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Webex Connect

Score8.3 out of 10

17 Reviews and Ratings

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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

Reviews

What users are saying about Webex Connect.
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A Master Communication Tool Webex Connect.

Incentivized
Tarandeep KaurView 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

Integration into Premise Solutions make it easy

Incentivized
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

An Exceptionally Good Solution for Businesses

Incentivized
Devendra KumarView 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

Webex Connect is a multi-channel platform to meet customer needs

Incentivized
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

Webex Connect A Strong Omnichannel Platform Built for Enterprise Scale

Incentivized
Verified User
Engineer in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

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

Return on Investment

  • Our Customers sometimes calls to common questions and it was solved over a BOT automation
  • Reduce the number of agents required work simultaneously
  • Digital Channels are today more used then compared with traditional telephony calls

Usability

Alternatives Considered

Twilio

Other Software Used

Webex Contact Center, Cisco Umbrella, Webex Calling, Webex Meetings

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