Cisco Systems

Webex Contact Center

8.0 /10

Claim Software

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.

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

+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
Helps Innovate

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

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Mar 2020

Easy to use and very innovative

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Reliable
Trustworthy
Effective Service

Role: Public Sector
Industry: Banking
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Mar 2020

Easy to use

Likeliness to Recommend

5 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Effective Service

Cons

Less Inspiring
Vendor's Interest First
Less Transparent

Malika R.

Role: Public Sector
Industry: Government
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2020

Good product

Likeliness to Recommend

8 /10

What differentiates Webex Contact Center from other similar products?

Not sure what differentiates Cisco weed from other products

What is your favorite aspect of this product?

Was of functions

What do you dislike most about this product?

No dislikes so far

What recommendations would you give to someone considering this product?

Do your research

Pros

Reliable
Enables Productivity
Trustworthy
Efficient Service

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

Easy to use and very innovative

Likeliness to Recommend

Pros

Easy to use

Likeliness to Recommend

Pros

Cons

Malika R.

Good product

Likeliness to Recommend

Pros

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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