy for businesses to interact with their customers anywhere in the world on any channel -- SMS, Voice, RCS, Push, In-app, Email, Apple Business Chat, Facebook Messenger, WhatsApp, and other messaging apps, Webex Connect automates orchestration of these interactions with backend systems. A visual drag-&-drop builder allows the user to build and launch flows that work across channels and systems. With its low-code tool-set and high-performance run-time engine, Webex Connect enables developers, product managers and architects to accelerate their digital transformation projects.

Categories & Use Cases

Communications Platform as a Service (CPaaS)

Jim Timmins

Architecture Senior Manager in Information Technology at Cigna (10,001+ employees employees)

Use Cases and Deployment Scope

Currently a PoC to use for migrations to a different platform from Twillio

Pros

Ease of user for end user
Flows are pretty simple to create

Cons

Documentation is lacking
Support can be limited

Usability

Alternatives Considered

Twilio

Other Software Used

Webex Contact Center

Verified User

Engineer in Engineering (51-200 employees employees)

Use Cases and Deployment Scope

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

Return on Investment

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

Usability

Alternatives Considered

Webex Calling, Webex Meetings, Cisco Unified Communications Manager (Call Manager) and Cisco Unified Contact Center

Other Software Used

Cisco Unified Communications Manager (Call Manager), Cisco Unified Contact Center, Webex Calling, Webex Meetings

Tarandeep Kaur View profile

Devops Manager in Information Technology at Flash (11-50 employees employees)

Use Cases and Deployment Scope

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.

Return on Investment

Great R.o.i
Excellent customer support.
Increase in client conversion by 18-25% per month.

Usability

Alternatives Considered

Webex Meetings and Chorus by ZoomInfo

Other Software Used

Webex Meetings, Webex Calling, Google Drive

Pahul Singh View profile

IT Manager in Information Technology at Amazon (10,001+ employees employees)

Use Cases and Deployment Scope

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

Return on Investment

Great UI
Helped us in minimizing call dropping by 18%
Digital Channels capabilities
End to End Orchestration

Usability

Alternatives Considered

Microsoft Teams, Zoom Phone and 247meeting

Other Software Used

Microsoft Powerpoint, Google Drive, Webex Contact Center

Devendra Kumar View profile

SOFTWARE TESTING MANAGER in Information Technology at Adobe (10,001+ employees employees)

Use Cases and Deployment Scope

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

Return on Investment

Increased productivity
Help beat Sl's
Increase in Engagement by 35%

Usability

Alternatives Considered

Amazon Chime

Other Software Used

Webex Calling, Webex Contact Center, Google Analytics

Twilio

Plivo

Bandwidth

Webex Connect

What is Webex Connect?

Categories & Use Cases

Reviews

Use Cases and Deployment Scope

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Cons

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

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