Cisco Webex Contact Center Reviews

Name: Cisco Webex Contact Center
Brand: Cisco
Rating: 4.5 (3 reviews)

Vendor: Cisco

4.5 out of 5

3 reviews
100% willing to recommend

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What is Cisco Webex Contact Center?

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Get the Contact Center as a Service (CCaaS) Buyer's Guide and find out what your peers are saying about Cisco Webex Contact Center, Genesys Cloud CX, NICE CXone and more!

Cisco Webex Contact Center is the #4 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Cisco Webex Contact Center an average rating of 9.0 out of 10. Based on the analysis of the 3 most recent Cisco Webex Contact Center reviews, the overall sentiment is positive, with a sentiment score of 7.0. (Among the lowest in the category). Cisco Webex Contact Center is most commonly compared to Genesys Cloud CX: Cisco Webex Contact Center vs Genesys Cloud CX. Cisco Webex Contact Center is popular among the large enterprise segment, accounting for 68% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 20% of all views.

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Contact Center as a Service (CCaaS)

November 2024

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Helped 816,660 peers since 2012

Featured reviews

Rayyan Saeed

Architecture Executive at Comstor Brasil

With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop. With Cisco Webex Contact Center, only one screen works when I try to share the screen, making it the area where improvements are required. With Cisco Webex Contact Center, when I use the screen's sharing capabilities, I am stuck on one tab and can't view everything at once.

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ESTEE Gabriel Carpio

Senior Solutions Architect at TechConek Philippines Inc.

The initial setup is straightforward. It depends on the complexity of the client setup, but one to two days is enough for a typical 10-15 users. For Cisco, we handle it as a freelance setup, using an external consultant. The headcount varies depending on the complexity of the client's integration needs. A typical small setup usually involves four to six technical staff.

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reviewer2293584

Sales Engineer/ Solutions Architect at a computer software company with 51-200 employees

The central management tool, Control Hub, holds significant value for the management team. With Control Hub, there is complete visibility into every aspect, solution, and device, with the contact center being just one component. Additionally, the system offers various features, and as of now, I've recently returned from my vacation.

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Cisco Webex Contact Center mindshare

As of November 2024, the mindshare of Cisco Webex Contact Center in the Contact Center as a Service (CCaaS) category stands at 12.3%, down from 20.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Key learnings from peers

Last updated Nov 21, 2024

Valuable Features

Users praise Cisco Webex Contact Center for its ease of integration, real-time analytics, scalability, robust security features, and exceptional customer support. Enhanced collaboration tools, seamless connectivity, detailed reporting, and AI capabilities are also highlighted as valuable.

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."

Room for Improvement

Users mentioned that Cisco Webex Contact Center needs better integration capabilities with other platforms, more intuitive navigation to enhance user experience, and improved scalability for handling larger workloads. Additionally, users felt that technical support response times could be faster and that more comprehensive training materials would be beneficial.

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"With the solution, I face issues when trying to use the screen share option."

ROI

Users found that Cisco Webex Contact Center significantly boosted efficiency and simplified customer service management, directly enhancing client satisfaction. The investment recouped swiftly through increased productivity, improved communication, and outstanding performance tracking.

Pricing

Cisco Webex Contact Center prices start at $20 per user per month. Vendors highlight scalable solutions for businesses of all sizes. Users report satisfaction with its cost-efficiency and robust features. The platform offers diverse pricing plans to meet various enterprise needs, ensuring flexibility and comprehensive customer service tools.

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

Popular Use Cases

Cisco Webex Contact Center is mainly used for managing customer interactions through multiple communication channels. It helps streamline support tickets, handle real-time chat, and provide efficient customer service. Users appreciate its ability to integrate with CRM systems, its scalability, and the improved analytics for tracking performance. Agents benefit from its intuitive dashboard, ease of use, and tools for call routing. It is beneficial for companies requiring a robust platform for customer support and engagement.

Service and Support

Customers appreciate Cisco Webex Contact Center for its responsive customer service and adept technical support. Users find the service team knowledgeable, prompt, and helpful in resolving issues. Many commend the ease of reaching support and the efficient problem-solving approach. Some users highlight the benefit of detailed guidance and proactive assistance. However, a few users mention occasional delays. Overall, users feel confident in the support they receive from Cisco Webex Contact Center.

Deployment

Users find Cisco Webex Contact Center's initial setup straightforward with minimal complications. They appreciate the ease of configuration and the intuitive aspects that allow for quick deployment. Some mention helpful setup guides and support resources, contributing to an efficient process. Despite occasional minor challenges, most users report a generally smooth installation experience that doesn't require extensive technical expertise. They value the initial setup's simplicity, which facilitates a faster start to using the platform.

Scalability

Users state that Cisco Webex Contact Center scales efficiently for various business sizes. It's praised for accommodating growing customer service demands and integrating smoothly with existing infrastructure. Users appreciate its adaptable feature set. It effectively handles high call volumes, ensuring reliable performance without sacrificing quality. Users commend the ease of expanding resources as business needs evolve. Its flexibility to include new agents or functionalities seamlessly impresses many.

Stability

Users find Cisco Webex Contact Center stable and reliable for their customer service operations. They notice minimal downtime and appreciate its robust performance under various workloads. Some mention its ability to handle high volumes of customer interactions without significant issues. Stability is consistently highlighted, and it meets their expectations in terms of up-time and dependability. Users also acknowledge that the service operates efficiently during peak business hours.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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