Webex Calling
Cisco Systems, Inc.External reviews
667 reviews
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External reviews are not included in the AWS star rating for the product.
Webex Calling reports changed how we staff our support lines
What do you like best about the product?
We have 80 agents across two contact hubs and before Webex Calling our visibility into call performance was a weekly spreadsheet which someone put together by hand. Webex Calling Analyzer changed that. Real time call queue stats, hunt group utilization and average handle time by location etc all in one place. I personally built a custom dashboard specifically for peak trading windows to monitor queue depth and abandon rates live.
What do you dislike about the product?
Historical reporting lag in Analyzer is a problem me. Data can take up to 30 minutes to appear in some reports. For a CX operation this moves fast that gap is genuinely frustrating.
What problems is the product solving and how is that benefiting you?
Before this we only realized we were understaffed after customers had already waited too long. With live queue data i can see the queue starting to build and move someone before it becomes a problem. Average wait times dropped noticeably. There is also call recording with controlled access which i did not think much about at the start. But during escalations where you need to check what was actually said.
Webex Calling + Salesforce CTI Made Call Logging Effortless
What do you like best about the product?
Client was manually logging every outbound sales call into Salesforce. After implementing Webex Calling with Salesforce CTI integration that whole process disappeared. Click to dial from Salesforce record, automatic call logging, screen pop on inbound calls are some of my favourite features. Sales reps picked it up quickly, no long training needed. As consultant the CTI connector documentation was solid and setup was predictable.
What do you dislike about the product?
Screen pop stopped firing correctly after a Salesforce sandbox refresh mid project. Turned out OAuth token had to be re authorised on each rep machine manually. There is no bulk re auth option in connector admin.
What problems is the product solving and how is that benefiting you?
After the rollout the client Salesforce data was cleaner. With automatic logging the CRM data became reliable fast and that fed directly into pipeline. For me as consultant it also made scoping conversations on future projects easier because i had a concrete outcome to point to.
Answer For our Home Mod program
What do you like best about the product?
I can answer and make calls on the go with webex anywhere
What do you dislike about the product?
It rings from my office phone to my cell phone.
What problems is the product solving and how is that benefiting you?
When I’m away from the office, I can still receive my calls.
Smooth Multi-Office PBX Migration with Powerful Hunt Group Setup
What do you like best about the product?
Managing four offices from one place is something I didn't think would actually work this smooth. We left our old PBX last year and the local gateway setup was simpler than expected. Hunt group config was the best part. Our support team needed sequential ringing during core hours and overflow to shared voicemail after hours and we set it all up without opening a single ticket. The voicemail to email transcription became useful too especially for Amsterdam where half the team is hybrid. They just check inbox, no need to dial in.
What do you dislike about the product?
The reporting felt limited for hunt groups. Basic call volume and quality metrics are there but if you want overflow rates by time of day or average ring time per agent you need extra steps or third party tools. For teams that need detailed queue visibility it can feel not enough.
What problems is the product solving and how is that benefiting you?
Adding a new user across four locations used to mean back and forth with our telephony vendor but now it takes maybe ten minutes. The softphone also quietly solved something we didn't track properly before. Fewer missed calls since rollout. Not dramatic change but it does make difference in how team stays reachable.
Excellent Audio Quality, Stable Calls, and Seamless Webex Integration
What do you like best about the product?
I really appreciate the audio quality. Calls are stable, it’s easy to use, and it integrates perfectly with other Webex applications. Overall, it’s excellent.
What do you dislike about the product?
Connectivity is rarely impacted by network issues, and it generally stays stable.
What problems is the product solving and how is that benefiting you?
Since we started using this platform, we’ve improved communication within the team, and that has had a very positive impact on our results. Overall, it’s been a secure, stable, and easy-to-manage phone system.
Survivability Kept Our Clinics Calling Through Internet Drops
What do you like best about the product?
During our network migration last spring we moved 14 clinic sites to new ISP over three weekends. I was worried about call continuity because healthcare cannot just go dark. Survivability feature kept branch sites working even during short internet drops, staff could still make local calls. That was not possible with our old setup. Nurses and admin are also not switching between different apps anymore, everything is in one place.
What do you dislike about the product?
There was one case where ELIN was not updating correctly after a location move and we had to go through TAC to fix it. For healthcare where 911 accuracy is compliance issue this needs better workflow.
What problems is the product solving and how is that benefiting you?
A lot of time was going into basic phone maintenance, firmware updates, line changes, number porting with old carrier. That work is mostly gone now. Number management is in Control Hub and carrier side is simpler through Cisco ccp. The thing we did not expect was receptionists stopped raising tickets about dropped calls and bad transfers. We also finally got call recording with proper retention controls which something we were trying to solve for two years.
Webex Calling: Excellent Sound Quality, Graphics, and Screen Sharing
What do you like best about the product?
I like Webex Callings's sound quality, graphics, and the ability to share screens.
What do you dislike about the product?
I can't think of any downsides to using Webex Calling. It's a great platform and very professional.
What problems is the product solving and how is that benefiting you?
Webex Calling brings people together from anywhere in the world to collaborate in business discussions which benefits our company.
Quick, Easy, and User-Friendly Webex Experience
What do you like best about the product?
It's quick and easy to use. very user friendly and a easy interface to use and get your head round
What do you dislike about the product?
There isn't much downside to Webex i've had a handful of calls drop/ disconnect over the years of using it but that could of been for a number of reasons like the network
What problems is the product solving and how is that benefiting you?
It is helping getting in touch with users globally at different campus' staff and students included
Webex Calling’s CRM-Linked Transcriptions Make Call Follow-Ups Effortless
What do you like best about the product?
So I was in the middle of a quarterly business review with a Frankfurt client and my old softphone just froze. Call recording with automatic transcription straight into our CRM is one of the most helpfull feature i found in webex calling. Not the fanciest feature maybe but last month i needed to verify a commitment i made to a Munich-based customer about SLAs. Instead of hunting through my notes i just searched the transcript for response time and i found it. It was amazing.
What do you dislike about the product?
Weird thing i noticed after about three months ago, the mobile app drains battery like crazy on my iPhone during back to back calls. I tried lowering screen brightness closing other apps but it still happens. Also the call handoff from mobile to desktop isn't seamless.
What problems is the product solving and how is that benefiting you?
At first i didn't realize how much context i was losing between calls until we started using Webex Calling's CRM integration properly in our work. With Webex calling the call logs automatically create an activity record inside Salesforce and the transcription sits right there attached to the contact.
Analytics Hub Visibility Made Webex Call Quality Issues Easy to Pinpoint
What do you like best about the product?
Our warehouse team constantly needs to reach dispatch coordinators working from home near Amsterdam. Previously our calls would drop or echo like crazy. What really saved us is Analytics Hub I can pull per user MOS scores and see exactly where latency creeps in. Once 3 warehouse agents reported choppy audio. Instead of guessing I filtered by device type and saw it was all on older desk phones and we swapped them out within a day. This level of visibility makes my job feel less like firefighting and more like actual IT planning. It's weirdly satisfying.
What do you dislike about the product?
We moved 40 DIDs from our old provider and the process took almost three weeks, partly on the old carrier but Webex's portal kept showing vague statuses like in progress with no ETA. I had to open three support tickets just to confirm a single submission went through.
What problems is the product solving and how is that benefiting you?
Now With Webex Calling's location-based call routing we set up rules so warehouse inbound calls automatically go to the right team based on shift schedules. That means our dispatchers aren't getting routed to the wrong person at 3 PM anymore. Plus call recording compliance for our logistics contracts finally feels automated. That alone saves me about four hours of manual log checking per week.
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