It is a collaboration tool for web communication, similar to Microsoft Teams, Zoom, and Google Meet.
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.
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.
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.
An excellent all in one solution
What do you like best about the product?
It's a single unified system with all of the features required to get your contact centre up and run.
What do you dislike about the product?
It's a complete re-architecture from the ground up comapred to our previous solutions so we had to spend time to learn the most effective ways to use this new technolofy.
What problems is the product solving and how is that benefiting you?
1) Connecting our customers wtih the best possible agents available at that time
2) Ensuring all of our calls are fully compliant
3)Giving our customer a choice of different ways to communicate wtih us
2) Ensuring all of our calls are fully compliant
3)Giving our customer a choice of different ways to communicate wtih us
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 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.
I like the calls to come directly
What do you like best about the product?
I love how convenient it is to use and it doesn't take long to get used to. You also only have to be connected to the Internet to use it, no other systems are needed. And we can track the number of calls and provide provisions to know what they are for.
What do you dislike about the product?
It is always necessary to clear the browser cahce if it is not working properly. And I find the icons at the bottom to be a little small. In general it is good. But they need to improve overall performance.
What problems is the product solving and how is that benefiting you?
Easy to track and maintain call logs as well as additional information. We also solve the poor quality of call service using Webex Contact Center. And the best part is that it allows me to easily clock in, take breaks, and check out during all the necessary time of the day that I need.
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