Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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Reliable distribution of calls, with basic reporting
What do you like best about the product?
The product has been rock solid. We have used it for several years now, and the application itself has performed flawlessly. The managers have been satisfied with the reporting and call metrics too.
What do you dislike about the product?
We have not developed the expertise to modify the scripts used on the contact center internally, so we are dependent on an external vendor any time changes our needed. As a result we have been reluctant to make modifications and have never leveraged the product anywhere near its potential.
What problems is the product solving and how is that benefiting you?
Time based call distribution between call centers. Call distribution among groups of operators. Call metric reporting, globally and per operator.
Recommendations to others considering the product:
If you are a heavy user I would recommend you develop the internal expertise in-house to modify and improve your call flows. The product has been stable and has met our needs. If you currently utilize cisco phones and CUCM in your organization, this is a great option for contact center functionality.
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