This product assessment is based on a synthesis of 14 recent reviews covering various aspects of Webex Contact Center. Webex Contact Center is primarily used for customer service, IVR, and call routing. A key strength lies in its user-friendliness, with 4 reviewers specifically mentioning its ease of use and deployment. The platform also receives positive feedback for its integration capabilities, particularly with third-party CRM systems and the broader Cisco Webex Suite. AI features, such as intelligent routing and virtual agents, are noted for improving customer experience. However, some reviewers have pointed out areas for improvement, particularly in reporting and analytics capabilities, integration with other UCaaS solutions, and the quality of support from Cisco's TAC. Webex Contact Center appears to deliver a positive ROI for many users, with 6 reviewers highlighting improved efficiency. Furthermore, its features have a positive impact on the contact center workforce, with 5 reviewers noting that agents can spend more time on core business activities and experience reduced burnout. The AI-powered transcription feature contributes to time savings and improved call summaries. Despite these strengths, 2 reviewers cited negative impacts or drawbacks, suggesting that the platform may not be a perfect fit for all organizations. Overall, Webex Contact Center is generally well-received for its ease of use, integration capabilities, and positive impact on customer experience and agent efficiency. However, potential buyers should carefully consider the reported limitations in reporting/analytics, integration challenges, and TAC support when making their decision.

Pros

Ease of use and deployment, cited by 4 reviewers.
Strong integration capabilities with third-party CRM systems and the Cisco Webex Suite.
AI-powered features like intelligent routing and virtual agents improve customer experience (mentioned in 5 reviews).
Improved agent efficiency and reduced burnout, allowing agents to focus on core business activities (mentioned by 5 reviewers).
Positive impact on ROI and overall business outcomes, as noted by 6 reviewers.

Cons

Reporting and analytics capabilities need improvement, specifically easier report creation (mentioned by 3 reviewers).
Integration issues with other UCaaS solutions and difficulties checking integration functionality.
Concerns regarding the knowledge and support provided by Cisco's TAC (Technical Assistance Center) (mentioned by 2 reviewers).
Potential drawbacks and negative impacts reported by 2 reviewers, suggesting it may not be a perfect fit for all organizations.
Some users request easier report creation and highlight gaps in functionality.

What positive or negative impact (i.e. Return on Investment or ROI) has Webex Contact Center had on your overall business objectives?

From 14 reviews

Summary

This report analyzes 14 recent reviews to assess the return on investment (ROI) and overall business impact of Webex Contact Center. Reviewers most frequently cite improvements to efficiency and positive business outcomes, though some mention drawbacks related to system changes and reporting complexity. Specifically, 6 of 14 reviewers highlight improved efficiency and ROI, while 3 of 14 note a positive impact on their business. However, 2 of 14 reviewers point out negative impacts or drawbacks, indicating areas for potential improvement. The overall sentiment trends positive, but the small sample size suggests caution in generalizing these findings.

Top Quotes

Improved Efficiency and ROI

“Saves IVR time by 10%”

Positive Business Impact

“Increase customer satisfaction”

Negative Impact/Drawbacks

“Negative is that when Cisco is making changes it is impacting at the back end. Hope they become more careful”

Besides Webex Contact Center, what other software do you regularly use? How likely would you be to recommend it to a friend or colleague?

From 14 reviews

Summary

This analysis synthesizes 14 recent product reviews to identify software products commonly used alongside Webex Contact Center. Reviewers most frequently mentioned other Webex products (5 of 14 reviews). Mentions also included Genesys Cloud CX (2 of 14 reviews). The reviews suggest that users often integrate Webex Contact Center within a broader ecosystem of communication and collaboration tools, with some also using other contact center platforms.

Related topics

Webex Products Genesys Cloud CX

Top Quotes

Webex Products

“Webex Calling, Webex App, Webex Meetings”

Genesys Cloud CX

“Microsoft Teams, Genesys Cloud CX, Five9”

Describe how you use Webex Contact Center in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 14 reviews

Summary

This report synthesizes 14 recent reviews that discuss how organizations use Webex Contact Center and the business problems it addresses. A common use case is for customer service, with 7 reviewers indicating its importance in this area. Reviewers also highlighted the use of Webex Contact Center for IVR and call routing (3 reviewers). Some reviewers find that Webex Contact Center improves customer contact experience and helps resolve customer queries. One reviewer noted that implementing Webex Contact Center helped a business transform and focus on clients, allowing them to advance within their industry.

Top Quotes

Customer service use

“We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel”

IVR and call routing

“We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night.”

Please provide some detailed examples of areas where Webex Contact Center has room for improvement.

From 14 reviews

Summary

This report synthesizes 14 recent reviews to identify areas where Webex Contact Center could improve. A notable area for improvement, mentioned by 3 of 14 reviewers, is the platform's reporting and analytics capabilities, with users requesting easier report creation and highlighting gaps in functionality. Two reviewers cited issues related to integration with other UCaaS solutions and difficulties checking integration functionality. Additionally, 2 of 14 reviewers expressed concerns regarding the knowledge and support provided by Cisco's TAC (Technical Assistance Center).

Top Quotes

Reporting and Analytics

“Provide an easier way to create reports that are basic and direct”

Integration and Features

“Better integration to other UCaaS solutions”

TAC Support

“Cisco TAC (Technical Assistance Center) does not seem to know the product well”

Please provide some detailed examples of things that Webex Contact Center does particularly well.

From 14 reviews

Summary

This report synthesizes 14 recent reviews to identify areas where Webex Contact Center performs well, according to its users. A notable theme is the platform's ease of use; 4 of 14 reviewers specifically cited its user-friendliness and ease of deployment. Several reviewers also appreciate its integration capabilities. Three reviewers mentioned the platform's ability to integrate with third-party CRM systems and digital channels, as well as the broader Cisco Webex Suite. Call routing and related features were also highlighted positively by 3 reviewers, who specifically mentioned advanced call routing, skill-based routing, and the ability to connect customers with the appropriate agent.

Top Quotes

Integration capabilities

“Tight integration with 3rd party CRM's and Digital channels like SMS, Whatsapp, Facebook Messenger”

Call routing and features

“Routing the calls to where they need to go.”

Ease of use

“Easy to use”

How have Webex Contact Center's features impacted your contact center's workforce?

From 14 reviews

Summary

This report analyzes 14 recent reviews to understand how Webex Contact Center's features have impacted contact center workforces. A recurring theme is the improvement of the agent experience. Five reviewers mentioned that agents now spend more time on core business activities and experience reduced burnout as a result of the contact center features. Four reviewers specifically cited improvements in efficiency and productivity, with the transcription feature contributing to time savings and improved call summaries. These improvements also extend to remote work environments, where monitoring capabilities ensure consistent agent performance.

Top Quotes

Agent experience improved

“Workforce now spends more quality time in actual business rather than spending time with CC tools.”

Improved efficiency/productivity

“It has impacted the workforce by maximising the efficiency and time for the agent on the call with the customer as the transcription notes helps with the call summary. The time saved makes it pleasant for the agent as well as there is less administration for the agent to think of and focus on solving the clients problem.”

How have Webex Contact Center's AI features impacted your organization? AI features include intelligent routing, digital & voice virtual agent self-service, virtual agent transcript, etc.

From 14 reviews

Summary

This report synthesizes 14 recent reviews of Webex Contact Center, focusing on the impact of its AI features, including intelligent routing, digital and voice virtual agents, and virtual agent transcript. Reviewers positively mention the impact on customer experience (5 of 14 reviews). Benefits from virtual agents and the overall impact on the organization were each noted in 3 of 14 reviews. Reviewers highlight that AI features improve customer experience by making it easier for customers to get the answers they need. The intelligent routing and self-service features, including agent transcription, help agents focus more on clients, and virtual agents are quick to configure and can handle frequently asked questions.

Top Quotes

Improved Customer Experience

“So far, we have only demonstrated this to customers, and we have not been deploying it, but that's mainly because these features have only been generally available for a couple of weeks. The responses to our demos have been really positive and it's very easy to show how these features can improve the overall customer experience, reduce agent handle time and so on.”

Virtual Agent Benefits

“The virtual agent is really quick and easy to configure and get started to working in operations.”

Impact on Organization

“Our main industry is based on hospitality so understanding the customers need and help them to have a better CX will help us to expand our branding and having a better customer experience. This will be a huge impact for our industry. Not only our customers but also our employees.”

Reviews

43 Reviews

Webex Contact Center Review

Rating: 8 out of 10

Incentivized

June 17, 2025

Use Cases and Deployment Scope

We have several contact center customers, both internal and external business. Our contact centers are inbound and have both onsite as well as remote agents. Customers range from shared services support to Network Operations center to external government services support. Several centers are 24 x 7 365 with various shifts. We utilize soft phones and desk phones.

Pros

Agent and supervisor desktop
Consolidated support via Control Hub
User friendly flow designer
Hybrid integration

Cons

Tenant partitioning
Roles/access
PSTN access via Wx calling

Likelihood to Recommend

Webex Contact Center provides the features and services to support our diverse clients. It is relatively easy to manage and maintain and the consolidated Webex control hub is so much easier to administer for support vs the many components in UCCE which had ICM, peripheral gateway, IPIVR, loggers, routers, etc. The Webex scripting is much easier to use as well

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Webex Contact Center the Customer Enhanced Journey

Rating: 8 out of 10

Incentivized

June 16, 2025

Use Cases and Deployment Scope

We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel

Pros

Easy to deploy
Easy to use
have most features customer's need

Cons

Emergency prompt notifications not available
Returning Voicemail into a Queue not available
Digital Flow designer no intuitive
Cisco TAC (Technical Assistance Center) does not seem to know the product well

Likelihood to Recommend

Well Suited for most contact center voice deployments

Richard Grey

UC Engineer in Engineering at OnX Enterprise Solutions (1001-5000 employees)

Vetted Review

Reseller

2 years of experience

The Best Contact Center system

Rating: 10 out of 10

Incentivized

June 12, 2025

Use Cases and Deployment Scope

Webex Contact Center is essential for getting all calls, managing callers, and giving them the best experience, whether while on hold or guiding them through the process of getting any information from a CRM without the need to reach an agent. Many times we have a flow setup where when caller reaches an agent, the agent already have the callers information from SF or any Database. With the new supervisor desktop, supervisors manage their agents from one single platform and control the queues and teams from a single panel. Reporting is a great tool that assist in troubleshooting for admins, or just getting an overview for managers to make business decisions. Webex Contact Center also utilize Connect which involve social channels and chatting, which makes reaching to an agent and get the information needed very fast and easy.

Pros

Easy to setup a flow and managing it and make changes without impacting the production system
Great analyzer that gives detailed information
Provide social channels to reach all the customers regardless of age and social groups
Easy to SMS and have communication for customers on the go

Cons

Provide an easier way to create reports that are basic and direct
A CTI connection between Webex Calling and Webex Contact Center to enable sending calls to flow without the need of a DID
More examples of JSON to create formulas in the flows

Likelihood to Recommend

Basically, Webex Contact Center is great with all types of businesses, whether it is a health institution or a bank institution. It is very secure and easy to setup.

Verified User

Engineer in Engineering (501-1000 employees)

Vetted Review

Reseller

4 years of experience

Webex Contact Center a great add-on to Webex Calling for complex call flows.

Rating: 8 out of 10

Incentivized

April 27, 2025

Use Cases and Deployment Scope

We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night. I gave it an eight because it can be very complex to set up the call flows and you may struggle unless you have help.

Pros

Routing the calls to where they need to go.
Has decent Text to Speech.
Can be as complex as you want it to be.

Cons

More options in the Text to Speech area.
Better highlighting of the call flows so you can better follow when troubleshooting.
Unless already available, it would be great to have a test number to call into and have the call flow light up to indicate your current position in the flow.

Likelihood to Recommend

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.

Jeremy Shupick

Network Administrator Sr. in Information Technology at Wyoming Machinery Company (501-1000 employees)

Vetted Review

1 year of experience

Verified on LinkedIn

Cisco makes Moves in CX

Rating: 7 out of 10

Incentivized

April 15, 2025

Use Cases and Deployment Scope

We use Webex Contact Center in our orgnization to Demo the full CX functionality that greatly complements Cisco Webex Calling. All cases are different but we love to propose to potential clients with CX licenses 25+ and into the midmarket space. Also, in some cases, we have presented it to clients as a standalone CX solution.

Pros

Easy to use
Scalable
Flexible
Reliable
Integrated well with the Cisco Webex Suite

Cons

Better integration to other UCaaS solutions
Workforce Optimization is something that needs to be worked on
Custom Reports

Likelihood to Recommend

Cisco Webex Contact Center is best suited in any Cisco Unified Communications or UCaaS environments as the migration is very easy and minimal training would be needed. This is best for clients who need to spin up a Contact Center solution in a short time frame but do not need a vast complex need for analytics or WFM/WFO.

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

Reseller

2 years of experience

Webex Contact Center

Rating: 8 out of 10

April 15, 2025

Use Cases and Deployment Scope

We are a Cisco partner and we sell Webex Contact Center to our customers. We migrate customers from on premise ucce to Webex Contact Center.

Pros

Roadmap
Reporting
Self service

Cons

Features
Wxconnext integration
Tac support

Likelihood to Recommend

When customers want public cloud and fast feature releases this is perfect. Complex UCCE migrations however are more challenging. I like the AI road map.

Verified User

Team Lead in Professional Services (10,001+ employees)

Vetted Review

Reseller

3 years of experience

Webex Contact Center A Comprehensive Review

Rating: 10 out of 10

Incentivized

March 26, 2025

Use Cases and Deployment Scope

We use Webex Contact Center for our customer service. We have some service numbers that customers call and contact us. Webex Contact Center helps us redirect requests correctly and provides tools to monitor what is happening in real time and also provides historical data for all the IVRs, Menus and Agent Performances.

Pros

Omnichannel - With Voice, Chat, E-mail, Whatsapp, etc.
Advanced Call Routing and Queuing - Skill Based Routing
Agent Desktop and supervisor Monitoring Tools
Self Serivice Flows to automation functions

Cons

Reporting and Analitcs Gaps
Call Recording with more options
Integrations with easer way to check the functionality

Likelihood to Recommend

I think that is a very good advantage is for a company that already is using Cisco Webex Calling and Webex Meetings and wants to upgrade its customer service operations with a cloud-based contact center Webex Contact Center. For companies that have smass size, it could be not appropriate because of the complexity and price.

Verified User

Engineer in Engineering (51-200 employees)

Vetted Review

2 years of experience

Great solution

Rating: 8 out of 10

Incentivized

February 17, 2025

Use Cases and Deployment Scope

While we don’t use Webex Contact Center in my division, we sell it to customers as it add value to our clients and their customers. This is in context for customer experience, service and support areas. The Webex Contact Center is of crucial importance to our customers as it is their interface to their customers.

Pros

Customer contact
Case routing
Knowledge base

Cons

Providing a single pane of glass of customer information
Workforce management
Shift management

Likelihood to Recommend

The Webex Contact Center is well suited for CX and environments for enterprises. It provides all the features from omni channel through to case management and history. The AI prompts and features are good and will benefit the agents in terms of handling customer cases. The feedback and close loop for the cases works very well.

Verified User

Consultant in Sales (10,001+ employees)

Vetted Review

Reseller

20 years of experience

Your Trusted Partner`s Views

Rating: 10 out of 10

Incentivized

February 13, 2025

Use Cases and Deployment Scope

Use case: need to attend calls for our end users using orange telecom services Problems: product allows us to connect with our customers to resolve there queries and help improve our business. Scope: we have around 45000 agents who answer millions of calls per year to resolve customer issues.

Pros

Connecting the calls of our customers to correct suited agent who resolves there queries
Customer hear simple and easy IVR services

Cons

Agent assist feature does not have French language translation. Please add it soon
There is a delay in response voice bot feature in Webex Contact Center

Likelihood to Recommend

It's simple to configure, manage, and apply. The TAC support is awesome compared to other contact center vendors.

Verified User

Consultant in Information Technology (5001-10,000 employees)

Vetted Review

11 years of experience

Webex Contact Center, the way to cloudify your Contact Center

Rating: 9 out of 10

Incentivized

February 11, 2025

Use Cases and Deployment Scope

We use Webex Contact Center for our IT Service Desk and for Customer Technical Support. This way, we have a single vendor support for all our Contact centers and telephony solutions in the cloud. This makes IT admins life easier.

Pros

Flow Orchestration for Admins
Tight integration with 3rd party CRM's and Digital channels like SMS, Whatsapp, Facebook Messenger
AI Agents for self service

Cons

CTI integration

Likelihood to Recommend

Webex Contact Center is well suited for Customers who want to move their Contact Center workload into cloud and and would like to integrate their telephony pbx solutions with the Cloud Contact Center. Webex Contact Center integrates well with 3rd party CRM's.

Amit Singh

Solution Engineer in Professional Services at Logicalis GmbH (5001-10,000 employees)

Vetted Review

Reseller

4 years of experience

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