What is Webex Contact Center?
Webex Contact Center lets your customers connect through their preferred channel – chat, text, social, email, or call. AI-powered voice and chat virtual agents give customers options for natural, fast, and easy 24/7 self-service – with a seamless baton pass to a live agent when desired. Customer contact history at the agent’s fingertips ensures customers never have to repeat themselves, and agents are context- aware for every interaction. Webex Experience Management surveys provide insight into sentiment and a consistent pulse on customer experience.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
83 Likeliness to Recommend
96 Plan to Renew
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+87 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Webex Contact Center?
Pros
- Performance Enhancing
- Reliable
- Effective Service
- Security Protects
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Call Recording
Skills Based Routing
Screen Prompts
Contact Center Compliance Management
Workforce Management
Call Scripting and Call Flow Management
Ticket Management
Knowledge Management
Contact Center Analytics
Multi Channel Queue Management
Multi Channel Intake Integration
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Quality of Features
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Availability and Quality of Training
Vendor Support
Ease of Customization
Business Value Created
Product Strategy and Rate of Improvement
Webex Contact Center Reviews
Dmitry S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2024
Reliable Call Center Management.
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
Webex Contact Center performs well in high-traffic environments and provides robust performance.
What is your favorite aspect of this product?
The real-time call monitoring and reporting tools make it easy to track performance.
What do you dislike most about this product?
More customization options for workflows and reports could be improved.
What recommendations would you give to someone considering this product?
I would recommend the Webex Contact Center to companies needing a scalable solution for managing customer service.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Effective Service
Er Avinash P.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2024
Perfect contact center
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
Highly featured, reliable and perfect contact support product on which I have ever worked with. Attractive dashboard with no lags till now I noticed.
What is your favorite aspect of this product?
No need of phones, it simply connects with customer computer with good performance.
What do you dislike most about this product?
As it is cisco proprietary, the usage in market is less.
What recommendations would you give to someone considering this product?
Highly recommended to use for hassle free experience.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Beatrice W.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2024
Communication Hub Extraordinaire
Likeliness to Recommend
What differentiates Webex Contact Center from other similar products?
The real-time analytics feature is a standout. It provides us with insights into call trends, common issues, and employee satisfaction.
What is your favorite aspect of this product?
One of my favorite features is the intelligent routing system. we usually set up a dedicated line for employees to call in with questions. The intelligent routing ensures that calls are directed to the appropriate HR specialist based on their query type.
What do you dislike most about this product?
Integration with other software could be smoother.
What recommendations would you give to someone considering this product?
Webex Contact Center has enhanced our ability to manage and respond to employee inquiries, provided valuable insights through analytics, and improved our overall communication strategy.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
