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.
Webex Contact Center
Cisco Systems, Inc.External reviews
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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 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
Cloud simplifies deployment and expansion but needs more third-party options
What is our primary use case?
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.
Webex CC Review
What do you like best about the product?
Ease of use and ease of implementation. The solution has a great number of features built in, though they tend to be disjointed. I have been working with and selling Webex Contact Center for 3+ years. The solution is easy to administer and manage. The modern interface is intuitive and, as it continues to be collapsed into Control Hub, more seamless than other solutions.
What do you dislike about the product?
The disjointed nature of feature sets when involving non-voice channels is frustrating. Everything should be collapsed into a single solution and not separate (e.g. Webex Connect). Outbound campaigns can use some improvement and the AI capabilities are lacking at the moment. Some of the more advanced feature sets, included in Webex Connect, need to be made more seamless and fully integrated into the full Webex CC interface. The biggest complaints I've heard from my clients is the disjointed nature of some features.
What problems is the product solving and how is that benefiting you?
We want to provide our clients with white-glove service in the most efficient manner possible.
Empowering Remote Teams with AI Efficiency
What do you like best about the product?
The AI capabilities of Webex Contact Centre enable chatbots to handle basic enquiries, such as reporting maintenance problems, freeing up employees to work on more difficult assignments. Additionally, its cloud-based solution guarantees that remote employees, wherever they may be, may offer round-the-clock assistance.
What do you dislike about the product?
The per-agent pricing approach can result in large cost increases as our e-learning programs grow, making it more difficult to scale support effectively during busy periods, such as enrolment seasons or the introduction of new courses.
What problems is the product solving and how is that benefiting you?
With the help of AI chatbots, Webex Contact Centre simplifies repetitive activities and enables remote employees to provide reliable support from any location, guaranteeing flawless service.
Customising Interactive Voice Response for Improved User Experience
What do you like best about the product?
Webex's cloud-based system ensures it can handle high traffic during busy times like registration or exams. Its customizable Interactive Voice Response (IVR) system also helps direct calls quickly to the right department, cutting down wait times and improving service.
What do you dislike about the product?
It might not have certain features specifically designed for educational support, like integration with learning management systems (LMS).
What problems is the product solving and how is that benefiting you?
Webex Contact Center improves communication by efficiently directing calls and minimizing wait times for students and staff, helping customer service run smoothly during busy periods like registration and exams.
Webex Contact Center Simplifies Customer Interaction
What do you like best about the product?
Webex Contact Center can manage high call volumes while maintaining excellent call quality. Integrating it with CRM has been effortless, helping us personalize our service. The agent interaction is also straightforward and user-friendly.
What do you dislike about the product?
Occasional minor bugs can cause slight delays in call transfer, although these are generally resolved quickly by the customer support team.
What problems is the product solving and how is that benefiting you?
This has streamlined our operations, making it easier to monitor performance and deliver timely responses. Also, it has helped us to manage a higher volume of calls without compromising on quality.
Unleashing the Power of Webex Contact Center for Organisations
What do you like best about the product?
-> AI-powered voice assistant
-> Advanced predictive analytics
-> Smooth integration
-> Great customer support
-> Advanced predictive analytics
-> Smooth integration
-> Great customer support
What do you dislike about the product?
-> limited customisation
-> occasional latency issues
-> occasional latency issues
What problems is the product solving and how is that benefiting you?
The platform has improved our customer interaction and saved us time that we could utilise in other things.
Powerful Tool for Managing Customer Communications
What do you like best about the product?
Webex Contact Center stands out with its ease of use and seamless integration into our existing systems. The integration with multiple communication channels has streamlined our customer service process, enhancing the overall customer experience.
What do you dislike about the product?
The initial configuration for advanced routing rules can be a bit complex and requires some technical knowledge.
What problems is the product solving and how is that benefiting you?
It is helping us manage customer inquiries efficiently across multiple channel, reducing response time and improve customer satisfaction.
Good for telecommuting and distance communication
What is our primary use case?
It is a collaboration tool for web communication, similar to Microsoft Teams, Zoom, and Google Meet.
What is most valuable?
The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online.
What needs improvement?
Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options.
For how long have I used the solution?
I have been using Cisco Webex Contact Center for three years.
What do I think about the stability of the solution?
The product is stable.
I rate the solution’s stability an eight out of ten.
What do I think about the scalability of the solution?
It is easy to manage and scale. It is suitable for smaller corporations.
I rate the solution’s scalability a nine out of ten.
How are customer service and support?
I haven't encountered any issues with Cisco's PAC Oracle Technical Assistance Center. They operate on a ticket-driven system, escalating problems through each service level. Until now, I've not reached level three escalation, as issues are typically resolved or tickets are closed by levels one and two.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Cisco is a strong choice and reputable brand compared to other online communication and collaboration tools.
How was the initial setup?
The initial setup is straightforward. It depends on the complexity of the client setup, but one to two days is enough for a typical 10-15 users.
For Cisco, we handle it as a freelance setup, using an external consultant. The headcount varies depending on the complexity of the client's integration needs. A typical small setup usually involves four to six technical staff.
What was our ROI?
We find it very cost-effective because you avoid the need to travel to customer sites or other countries. With collaboration tools and online platforms, you can deliver messages, have conversations with your team and clients, and conduct presentations without leaving your location. This reduces travel costs, saves time, and eliminates expenses related to travel and accommodations.
It depends on the type of business you're running. For instance, if you're in sales or working for a pharmaceutical company where frequent travel is necessary, using online collaboration tools can save significant money. It reduces travel time and costs, potentially cutting up to 25% of your marketing or sales expenses.
What's my experience with pricing, setup cost, and licensing?
Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas standalone systems can vary in price.
I rate the product’s pricing as four out of ten, where one is cheap and ten is expensive.
What other advice do I have?
We will recommend Cisco Webex to clients who can afford the initial investment and ongoing license maintenance costs, particularly for enterprise-grade or global clients. For smaller clients, such as SMBs, we suggest alternative brands offering more manageable maintenance and license costs.
Cisco's third-party maintenance provider handles maintenance. We enroll all teams through Collaborative Services or SmartNet for support.
Overall, I rate the solution an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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