It is a collaboration tool for web communication, similar to Microsoft Teams, Zoom, and Google Meet.
Webex Contact Center
Cisco Systems, Inc.External reviews
170 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Flexible Solution for Modern Contact Center.
What do you like best about the product?
The multichannel communication feature is Webex Contact Center is a game changer, allowing our agents to handle customer queries across voice, chat, and email all within a single platform. The simple user interface makes it easy for our team to track customer interaction.
What do you dislike about the product?
One area that could be improved is the complexity of setting up certain automation workflows, which can be time-consuming.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has improved how we handle our customer service interaction and the ability to monitor our agent's performance in real-time.
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?
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)
WxCC - way to go
What do you like best about the product?
Agility and the introduction of new features as they comes.
What do you dislike about the product?
Flexibility of the tool itself sometimes. this can be more integrated.
What problems is the product solving and how is that benefiting you?
Agility and lead time issues are sorted with WxCC
Cisco Webex Contact Center
What do you like best about the product?
Cisco used the experience from a industry standard enterprise solution and created a cloud platform for contact centers that is both scalable and cutting edge. They have a clear roadmap but take oppertunity to (quickly) add functionality where required.
What do you dislike about the product?
At the time of writing Cisco have yet to fully integrate the multimedia platform into the main solution which can be cumbersome. However they have already stated that this will be addressed in future release.
What problems is the product solving and how is that benefiting you?
Cisco is adding new features to the solution on a weekly bases which allows customers to make use of the latest technology. Their goal is to make all configurational aspects available from a single interface which is crucial for customers that want to work from a self-service aspect.
showing 21 - 30