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.
Transforming my digital marketing administration with Webex Contact Center
What do you like best about the product?
What I love most about Webex Contact Center is its extensive range of features. From the moment I started using it, I realized its ability to centralize each communication and provide a collaborative and efficient environment. The ease of managing calls, emails and chats in a single platform allowed me to save time and avoid the dispersion of information. Additionally, integration with other Cisco tools, such as Webex Teams, has further enhanced real-time engagement. Another notable feature is the Webex Contact Center customization functionality. The platform adapts perfectly to the specific needs of my team and allows me to establish personalized workflows. I can conceptualize rules and automations to manage contacts more efficiently, which has significantly improved our productivity and allowed us to focus on strategic points.
What do you dislike about the product?
Regarding what makes me angry, I must mention that at times it experienced some complexity when struggling with the initial learning curve of the platform. Although it provides extensive documentation and technical support, consider that greater attention to usability and a more intuitive interface could make the adoption process a more dynamic experience.
What problems is the product solving and how is that benefiting you?
Webex Contact Center was essential to solve various problems in my role as Digital Marketing Manager. Due to its real-time study and reporting capabilities, it has been able to make more informed and strategic choices. In addition, the tool has improved our ability to provide more efficient and personalized buyer service. The denominated queuing capacity allowed us to distribute the work equitably and reduce the waiting time for consumers.
The ultimate solution for managing customer communication.
What do you like best about the product?
Contact Center is the ultimate solution to provide the best contact to customers. It offers an elegant control panel whereas agents we can manage all the software, also in its interface offers predictive dialing, we can track all calls coming into the contact center, it is seamlessly integrated with CRM software, has integrated an interactive voice response with excellent artificial intelligence, and in the package I also want to highlight the multichannel integration. This software also allows us to manage live reports, and perform analysis on all incoming and outgoing calls, it is also possible to conduct customer surveys to find out if they are satisfied with the services offered in the company. Options such as screen sharing, live chat and text messaging is another option that I want to highlight of the product as it greatly facilitates the connection with the customer.
What do you dislike about the product?
There is currently no mobile version I think this is a defect of the service, the reports although useful are complex to use. It is an expensive solution especially for small businesses, the application was designed for medium and large companies, communications with users in other countries often have errors sometimes hang up having to redo the call, the chatbot is not very intuitive can be improved.
What problems is the product solving and how is that benefiting you?
We saw the need to improve our commercial results, so we implemented this software to achieve better sales conversations and better contact with the customer to offer and provide our services, we can manage and control the performance of agents, and it has also been possible to make hires using the tool. From the cloud we have taken control of operations management freeing up a lot of workloads in the process, as artificial intelligence acts efficiently and improves performance. We also use the web-based portal for reporting and analysis.
Will be powerful
What do you like best about the product?
The Cisco contact center is incredibly user-friendly for agents. The web-based agent application can be accessed on any PC without the need for software installation.
Furthermore, the historical and real-time reports are truly impressive as they assist in making immediate decisions based on the queue occupancy for customer support.
Additionally, it allows for multiple contact channels for clients, including chat, email, Facebook, in addition to the traditional inbound and outbound voice channels.
Furthermore, the historical and real-time reports are truly impressive as they assist in making immediate decisions based on the queue occupancy for customer support.
Additionally, it allows for multiple contact channels for clients, including chat, email, Facebook, in addition to the traditional inbound and outbound voice channels.
What do you dislike about the product?
I have absolutely no grievances or complaints about this phone system.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has enabled me to do away with my old physical equipment. the solution is much easier to manage.
Implementation engineer for webex calling
What do you like best about the product?
I like all of the new API's, integrations that are either out or roadmapped for contact center
What do you dislike about the product?
it is still relatively young, on prem UCCX is still a better solution
What problems is the product solving and how is that benefiting you?
Not having to deal with maintenance of UCCX
Webex to simplify the life
What do you like best about the product?
Improves sales revenue,Maintain customer retention.
What do you dislike about the product?
Takes something longer time to deliver results.
Can be more user friendly
Can be more user friendly
What problems is the product solving and how is that benefiting you?
It's helps me to maintain close relationships with my customers, which have help me to retain customers having interest in my business
Excellent service
What do you like best about the product?
I like when they solve all my problems and doubts
What do you dislike about the product?
Nothing, everything is good and nice and friendly
What problems is the product solving and how is that benefiting you?
I had doubts about some transactions in the system and they clear all my dou
Recommendations to others considering the product:
Nothing all good
Customer Servive
What do you like best about the product?
It lets me connect with my manager and other teammates. It allows me to share my screen and a whiteboard to show examples.
What do you dislike about the product?
It crashes easily.and it is hard to get back on once you are booted off.
What problems is the product solving and how is that benefiting you?
Being able to reach out to multiple people at the same time and it's convenient.
Recommendations to others considering the product:
I would like to be a beta tester for new products.
Easy-to-use contact center
What do you like best about the product?
The best thing about this contact center is the ease of use for agents. It is very intuitive and has many realtime reports that facilitate decision making for supervisors.
What do you dislike about the product?
That does not have the possibility of the channel of attention via whatsapp. Something that is very requested by customers.
What problems is the product solving and how is that benefiting you?
We greatly improve the attention to our customers. We were able to incorporate more channels of attention and many more important reports.
Recommendations to others considering the product:
If you need an easy-to-use contact center for agents and supervisors, this is the right one.
Omnicanal Contact Center
What do you like best about the product?
The cisco contact center is really very simple to use for agents. The agent application to be web, can be opened on any PC without installing software.
In addition, the historical and real time reports, without fabulous since they help to make instant decisions based on the occupation of the queues of attention.
It also allows having multiple contact channels for clients, such as chat, email, facebook, in addition to traditional incoming and outgoing voice channels.
In addition, the historical and real time reports, without fabulous since they help to make instant decisions based on the occupation of the queues of attention.
It also allows having multiple contact channels for clients, such as chat, email, facebook, in addition to traditional incoming and outgoing voice channels.
What do you dislike about the product?
It would be ideal that at some point support as incoming and outgoing to WhatsApp
What problems is the product solving and how is that benefiting you?
We were able to solve the problem of having different agents attending through different communication channels. With this platform we were able to unify everything.
Recommendations to others considering the product:
If you are in need of an omnichannel call center, have the Cisco unified contact center in mind, because it meets the requirements of most contact centers very well.
Cisco Contact Center very easy and intuitive
What do you like best about the product?
The Cisco Contact Center solution is very simple to use, both for incoming calls and for outgoing calls. It allows having work time after each call and managing the causes of Not Ready and Logout.
What do you dislike about the product?
If for some reason you could not answer a call quickly, the system puts you in Not Ready.
What problems is the product solving and how is that benefiting you?
Implementing the Cisco Contact Center solution, allowed us to control the support help desk and improve the service provided to users.
Recommendations to others considering the product:
I recommend the use of Cisco Contact Center in order to improve the service provided to users or customers who access via call or other communication channels.
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