Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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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.
User-Friendly Platform with Excellent Customization and Standout Features
What do you like best about the product?
I really appreciate how user-friendly their help center is, and I found the admin panel straightforward to navigate. The platform provides excellent customization options, and the bookmark feature truly stands out. Additionally, it makes integrating multiple fonts simple and convenient.
What do you dislike about the product?
Overall, my experience was positive, and I truly have no complaints. I can't think of anything I dislike about this platform, as the service provided is excellent.
What problems is the product solving and how is that benefiting you?
The call management tools are highly robust and have proven invaluable for our company. We've noticed a marked increase in productive conversations, and overall, it has made our workflow much smoother than with any other platform we've used.
Transcription Feature Saves Time and Boosts Contact Center Efficiency
What do you like best about the product?
I appreciate the transcription feature, as it greatly reduces the need for manual note-taking and serves as an excellent reference after calls. This benefit leads to shorter conversations, enabling agents to assist the next customer more efficiently.
What do you dislike about the product?
I have no complaints; this is an excellent analyzer that delivers detailed information, helping us save both time and money. Our experience has been genuinely positive, as it has made a significant difference by improving contact center visibility and simplifying the process of making changes.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. The platform integrates social channels and chat, which makes it fast and convenient for customers to connect with an agent and get the information they need. This capability is crucial for handling all calls, managing users efficiently, and ensuring we deliver the best possible experience.
Easy management of communication and feedback regardless of time zones
What do you like best about the product?
I like its wide range of features and integrations, and the fact that it captures customer feedback in real time. I also like the call monitoring and real-time reporting tools, as they make it easier for us to track performance.
What do you dislike about the product?
I would recommend Webex Contact Center to companies seeking a scalable solution for managing customer service. We have not encountered any issues or problems so far. While it is a conventional platform, it proves to be effective in every aspect of the product.
What problems is the product solving and how is that benefiting you?
This tool has enhanced our capacity to manage and respond to inquiries, offering valuable analytics that help us optimize our overall communications strategy. Additionally, it delivers insights into call trends, frequently encountered issues, and employee satisfaction.
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