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.
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.
All in one super experience
What do you like best about the product?
Very easy to use, no need of costly infrastructer, Single pane of glass, All features we can use on a single page. easy licenses module, you pay what you use, easy integration with thirrd party applications and very secure infrastructure.
What do you dislike about the product?
Cisco ordering process seems very complex.
What problems is the product solving and how is that benefiting you?
We don't need to use so many aaplication separately, due Webex Contact Center on single page we are geeting all the appications.
Easy to use.
Simple licensing model
Secure Iinfra
Paying what we use.
Easy to use.
Simple licensing model
Secure Iinfra
Paying what we use.
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
Intuitive and powerful system
What do you like best about the product?
I like that it is a tool with a very simple and easy-to-understand interface, so it does not require too much training. I love that the desktop version has a ton of super useful and easy-to-use built-in features. I like that it integrates very easily with other applications and with email.
What do you dislike about the product?
It has a somewhat high price to consider, since it is not as accessible for small businesses. Sometimes the application crashes and needs to be restarted. It would be great to have more integrated reports.
What problems is the product solving and how is that benefiting you?
It is a very beneficial tool, especially for those who work from home, as it makes their work much easier. The Voicemail Transfer with Notes feature helps route the call to the right person and lets them know what the message is about.
Ability to launch and implement chat solution
What do you like best about the product?
I like the functionality and ability to control everything ourselves. It is also a great platform when you need to organize virtual meetings. The user interface is simple, clear and easy to navigate. The learning curve is very easy and anyone can get used to it and it works well.
What do you dislike about the product?
For many basic questions, the site has helped us; However, in some cases where the request are not so original, it is helpeful to have a person there. Also the sound of incoming calls is too quiet for me.
What problems is the product solving and how is that benefiting you?
It is easy to use and you can access it through the app on online. It also offers me accuracy and relevance of the answers with respect to the question being asked. The Bot helps encourage users to self-service. Additionally, self-service options have been added for our customers with an easy-to-use interface.
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