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

Lisa L.

Role: Finance
Industry: Not for Profit
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2020

capable product but not cheap

Likeliness to Recommend

9 /10

What differentiates Webex Contact Center from other similar products?

the capablitlies of the products

What is your favorite aspect of this product?

the difference it makes in the way it is used will make it easier

What do you dislike most about this product?

none it is fine the way it is

What recommendations would you give to someone considering this product?

give it a try you will like it

Pros

Caring
Client Friendly Policies
Friendly Negotiation
Helps Innovate

Cons

Less Efficient Service

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

Validated Review

Anonymous Reviewer

Submitted Mar 2020

has exceeded all expectations

Likeliness to Recommend

9 /10

Pros

Reliable
Efficient Service
Caring
Saves Time

Javier D.

Role: Consultant
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2020

Robust Contact Center

Likeliness to Recommend

9 /10

What differentiates Webex Contact Center from other similar products?

This contact center has 99.999% availability. Which makes it very robust, even to provide critical services for hospitals or emergency.

What is your favorite aspect of this product?

The possibility of integration with multiple platforms, this facilitates the work to the agent who uses it.

What do you dislike most about this product?

Not having communication channels like Whatsapp. And the cost of the license per agent is a bit expensive.

What recommendations would you give to someone considering this product?

If you need an omnichannel Contact Center that is in high availability to provide critical services, this is the ideal option. It takes time to customize it, but once this is done, it always works!

Pros

Helps Innovate
Continually Improving Product
Reliable
Trustworthy

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

Lisa L.

capable product but not cheap

Likeliness to Recommend

Pros

Cons

has exceeded all expectations

Likeliness to Recommend

Pros

Javier D.

Robust Contact Center

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