Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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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.
Webex Contact Center makes it easy to manage and track customer conversations
What do you like best about the product?
I appreciate how simple it is to set up workflows, manage them, and implement changes without disrupting the production system. The user interface is intuitive, which has made onboarding new users straightforward for our team. Additionally, it enables us to centralize and handle customer calls more effectively, minimizing our reliance on multiple tools.
What do you dislike about the product?
Webex Contact Center provides all the features and services necessary to support our diverse range of clients. I have no complaints about this platform; it has made it much easier for us to stay organized, particularly when handling several clients simultaneously.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. It has become a vital part of our organization, allowing us to handle all incoming calls, manage users efficiently, and ensure we deliver the best possible service to our customers.
Excellent Reporting and Easy Workflow Management
What do you like best about the product?
One aspect I appreciate most is the reporting feature. The reports offer a clear overview and assist us in identifying and resolving issues. They also supply managers with the information necessary to make informed business decisions. Additionally, I find it convenient that setting up and managing a workflow is straightforward.
What do you dislike about the product?
Thanks to its comprehensive reporting capabilities, I am able to locate nearly any data I need, which has been a perfect fit for our requirements. I have no criticisms of this platform; the user experience has been exceptionally valuable for our organization.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has become an indispensable tool for handling all incoming calls, overseeing users, and ensuring an excellent experience for each of our customers. It enables supervisors to efficiently manage their agents from one centralized platform.
Provides feedback and a constant pulse of the customer experience
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.
Cisco Webex is amazing!
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
webex contact center
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 .
Webex CC Review – Decent, But Missing Some Key Features
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.
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.
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