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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External reviews are not included in the AWS star rating for the product.
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.
We have all the required features in one place
What do you like best about the product?
Allows individual configurations that any large company will appreciate. Webex Contact offer a complete solution with telephony, email, chat, all under one foof. They also help us with SMS and some type of email.
What do you dislike about the product?
I didn't find any problems that I wanted to complain about or that I don't like. I really can't think of anything negative at the moment, as we have been able to resolve all of our requests so far.
What problems is the product solving and how is that benefiting you?
With Webex Contact Center we have been able to solve everything we want to achieve so far and we have been able to integrate each channel for our customers as requested.
Contact solution center is very Good
What do you like best about the product?
The support is very accessible, it is also very professional and straight to the point. It is very informative and useful. It is is easy to use and very user friendly. the resolution rate, especially the first call resolution, is impeccably high and very consistent.
What do you dislike about the product?
I find them to be very slow to start up, contain multiple errors/gliches that cause long freezing periods. They are also quite rigid when it comes to following the rules.
What problems is the product solving and how is that benefiting you?
Webex Contact Center is undoubtedly the best operator, it has fantastic customer support team, it also helps to manage costs and improve profitability. I also like to be able to call and speak directly with someone about my account and my services.
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.
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