The use cases for this involve deployment both internally within an enterprise and externally with customers. Customers have the flexibility to deploy it within their organization or externally to serve their own customers. In some instances, agents utilize the system to meet the needs of external customers.
Webex Contact Center
Cisco Systems, Inc.External reviews
173 reviews
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and
External reviews are not included in the AWS star rating for the product.
I can help my clients solve all their problems and address all their needs
What do you like best about the product?
It's very easy to use and support responds quickly. And I like how easy the system is for those just starting a new career after Covid-19. It also provides me with many pre-designed reports. And what I like the most is how quickly it works and responds.
What do you dislike about the product?
I believe all tools and features are effective in transforming our support platform into self-service support. Since it has proven that all the tools and features provided by Webex Contact Center are useful and manufactured with the highest quality.
What problems is the product solving and how is that benefiting you?
Webex Contact Center provides me with quick and easy operational navigation with the modern design dashboard, The intelligent self-service platform allows the customer to self-diagnose the problem and resolve it quickly.
A one-stop shop for customer service and interaction
What do you like best about the product?
Our response speed is improved with Webex significantly. We implemented Webex Contact Center with a focus on security to strengthen our customer service infrastructure. Our platform is used by all of our important customer service departments and meets all of our security and compliance requirements.
What do you dislike about the product?
Integration Issues To ensure a smooth launch, we had to dedicate additional time and resources to resolve the challenges of integrating the platform with some of our current systems. It would be great if the platform had more outbound functionality, especially for proactive customer engagement, because it handles inbound interactions very well.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has substantially improved the security of our customer service in several aspects, which is a clear indication of our return on investment. Its robust security features make it an ideal choice for industries that have strict compliance requirements.
It has an easy-to-use interface and requires no coding experience
What do you like best about the product?
I am using this tool to call and send SMS to my clients who are located all over the world. Webex Contac Center is an economical and very easy tool to use and communicate with our clients. And once we leave the voice message, they respond and send SMS, it is a very useful tool.
What do you dislike about the product?
There is no displeasure in Webex Contact Center, since it is easy to use and for calling it is very useful. They have also improved it with the latest restructuring of the panel they have carried out.
What problems is the product solving and how is that benefiting you?
Webex Contact Center gives me ease of implementation, call quality and the good customer service they have. We perform all our pre-sales and after-sales services through this tool. Webex Contact Center is cloud-based, so it's fairly easy to deploy.
Webex improves our customer response and support
What do you like best about the product?
Webex strengthens our response time. To strengthen our customer service infrastructure, we prioritized security and adopted Webex Contact Center. The platform meets our diverse security and compliance needs and is deployed across all key customer service departments.
What do you dislike about the product?
I think a weak point is the expenses associated with initial training. There was a short adjustment time as officers need extensive training to understand and follow security protocols.
What problems is the product solving and how is that benefiting you?
Our customer service security posture has been greatly improved through the implementation of Webex Contact Center. Customer trust in us grows as a result of our commitment to data security and compliance, which in turn demonstrates our return on investment. Industries with strict compliance standards will find this a reliable solution due to its powerful security features.
A robust and seamlessly integrated cloud-based solution with advanced features, leveraging the Control Hub for comprehensive management
What is our primary use case?
What is most valuable?
The central management tool, Control Hub, holds significant value for the management team. With Control Hub, there is complete visibility into every aspect, solution, and device, with the contact center being just one component. Additionally, the system offers various features, and as of now, I've recently returned from my vacation.
For how long have I used the solution?
I have been involved in the hardware aspect of working with it for two years, while my experience in collaboration spans over two decades.
How are customer service and support?
I would rate its customer service and support nine out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
The setup is most seamless when the customer already has an established Cisco infrastructure.
What other advice do I have?
Overall, I would rate it nine out of ten.
Enhanced your customer support with webex contact center
What do you like best about the product?
I likes its user interface and smoother deployment in any scale of organisation. Features such as automated call distribution and scheduling are incredible to grow your CRM and customer satisfaction. Webex contact center maintains the contact information of historic customers, current customers to help the client to prioritise and customise the services. Dashboard is very interactive and it gives then details of agents. Security features are also good.
What do you dislike about the product?
More advanced API integration needed to serve the CRM system well. Overall good platform till date, No such major issue encountered.
What problems is the product solving and how is that benefiting you?
Previously, Keeping call schedules and contact records is a hectic task to maintain your customers and server them better. But by using Webex contact center, The customer reach and gathering drastically increased. As a senior software engineer, we had used this platform to maintain and build our CRM system for the client's business. Issues and tickets were well addressed and customised solutions were offered to the customers. Now we can contact historic customers with well targeted content to enhanced business engagement with webex contact center. Best platform for CRM and communication.
Our customers retention rate increased by 105% by using webex contact center which automatically deploys calls to generate leads using auto dialer.
Our customers retention rate increased by 105% by using webex contact center which automatically deploys calls to generate leads using auto dialer.
Webex Contact center - “Best tool to enhance organisational CRM”
What do you like best about the product?
This platform is well integrated and collectively sync user data, customer interactions. I liked its flexibility and wide range of customisation to the customers. From small scale to large scale organisation, webex contact center provides a enhanced contact center. It's integration with the CRM system is remarkable as it enables us to better serve to the customers. User interface is so interactive. Call flow customisation is good.
What do you dislike about the product?
API and Agent statstics need to be improved. CRM integration is good but more enhanced data mapping, call records would be benificial.
What problems is the product solving and how is that benefiting you?
As a software engineer, I'm working on a huge database and customer services for the products from our clients from all over the world to serve them better in CRM domain. Customer service and satisfaction is our paramount importance. Webex contact center helped us to get connected with the past customers to communicate effectively. Based on historic data, we are able to serve personalised services and tackle the client issues. By using webex contact center, The overall customer engagement and client satisfaction increased drastically. Service quality and ticketing time also optimised. Highly recommend.
Game Changer in Corporate Telephony
What do you like best about the product?
Seamless navigation through easy to use interface.
Ability to ensure all clients calls are attended.
Advanced security to all features.
Simplified implementation processes mostly enhanced by ever available customers support team.
Effectiveness of integrations with productivity tools.
Ability to ensure all clients calls are attended.
Advanced security to all features.
Simplified implementation processes mostly enhanced by ever available customers support team.
Effectiveness of integrations with productivity tools.
What do you dislike about the product?
Am frequent user of this application who can assure all this is zero downside tool.
What problems is the product solving and how is that benefiting you?
This is a brilliant idea keeping our clients and team members ever connected with updates and feedbacks around the clock .
All-in-one Communication Hub
What do you like best about the product?
Intuitive easy to use interface.
Easy to optimise our communication.
Quick of adaptation.
Right call procedure.
Perfect integrations.
Easy to optimise our communication.
Quick of adaptation.
Right call procedure.
Perfect integrations.
What do you dislike about the product?
With most guidance from reliable customers support team all of this tool are positive remarks.
What problems is the product solving and how is that benefiting you?
This tool has transformed our conversation with rea-time calls chats and emails giving instant feedbacks and directly without mid person.
Webex Contact Center has helped us in keeping our conversations with parents organized
What do you like best about the product?
The most beneficial feature of Webex Contact Center is the ability to transfer calls from customers (parents in our case) to higher ups or agents. All of the major customer communication routes i.e. calls, chats and email are accessible from a single platform. Another feature that I liked is the movable and customizable widgets that we can use to respond to parents. We can easily send them a location or embed a website into a widget to provide information directly from the website. Lastly, the shortcut keys for taking actions like switching states or switching between emails and calls is very helpful and has saved us a lot of time. The implementation and integration of Webex Contact Center with the already existing systems in our educational institution was very simple. Webex Contact Center is used by our customer support agents several times a day and the customer support team of Webex Contact Center was online 24x7 for solving issues we faced. Overall, my experience with Webex Contact Center since the implementation was amazing and it played a major role for us in getting leads and admissions from prospective parents.
What do you dislike about the product?
Webex Contact Center is a bit pricey but the ROI it provides (i.e. new admissions) makes it worthwhile.
What problems is the product solving and how is that benefiting you?
We started using Webex Contact Center back in 2020 when all the educational institutions were closed due to the pandemic. We were looking for an effective, easy to use software that can help us manage all current and prospective parent interactions be it in chat or call professionally which would lead to more admissions in our educational institution. Webex Contact Center helped us in managing all parent communications from a single software saving us a lot of time and effort of switching tabs and devices. Its simple and intuitive user interface also allowed our support team to work from home without the need of a technology professional. Webex Contact Center got us many leads and admissions which benefitted us financially. Overall, Webex Contact Center gave us a very good ROI by helping us in providing professional support to the parents answering their queries and hence increasing admissions and revenue.
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