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
173 reviews
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External reviews are not included in the AWS star rating for the product.
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 would you rate customer service and support?
Positive
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 would you rate customer service and support?
Positive
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.
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.
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