Webex Contact Center

Score9 out of 10

122 Reviews and Ratings

What is Webex Contact Center?

Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.

Categories & Use Cases

Media

Screenshot of View of Analyzer - Dark Mode

Screenshot of Contact Center in Control Hub view

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Screenshot of Agent desktop view

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7

#1 most frequent

Information

17.6%

54 installations of 307

#2 most frequent

Professional, Scientific, and Technical Services

16.0%

49 installations of 307

#3 most frequent

Finance and Insurance

12.4%

38 installations of 307

Pros

Overall ease of use for administrators and agents
Comprehensive omnichannel support (SMS, WhatsApp, Facebook Messenger)
Precise and effective call routing capabilities

Cons

Shortcomings in reporting and analytics, especially for custom reports
Integration challenges with other UCaaS solutions and internal systems
Unintuitive digital call flow designer with a lack of formula examples

Jeremy Shupick View profile

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

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.

Return on Investment

Being able to route the calls to the right people at the right time.
Our calls don't have to go straight to an on-call phone after hours.
Needing to outsource setup for more complex Call Flows.

Usability

Alternatives Considered

Webex Calling

Other Software Used

Webex Calling, Webex App, Webex Meetings

Mike Martinez View profile

KEY ACCOUNT MANAGER- Sales and Marketing in Sales at CIBERC (201-500 employees employees)

Use Cases and Deployment Scope

We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.

Pros

Call Management and track
Personalized interactions with our customers
Smart Reporting

Cons

Integration to Social media
Administration interface could be more friendly
Improve Capabilities regarding user sentiment feature

Return on Investment

Call response rate has increase
Its Reporting capabilities is a must have tool that definitely goes over the top
Integration through APIs is smooth and fast

Usability

Alternatives Considered

Webex Meetings, Webex Events (formerly Socio), Webex Webinars and Genesys Cloud CX

Other Software Used

Salesforce CMS, Gupshup, Infobip

Richard Grey

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

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

Usability

Amit Singh

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

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

Return on Investment

We were able to get rid of the on-prem contact center infrastructure
VPN less connectivity to the contact center agent desktops and supervisor desktops
Webrtc based Agent desktops

Usability

Other Software Used

ServiceNow Customer Service Management

Mohamed Youssef

Senior Voice Engineer in Information Technology at Booking.com (5001-10,000 employees employees)

Use Cases and Deployment Scope

We are using it as testing the new cloud contact center solutions after using UCCE on prem . The challenges we faced for Webex Contact Center is the limitations of some features which we are currently relying on in UCCE so we are currently addresing and checking the possibility of using other cloud based CCAAS solutions which can achieve what are we looking for.

Pros

Accessibility
Ease of use
Unified platform
Stability

Cons

Scalability
Feature rich
Cost

Return on Investment

Cost
Easy
Unified

Usability

Other Software Used

Cisco Unified Contact Center, Cisco Webex DX80 (discontinued), Sitejabber

8x8 Contact Center

Genesys Cloud CX

Talkdesk

Webex Contact Center

What is Webex Contact Center?

Categories & Use Cases

Media