Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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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.
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.
Has a lot of potential
What do you like best about the product?
Ease of use for agents
Number of features, with custom work almost anything can be done
Extensive documentation available
Number of features, with custom work almost anything can be done
Extensive documentation available
What do you dislike about the product?
Interface performance difficulties at times depending on device running the system
What problems is the product solving and how is that benefiting you?
It is being used as our primary system for all external customer communication via telephony.
Delightful experience
What do you like best about the product?
Easy to deploy, easy to operate and amazing customer journey
What do you dislike about the product?
Pricing structure for the digital channel is confusing to understand.
What problems is the product solving and how is that benefiting you?
Integration with WhatsApp channel on the same user view. True Ominichannel journey.
Great Idea, OK Software, Bad Management
What do you like best about the product?
I Like how powerful it is. basically if it fits your needs it will do you well. but that can also be its undoing.
Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities.
Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view
given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation.
Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities.
Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view
given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation.
What do you dislike about the product?
You basically need to work how cisco wants you to work. if you need to make canges then you will need to hire expberts and have a lot of dealings with cisco support. this is deffinatly not software i would reccoment to small and medium business this is for workplaceas with 500 plus users.
Integration or implimentation are difficault tasks that unless you are an expbert you will need external support.
Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual
Integration or implimentation are difficault tasks that unless you are an expbert you will need external support.
Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual
What problems is the product solving and how is that benefiting you?
It works well as a phone system. the reporting is a little to be desired.
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