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Cisco Systems

Webex Contact Center

Composite Score

8.0 /10

CX Score

8.2 /10

143 Reviews Write a Review

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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Webex Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Webex Contact Center.

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

1
Since last award

96 Plan to Renew

2
Since last award

83 Satisfaction of Cost Relative to Value

2
Since last award

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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?

3% Negative

9% Neutral

88% Positive

Pros

Performance Enhancing
Reliable
Effective Service
Security Protects

Feature Ratings

Average 80

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

Average 80

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

Gabriel I.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

A wonderful SaaS based contact centre solution

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

Webex Contact Center is integrated with Webex Control Hub to: Provide a unified administration experience for all Webex collaboration services, including Meetings, Calling, Messaging, and Contact Center Allows a simplified user onboarding experience for one or many Webex collaboration services through a single interface Control entitlements, security, and compliance

What is your favorite aspect of this product?

Single Sign-On (SSO) The solution simplifies login and password management for agents and supervisors and allows them to log in just one time for access to all Webex Contact Center applications. Also, virtual voice agent

What do you dislike most about this product?

So far the solution has been nothing but superb

What recommendations would you give to someone considering this product?

Easy to use and easy deploy contact center solution

Pros

Helps Innovate
Unique Features
Respectful
Acts with Integrity

Rachna S.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Very effective app for communication efficiency

Likeliness to Recommend

10 /10

What differentiates Webex Contact Center from other similar products?

Better interaction and engagement features

What is your favorite aspect of this product?

Screen share and recording Skill based routing for calls

What do you dislike most about this product?

Sometimes video upload takes a lot of time with minor issues

What recommendations would you give to someone considering this product?

Very good tool for collaboration channels

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nicholas C.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2021

Excellent product

Likeliness to Recommend

9 /10

What differentiates Webex Contact Center from other similar products?

I have not experienced any great difference between Cisco Webex Contact Center and other contact center platforms.

What is your favorite aspect of this product?

It offers excellent communication tools for any service. W are able to order our products through this product and get instant feedback and the progress of our orders.

What do you dislike most about this product?

I have not experienced any great challenge from the performance of this tool

What recommendations would you give to someone considering this product?

I totally recommend this contact center for effective and excellent online services.

Pros

Enables Productivity
Efficient Service
Inspires Innovation
Saves Time

Latest Research

Webex Contact Center

What is Webex Contact Center?

Company Details

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Awards & Recognition

Webex Contact Center Ratings

83 Likeliness to Recommend

1 Since last award

96 Plan to Renew

2 Since last award

83 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Webex Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Webex Contact Center Reviews

Gabriel I.

A wonderful SaaS based contact centre solution

Likeliness to Recommend

Pros

Rachna S.

Very effective app for communication efficiency

Likeliness to Recommend

Pros

Nicholas C.

Excellent product

Likeliness to Recommend

Pros

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Title

1
Since last award

2
Since last award

2
Since last award

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