Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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It is the best system we could find
What do you like best about the product?
I love that it has provided a great return on investment for our clients. It it also a robust system that allows you to delve into many of its functions to obtain details that were not available before. I also consider that the cloud architecture is a differential, and also its friendly interface for agents.
What do you dislike about the product?
Webex Contact Center has integration Complexity. However, it's confusing how you have to indicate the time of day you worked. And I think the product is still maturing in terms of stability.
What problems is the product solving and how is that benefiting you?
It is a fully managed solution and plataform. It also allows the ability to scale a call center and we were able to have offices in remote locations. The administrative tools are easy to use and powerful. It is the best app for instant team conversations and chats, benefiting you in many ways.
Scalable platform with many channels available
What do you like best about the product?
It is a tool available on multiple platforms, so it is easy to access. It also offers me flexibility, scalability, easy to implement, use and maintain. I believe that Artificial Intelligence does the job required and is easy to configure.
What do you dislike about the product?
The only problems is that sometimes the phone system just disconnects you in the middle of a call or cuts out. And I think that the search function in the Administrator section needs a lot of help.
What problems is the product solving and how is that benefiting you?
There are many options to interact with customers using voice, SMS, mms chatbots, email, etc. And I love the way I can easily access and review my team's calls. It has helped our company respond efficiently to our customer calls.
We can obtain, update and create any data
What do you like best about the product?
The automation of forecasts and schedules has been excellent. Plus the platform is very easy to use and has a lot of features that made our transition easy. It has great features along with great functionality. We can also receive suggestions based on conversation with customers.
What do you dislike about the product?
I think it is a perfect solution for those who work in a product company and stand behind their products. However, call quality is not good with low-bandwidth Internet connections.
What problems is the product solving and how is that benefiting you?
Provides real-time collaboration feature with other team members. Its scalability allows businesses to easily add or remove users and roles as their needs change. Helped organize events throug business call and make them more interactive.
Makes case workflow much more efficient
What do you like best about the product?
I love this tool as it reduces the response time of our incoming calls and decreases the call abandonment rate. It also allows seamless integration of communications through various channels, providing a coherent and fluid experience for customers.
What do you dislike about the product?
I believe that customization, although possible, has proven to be limited in some aspects, which has made it difficult to fully adapt to our specific needs.
What problems is the product solving and how is that benefiting you?
If you're new, Webex Contact Center makes it easy to navigate and understand the system. Call recording and quality control have helped us train our employees better and in the areas that needed improvement.
Create a quality connection with your customers to know their opinions.
What do you like best about the product?
Simple configuration as all Webex tools, the voice quality is indisputable and connectivity is very complete, very little interference when contact is made, you can group a group of customers and serve them, it is a very neat program integrates very well with other Cisco services. It is customizable to the point of ordering the entire flow of incoming calls.
What do you dislike about the product?
We could have more access to integrations with other CRM services, the call statistics reports are very poor, the interface is a bit outdated, I hope they work more on the details.
What problems is the product solving and how is that benefiting you?
It is used for guided calls to our customers and between IT groups, it is also a good option for remote assistance, at all times we can track the calls that are made and work on better customer service. It is a multichannel system that meets everything we need in our organization.
Easy to generate reports
What do you like best about the product?
With this tool sales were very accommodating. Real-time information on call data and analysis. I also like how you can manage and review calls using the dashboard. In addition to the ease of listening to call recordings.
What do you dislike about the product?
I don't like that certain services require tangible upfront costs. Sometimes calls are dropped and other times they are not recorded. And lastly, some of the configuration/backend settings can be complicated.
What problems is the product solving and how is that benefiting you?
It has created a better culture in our call center and our call center agents have easy access to their KPIs. Additionally, it has been incredibly stable for us and we have had minimal downtime.
Easy access log in to start calling
What do you like best about the product?
Reliable system that provides all the necessary data. It is easy to interect with different skill levels, both for incoming and outgoing dialing. The advantage is that it is easy to move from one contact to another. I like everything to be in one place.
What do you dislike about the product?
Webex Contact Center doesn't have many problems, it really depends on the stability of the Internet connection. But I don't like that sometimes you can experience one or two errors when logging in, but other than that it works very well.
What problems is the product solving and how is that benefiting you?
It is very easy to navigate and I feel that the request is approved in a timely manner. It also helps me Solve clients' everyday Internet, television and telephone problems. I also consider that the Webex Contact Center system it is very robust and can be designed for its entire contact flow structure.
The ability to create dashboards, edit them, and most of all, the system is easy to use!
What do you like best about the product?
The ability to arrange my calls appropriately. I also like the fact that Webex Contact Center is easy to use and to the point. And it allows me to speak and help my clients efficiently. What I like most is how easy it is to use, plus it's great to follow up and call back a customer in an easy way.
What do you dislike about the product?
It may take 2 attempts to log in and the double hang up button is a bit annoying. It also has some problems logging out when my computer is locked when I'm away from my desk.
What problems is the product solving and how is that benefiting you?
Very useful to allow the entire team to see statistics in real time. And it has a smooth operating system. It also easily provides information that makes our call center thrive. The setup is really consistent and easy to use. This is a great tool for managing campaigns and outbound data.
The simple and easy-to-use user interface makes navigation easy
What do you like best about the product?
I love that it provides customization feature to tailor the platform to your specific business needs. It is also very easy and simple, you can read graphs about your statistics. And transferring to a specific person is a nice feature.
What do you dislike about the product?
I believe that there are some areas where functionality is limited. Other than this, there's nothing in particular I don't like, but I wish there was more information about the call itself and other options.
What problems is the product solving and how is that benefiting you?
With Webex Contact Center I can suspend a meeting or wait for breaks when I know if there is someone to conver my absence, and I can also check the history tab to see and verify the numbers I called. Plus, the easy-to-read tabs on the page are quick to find and easier to access.
This is a very easy system to learn
What do you like best about the product?
I like being able to call someone directly from my computer, instead of my cell phone. That's an attractive quality. It's easier to call people within my organization, so internal communication is better. And it has a good user interface when working, easy to use also when working.
What do you dislike about the product?
A proper fulfillment tracking function is necessary, and I find that if could communicate with our other system, order entry would be much more efficient.
What problems is the product solving and how is that benefiting you?
The ability to communicate with the client and have all their information available is extremely useful! And it's easy to makes calls to certain groups of the team in a free-for-all style. They best thing about this is the quick answers and easy hotkeys to find the quick answers saved in the database.
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