Webex Contact Center

What do you like best about the product?

I appreciate Webex Contact Center because it enables customers to reach out using their preferred channel, whether that's chat, text, social media, email, or a phone call. I also value the customer contact history feature, which is always readily available to agents. This ensures that customers don't have to repeat themselves and that agents have the necessary context for every interaction.

What do you dislike about the product?

Webex Contact works well in high-traffic environments and offers solid performance. I have nothing negative to say about this platform.

What problems is the product solving and how is that benefiting you?

This platform provides optimal and efficient services, such as virtual assistance. Its intuitive design makes it extremely valuable for our organization. It has enabled us to gain deeper insights into call trends, identify common issues, and assess employee satisfaction more effectively.

What do you like best about the product?

I love the features of Webex, specifically the AI features. It can summarize your notes and recordings. There are also fun emoji reactions. The use of Webex is much easier than competitors like Zoom—and the interface is more fun. Easier to navigate when presenting and ease of co-presenting

What do you dislike about the product?

There’s nothing I dislike about this product.

What problems is the product solving and how is that benefiting you?

Connecting for meetings with customers, partners, co workers and it’s benefits are the ease of use to set up and conduct online meetings

What do you like best about the product?

webex is software where we van used to share remote access to troubleshoot .we can also transfer file from one pc to another and it is Highley secure due to we are using this tool in our organisation to transfer file and provode support from remote place.

What do you dislike about the product?

whole sharing screen on webex it is not showing full screen due to some time leads time to identify issue and read content.

What problems is the product solving and how is that benefiting you?

To transfer file from remote location to local location with security. Also we can access remote system and we can troubleshoot the issue.as we are support team where on everyday basis we can access to provide support then we can use webex to providing support .

What do you like best about the product?

What I like best about Webex Contact Center is its comprehensive omni-channel support, which allows seamless customer interactions across voice, chat, email, SMS, and social media channels. This ensures that customers can connect through their preferred communication method without any disruption. Additionally, Webex CC's AI-driven intelligent routing stands out by efficiently directing customer inquiries to the most suitable agents based on their skills and availability, enhancing the overall customer experience. The platform also excels in supporting agents with advanced collaboration tools and provides integrated reporting and analytics to monitor performance and improve service quality. These features make Webex Contact Center a solid and reliable platform for managing customer interactions effectively.

What do you dislike about the product?

What I dislike about Webex Contact Center is that, compared to competitors like Genesys Cloud, it lacks some advanced features and flexibility that modern contact centers often require. The user interface can sometimes feel less intuitive, which may slow down agent onboarding and efficiency. Additionally, while it provides omni-channel support, some integrations and customization options appear more limited than those available on Genesys Cloud. Reporting and analytics, although comprehensive, may not be as granular or easily customizable as some users might prefer. These limitations could affect organizations looking for a highly adaptable and feature-rich contact center solution.

What problems is the product solving and how is that benefiting you?

Webex Contact Center is solving the problem of managing customer interactions efficiently across multiple communication channels, such as voice, chat, email, SMS, and social media. By providing a unified omni-channel platform, it ensures customers can reach support through their preferred method without disruption, leading to a smoother and more consistent customer experience. Its AI-driven intelligent routing solves the challenge of matching customer inquiries with the best available agent based on skills and availability, enhancing resolution speed and satisfaction.
For me, these solutions benefit by streamlining customer support operations, improving agent efficiency through advanced collaboration tools, and enabling better performance monitoring with integrated reporting and analytics. This helps create a more reliable and effective contact center environment for both customers and agents, even though some higher-end features may be found in competitors like Genesys Cloud. Overall, Webex Contact Center addresses key contact center challenges of multi-channel management, intelligent routing, and operational insight.

What do you like best about the product?

I've been following, implementing and using WebEx Contact Center over the last few years. I am impressed with the ease of use and how easy it is to implement this. It's a breath of fresh air having had experience with on prem solutions. The features that have been added in the last year is impressive, it's very clear Cisco are putting a lot of effort in this and their AI capabilities are working really well. I'm also impressed with how easy it is to integrate with 3rd party applications.

What do you dislike about the product?

Cisco could do a better job on the customer support side of things. Sometimes it feels like the TAC teams and the partner help desks don't appreciate the speed with which things need to be done. Processes can feel a bit cumbersome.

What problems is the product solving and how is that benefiting you?

We are currently migrating our on prem Cisco customers to WxCC and also we're migrating some customers coming from another technology to WxCC. Customers are mainly looking to increase the ease of use, add different channels and increase customer and agent experience as well as lowering cost