I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product.
Webex Contact Center
Cisco Systems, Inc.External reviews
170 reviews
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A low-priced product that offers great scalability options
What is our primary use case?
What is most valuable?
The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things.
What needs improvement?
With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop. With Cisco Webex Contact Center, only one screen works when I try to share the screen, making it the area where improvements are required. With Cisco Webex Contact Center, when I use the screen's sharing capabilities, I am stuck on one tab and can't view everything at once.
For how long have I used the solution?
I have been using Cisco Webex Contact Center for two and a half years. I use the solution as a regular platform. My company serves as a distributor of Cisco products.
What do I think about the stability of the solution?
There are some network issues at times, but not anything from Cisco Webex Contact Center's end.
What do I think about the scalability of the solution?
As a distributor and promoter of the product, I rate the product's scalability a ten out of ten.
My company has 4,000 users of the solution. Internally, at times, my company uses Microsoft Teams, but with our partners, we use Cisco.
How was the initial setup?
The product's initial setup phase is very easy. The product's initial setup process is easy since our company has an IT department that deals with the provisioning part for us, so we don't face any difficulties.
The solution is deployed on the cloud.
Without our company knowing, the solution's help desk accesses our network and website, which then takes care of the deployment for us.
What's my experience with pricing, setup cost, and licensing?
Price-wise, it is a cheap product, especially when compared to Microsoft Teams.
What other advice do I have?
When I use the product, I don't face any troubles, but it is difficult to use
The integration of the product with Microsoft Teams should be proper. There is a need to have people who can properly deploy or take care of the integration of the product with Microsoft Teams so that both products get synchronized.
I rate the overall tool a ten out of ten.
Practical and very simple
What do you like best about the product?
The greatest function is the ability to answer direct calls while on a call. Keeps good connection with other systems that we use to help our customers.
What do you dislike about the product?
For me, what I dislike is on some dropdowns, it cuts off at the bottom and I can't see it.
What problems is the product solving and how is that benefiting you?
Addresses issues such as call tracking, management, and queue volume. Solved the problems of time management and efficient customer contact accessibility.
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.
Transforming our customer service with Webex Contact Center
What do you like best about the product?
What I liked most about Webex Contact Center was its ease of use and intuitive interface. I had no problems adapting quickly to the program, and my coworkers also found it accessible and understandable. In addition, the platform offers a wide range of features and tools that allow us to manage various communication channels, such as telephone calls, live chat, emails and social networks, all from a single platform. This made it easier to expand our ability to provide efficient and effective buyer service. The intelligent call routing tool has been a huge plus for me, as it allowed us to allow calls equally among our team and minimize the wait time for our own consumers. In addition, the function of filming and saving relationships with consumers has helped us significantly in resolving issues and optimizing our service.
What do you dislike about the product?
However, the aspect I liked least has been the initial learning curve to use each of the advanced properties of Webex Contact Center. Although the platform itself is simple to use, it will take a while for users to familiarize themselves and take full advantage of each of the features. However, with the support of the program's amazing buyer support team, we were able to immediately overcome this gap in understanding.
What problems is the product solving and how is that benefiting you?
Overall, the Webex Contact Center program was a real eye-opener for our company. It allowed us to provide quality buyer service more efficiently and improve our own performance metrics. We have experienced a significant decrease in wait times for our own consumers, as well as growth in buyer satisfaction. The program has solved several of our own problems in terms of communication management and given us a clearer perspective on areas of optimization in our service.
The definitive communication solution for your contact center.
What do you like best about the product?
One of the properties that I love most about this program is its intuitive and easy-to-use interface. From the first day, I was able to work with him without problems, saving time learning his performance. In other words, essential for any busy professional looking for immediate results. Additionally, Webex Contact Center has provided me with a vast array of tools and customization possibilities. I can adapt reports and data dashboards according to the specific needs of our organization and the goals we want to achieve. This was necessary to provide accurate and actionable studies to our own executives and decision-making groups.
What do you dislike about the product?
However, although the program has many advantages, I must also name several things that I dislike. Sometimes the platform might be slow or experience certain glitches, which can hurt my workflow. Fortunately, [Webex contact center]'s technical support team is reliable and always responds quickly to resolve any issues that arise.
What problems is the product solving and how is that benefiting you?
My experience as a professional data analyst using the Webex contact center was quite positive. It has improved the efficiency of my work, allowing me to save time and provide high-quality study. Additionally, it allowed our organization to positively resolve issues and make informed and strategic choices.
We just implemented last year and we have a lot of issues still
What do you like best about the product?
I am too new to administration to comment
What do you dislike about the product?
We just implemented last year and we have a lot of issues still. We still have to have weekly meeting with our implementation team to track issues.
What problems is the product solving and how is that benefiting you?
I was not involved in the implementation just recently became an Admin.
Power tool to Boost Customer experience.
What do you like best about the product?
It is very easy to use as the platform is user frienldy.
Improves productivity
It provides multiple ways to communicate with the customers and handle inbound processes like calls,emails,appointments and etc.
Improves productivity
It provides multiple ways to communicate with the customers and handle inbound processes like calls,emails,appointments and etc.
What do you dislike about the product?
Internet explorer is the only app that webex support.
Proper training is necessary for the employees to use the webex contact center for smooth execution.
Setting up this tool can be a tedious process.
Proper training is necessary for the employees to use the webex contact center for smooth execution.
Setting up this tool can be a tedious process.
What problems is the product solving and how is that benefiting you?
It has helped us to easily integrate with other Cisco tools.
Due to the 24*7 availabilty it has helped our customer to resolve their issues at any pint of time.
It helps in making sheduling,forecasting much more easier.
Due to the 24*7 availabilty it has helped our customer to resolve their issues at any pint of time.
It helps in making sheduling,forecasting much more easier.
collaboration and engagement made swift
What do you like best about the product?
webex contact centre improves collaboration, it's user friendly interface allows agents to work together as the platform allows multiple agent users, incase of a tough situation they all can engage each other and solve a problem. thesupport team engages well withusers and are ready to help anytime a client has a query.
What do you dislike about the product?
sometime the system is overwhelmed by to much traffic in inquiry, also there sholuld be a way to filter some of customers feedback from the urgent matters from basic ones as soo much time is spent on going through all issues.
What problems is the product solving and how is that benefiting you?
solves lack of collaboration issue, on webex contact centre agents work in collaboration to solve customers probems
Webex Contact Center
What do you like best about the product?
It can use chatbots to answer common questions.
What do you dislike about the product?
It does not integrate with all CRM and ERP systems.
What problems is the product solving and how is that benefiting you?
It improves customer satisfaction.
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.
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