I worked on Cisco Webex Contact Center for contact center operations. Cisco Webex Contact Center and Webex Calling are different products, and my experience is primarily with the contact center.
Webex Contact Center
Cisco Systems, Inc.External reviews
170 reviews
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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.
WebEx contact center in a nutshell
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
Integration capabilities enhance interactions but cloud adoption could improve
What is our primary use case?
What is most valuable?
One valuable feature I noticed in Amazon Connect is Amazon Lex, as it monitors customer and agent interactions. This AI feature rates the emotional connection between the customer and the agent, which can help improve agent skills. Additionally, Cisco Webex Contact Center supports integration through APIs, enabling communication via third-party applications.
What needs improvement?
Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies. They were market leaders with a 70-75% market share before, but as cloud technologies emerged, Cisco didn't invest much effort initially. However, I am optimistic that Cisco will reemerge with stronger products compared to competitors like Amazon Connect.
For how long have I used the solution?
I have more than 15 years of experience working with Cisco Webex Contact Center, and I have been focused on the solution for almost 16 years.
What do I think about the stability of the solution?
The stability of products, including Cisco Webex Contact Center, is ensured by default features like scalability and high availability on the cloud.
What do I think about the scalability of the solution?
Scalability and high availability are standard features for all cloud-based contact center products, including Cisco Webex Contact Center, Genesys, and Amazon Connect.
How are customer service and support?
Cisco technical support is outstanding. Cisco is prompt in responding to support tickets, often joining the call within two minutes. I would rate Cisco support higher than Microsoft and Amazon Connect.
How was the initial setup?
Maintaining Cisco Webex Contact Center does not involve hardware maintenance. It requires only maintaining the console, unlike the cost and effort needed for on-premises solutions.
What's my experience with pricing, setup cost, and licensing?
On-premise solutions require investments in power stability and network stability. However, I don't have a strong opinion on cost, as some say cloud is expensive, while others find it satisfactory.
Which other solutions did I evaluate?
I have been focusing on Amazon Connect and Microsoft Direct Routing over the past two to three years.
What other advice do I have?
I rate Cisco Webex Contact Center as a seven out of ten. This review is my personal opinion and does not represent Tata Communications.
I have been working with Cisco product for 10 years from the technical side.
What do you like best about the product?
The Webex Contact Center solution is developing very quickly to become the best solution of this type on the market.
What do you dislike about the product?
Poor availability of system logs. The need to use integration with external systems.
What problems is the product solving and how is that benefiting you?
Webex Contact Center is solving several key problems in the contact center environment, which ultimately benefits organizations by enhancing customer satisfaction, improving operational efficiency, and reducing costs.
Cloud simplifies deployment and expansion but needs more third-party options
What is our primary use case?
The primary use case for Cisco Webex Contact Center, due to its cloud-based nature, eliminates the need for complex server configurations and management. It offers easier expansion. I typically choose it over traditional contact center solutions for these benefits.
How has it helped my organization?
Faster Deployment & Go-Life & Faster Expansion
What is most valuable?
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.
What needs improvement?
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations
For how long have I used the solution?
I have experience selling Webex Cloud Contact Center for something like 2 years.
What do I think about the stability of the solution?
The stability of Cisco Webex Contact Center is rated nine out of ten.
What do I think about the scalability of the solution?
Cisco Webex Contact Center is highly scalable, rated nine out of ten.
How are customer service and support?
The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten.
How was the initial setup?
It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before.
What was our ROI?
Cisco Webex Contact Center allows for fast go-live and offers easier expansion compared to traditional contact center solutions.
What's my experience with pricing, setup cost, and licensing?
The price of Cisco Webex Contact Center needs to be revised a little bit.
What other advice do I have?
It can fit large customers as well, but due to the lack of local cloud options in Saudi Arabia, it currently fits more for private SMB customers. Overall, I rate this solution seven out of ten.
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