Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.
Webex Contact Center
Cisco Systems, Inc.External reviews
173 reviews
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External reviews are not included in the AWS star rating for the product.
Omnichannel features have improved collaboration and now provide smoother virtual meetings
What is our primary use case?
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.
Exceptional Service and Intuitive Interface for Small Businesses
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.
Global communication has improved customer meetings but remains costly and limited in reach
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.
Outstanding Call Quality and Comprehensive Analytics
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.
Seamless Team Connectivity with Outstanding Call Quality
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.
All-in-One Communication Platform That Exceeds Expectations
What do you like best about the product?
What I appreciate is that it handles not just voice calls, but also brings together SMS, WhatsApp, live chat, and other channels within one platform. This allows agents to avoid juggling different tools, while customers benefit from being able to get support through whichever channel they prefer.
What do you dislike about the product?
I have nothing negative to say, its performance has been incredible, it actively encourages its partners to test features and provide feedback, and I have noticed that most of our suggestions have been incorporated in later versions.
What problems is the product solving and how is that benefiting you?
Since we began using this platform, we no longer have to route our calls directly to an after-hours on-call line. This has helped us reduce wait times and ensures that customers are connected with the appropriate agent.
All-in-One Communication Platform with Outstanding Call Quality
What do you like best about the product?
It centralizes communication tools in one place, and I appreciate the excellent call quality. It offers a seamless calling experience, and I like how easy the console is to modify and use. It also offers the advantage of easy scalability.
What do you dislike about the product?
What I don't like that sometimes the call times out, incoming calls may not display correctly, there are occasional delays in information, and custom reports are difficult to configure.
What problems is the product solving and how is that benefiting you?
The app simplifies call management and helps us improve customer experiences. We've experienced less downtime than with our previous systems, allowing us to expand capacity and incorporate new features.
Reliable and Feature-Rich Contact Center with Room for Optimization
What do you like best about the product?
I really appreciate how Webex Contact Center offers a clean and intuitive interface, making it easy to manage customer interactions smoothly and efficiently. The real-time analytics and AI-driven insights are valuable for enhancing agent performance. However, I have noticed that there is still some room for improvement in terms of system responsiveness, especially during peak hours.
What do you dislike about the product?
At times, the platform seems somewhat sluggish when managing high call volumes, which can impact workflow efficiency. Furthermore, I find that the customization options for reports and dashboards could be more adaptable to better accommodate particular business requirements.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has made it much easier to manage customer communication by bringing calls, chats, and emails together on a single platform. This centralization has helped reduce response times and minimize confusion. As a result, overall customer satisfaction has increased, and collaboration within the team has become noticeably smoother and more efficient.
Excellent Call Management and Workflow Tools, Packed with Useful Features
What do you like best about the product?
This platform is ideal for enterprise and customer experience environments. I like that it offers call routing and workflow for both agents and call management. I also appreciate the self-service features and call transcription, which help agents work without needing to take additional notes after each call.
What do you dislike about the product?
Since we began using this platform, our overall response rate has improved. There are so many features available that I doubt we will ever use them all, but the ones we do use are outstanding.
What problems is the product solving and how is that benefiting you?
Webex Contact Center enables us to monitor the support we deliver and the steps our engineers take. The reporting capabilities are truly essential, consistently surpassing our expectations.
Outstanding Analytics and Team Monitoring, Though Support Can Be Slow
What do you like best about the product?
About Webex contact center I like its analytics and reporting parts, not only that but its ability to monitor the team performance is the overall best feature.
What do you dislike about the product?
Sometimes there are some difficulties dealing with customer support for quick issue support but overall it stands out as compared to other vendors.
What problems is the product solving and how is that benefiting you?
I have done smooth migration which I really appreciate other than that it has solved the issue for remote staffs work as they can access the features remotely like a office staff.
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