Sold by: Cisco Systems, Inc.
Deployed on AWS
Webex Contact Center
4.5
Overview
Webex Contact Center is an AI-powered, cloud-based contact center solution designed to deliver exceptional customer experiences, improve agent productivity, and drive business growth. By leveraging advanced AI-driven capabilities, contact centers can anticipate the needs of their customers, provide intelligent engagements, and augment the workforce to solve customer issues quickly. With powerful reporting and analytics, contact centers gain enhanced visibility, enabling data-driven decision making that fosters impactful customer experiences.
Additionally, the platform's flexibility facilitates the seamless integration of AI agents, serving as an intelligent gateway to enhance and deliver a comprehensive, end-to-end, AI-powered customer experience. Ultimately, Webex Contact Center combines the latest in AI and automation innovation to deliver highly connected journeys that leave your customers feeling valued and helping your businesses drive greater efficiency.
Highlights
- Efficient Omnichannel Management: Benefit from intelligent omnichannel routing and a unified desktop that allows agents to seamlessly manage customer inquiries. Whether it's phone calls, emails, live chat, social media, or SMS, all interactions are centralized in one place.
- Comprehensive Monitoring and Administration: Supervisors and admins enjoy a "single pane of glass" dashboard that makes it easy to monitor performance, manage user access, and generate reports - all while providing end-to-end control over security and compliance.
- Actionable Insights: Managers can leverage real-time and historical data, plus AI-driven analytics, to uncover trends, track KPIs, and quickly resolve operational challenges as they arise.
Details
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Delivery method
Deployed on AWS
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Introducing multi-product solutions
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. Request a private offer to receive a custom quote. Sign in to view any offers that have been extended to you.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
For questions related to product, pricing or private offers, reach out to WebexonAWS@cisco.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Norm Hubert
Omnichannel features have improved collaboration and now provide smoother virtual meetings
Reviewed on Jan 29, 2026
Review provided by PeerSpot
What is our primary use case?
Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.
What is most valuable?
The best features of Cisco Webex Contact Center are the ease of use. The platform has pretty standard features, but it is definitely easy to use. The impact of the omnichannel communication on customer experience consistency is quite good.
What needs improvement?
I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.
For how long have I used the solution?
I have used Webex for probably about five years.
What do I think about the stability of the solution?
There are not a lot of issues with it.
How are customer service and support?
I would rate the support or customer service with Cisco an 8. When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We switched from Polycom.
How was the initial setup?
The initial setup for Webex was straightforward.
Which other solutions did I evaluate?
The main differences I have seen between Polycom and Cisco Webex Contact Center is that Webex is a newer platform, which gives more capability such as raising your hand and more options on the client. It provides a smoother virtual meetings experience.
What other advice do I have?
We have experience with Cisco products. I have no experience with their Cisco Duo , the XDR , or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes , XDR , Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.
Aloin M.
Exceptional Service and Intuitive Interface for Small Businesses
Reviewed on Jan 11, 2026
Review provided by G2
What do you like best about the product?
I value how well they accommodate even the smallest businesses with limited requirements, making sure we always get the services we need. The user interface is quick and extremely intuitive, which makes navigation easy. Additionally, the call quality is excellent, and features such as call recording and forwarding make our daily tasks much more manageable.
What do you dislike about the product?
I have nothing negative to say, their platform is easier to use than many we've tried, and their support team has ben exceptionally friendly and well-trained in helping us set up our systems, even when our needs didn't fit their usual scenarios.
What problems is the product solving and how is that benefiting you?
Since we started using this platform, it has truly transformed the way our business operates. I can easily monitor who is on calls and analyze all the data by the hour, which I find extremely helpful. In addition, every call is logged, providing us with detailed call records that greatly enhance both transparency and accountability.
Anan Arunlertcheevin
Global communication has improved customer meetings but remains costly and limited in reach
Reviewed on Dec 01, 2025
Review provided by PeerSpot
What is our primary use case?
Cisco Webex Contact Center is typically used for meetings with customers and some suppliers.
What is most valuable?
The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different. The quality is acceptable for our needs. The benefits I have seen from using Cisco Webex Contact Center are that it is easy to contact customers and easy to open issues regarding hardware problems.
What needs improvement?
Cisco Webex Contact Center currently has good service, so there is no significant need to improve. I hope they can maintain their current standard in the future. Regarding product customization features, there may be room for enhancement.
For how long have I used the solution?
I have been working with Cisco Webex Contact Center for over three years.
What do I think about the stability of the solution?
I assess that Cisco Webex Contact Center is very stable and reliable for us. The service and standard are very good.
What do I think about the scalability of the solution?
The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive. The first issue is the cost, and for customers in some countries, it is not supported.
How are customer service and support?
My experience with technical support from Cisco is very positive. The response time is very fast, and they quickly send replacement equipment when needed.
Which solution did I use previously and why did I switch?
Before Cisco Webex Contact Center, we never used another brand. The previous solution only supported local communication and was not worldwide like Cisco Webex. We switched to Cisco Webex because we have customers worldwide and wanted to communicate with them globally. After using Cisco Webex, we are now trying to find another solution.
What was our ROI?
I have not seen any return on investment with Cisco Webex Contact Center.
What other advice do I have?
I never use the AI-powered chatbots in Cisco Webex Contact Center. I do not use the omnichannel communication capabilities as I do not have different channels. I have never utilized real-time data insights. I use Cisco hardware, so I use Cisco Webex Contact Center because all my hardware is Cisco, leaving me with no choice regarding the integration capabilities within my existing infrastructure. I am aware that the pricing of Cisco Webex Contact Center is high. My overall rating for this product is seven out of ten.
Lleyton R.
Outstanding Call Quality and Comprehensive Analytics
Reviewed on Nov 28, 2025
Review provided by G2
What do you like best about the product?
The call quality is outstanding, and I really appreciate receiving the follow-up email. All the necessary metrics for analytics are available, which has been a significant help in making sure our agents are satisfied. I also find it valuable that I can record calls and save messages.
What do you dislike about the product?
Certain aspects of the interface could use improvement, and the integration process would benefit from some adjustments. Additionally, advanced troubleshooting steps often require several follow-ups, which can be inconvenient.
What problems is the product solving and how is that benefiting you?
This platform makes it easy to interact with customers across any channel and offers proactive tools to handle customer inquiries efficiently. I am now able to monitor all our agents, and it gives me a single number for all my contacts.
Antoni C.
Seamless Team Connectivity with Outstanding Call Quality
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
I really appreciate that our whole team can access the app on their personal phones. This feature ensures we remain reachable, even when we're away from the office. Additionally, the call quality is consistently excellent, and the flexibility it provides without compromising professionalism is a significant benefit.
What do you dislike about the product?
As someone who is new to cloud-based telephony systems, I have found my experience to be surprisingly smooth. I have no complaints so far; their customer support is excellent and they respond to my inquiries right away.
What problems is the product solving and how is that benefiting you?
It helps us improve the organization's operational efficiency and reduce costs. Since we started using this tool, our agents understand the context of each interaction and have a contact history to ensure they never have to be repeated.