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Cisco Webex Contact Center Reviews

Vendor: Cisco
4.3 out of 5
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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 8.6 out of 10. 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 65% 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)
March 2025
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Helped 849,210 peers since 2012

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Cisco Webex Contact Center mindshare

As of April 2025, the mindshare of Cisco Webex Contact Center in the Contact Center as a Service (CCaaS) category stands at 13.1%, down from 15.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 
 
Key learnings from peers

Valuable Features

Valuable features of Cisco Webex Contact Center include Control Hub for managerial visibility, seamless telecommuting and global collaboration, quick setup for contact center processes, easy cloud management avoiding server headaches, and simpler third-party integrations such as WhatsApp. Additionally, it supports API integration for interactions through third-party apps. Users find these features enhance customer experiences, offering extensive management tools and communication capabilities.
  • "Cisco technical support is outstanding."
  • "The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."
  • "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."

Room for Improvement

Cisco Webex Contact Center faces challenges in its screen sharing, as users can share only one tab at a time. There is a need for cost-effectiveness compared to free tools like Google Meet and Teams. Improvements are needed in usability, Omni-Channel integration, and third-party connectivity. Cisco's initial slow adoption of cloud technologies led to a decline in market dominance, but there is optimism for future strengths against competitors like Amazon Connect.
  • "Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."
  • "It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."
  • "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."

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

Enterprises evaluating Cisco Webex Contact Center find the pricing competitive, especially compared to Microsoft Teams. Costs vary based on the distributor and project complexity, with integrated systems often being more economical than standalone setups. Users rate affordability at four out of ten, yet some suggest potential price adjustments. On-premise solutions demand investment in power and network stability, while opinions on cloud pricing are mixed, with some finding it expensive and others reasonable.
  • "Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

Popular Use Cases

Cisco Webex Contact Center is utilized primarily for facilitating meetings with partners, supporting both internal and external customer interactions. Organizations deploy it for effective agent-customer communications, leveraging its cloud-based advantages to avoid complex server setups and allow easy expansion. This collaboration tool competes with platforms like Microsoft Teams, Zoom, and Google Meet. Users value it for contact center operations due to its ease of use and efficiency in managing customer interactions.

Service and Support

Cisco Webex Contact Center is highly regarded for its customer service, with ratings of nine out of ten. Support operates efficiently via a ticket-driven system, resolving issues usually by levels one and two without needing level three escalation. Users praise its high-quality technical assistance, highlighting prompt responses often within two minutes. Cisco is rated superior in support compared to Microsoft and Amazon Connect, emphasizing their outstanding responsiveness in technical matters.

Deployment

Cisco Webex Contact Center's initial setup is easy and seamless, especially with an existing Cisco infrastructure. Organizations with IT departments find the process hassle-free as the cloud-based deployment is managed by the help desk. For a typical 10-15 user setup, it takes about one to two days, involving multiple technical staff. While straightforward for those with experience, it may pose challenges for beginners. Maintenance requires only console upkeep, unlike extensive on-premises hardware.

Scalability

Users consistently rate Cisco Webex Contact Center’s scalability highly, often a nine or ten out of ten. Companies with thousands of users find it easy to manage and scale, appreciating its suitability for various-sized organizations. They note that scalability and high availability are inherent features of cloud-based contact centers like Cisco Webex Contact Center alongside Genesys and Amazon Connect. It is favored for use with partners, enabling efficient collaboration.

Stability

Cisco Webex Contact Center is stable, with users expressing satisfaction with its default features like scalability and high availability on the cloud. Ratings for stability range from eight to nine out of ten. Occasionally, there are minor network issues, but these are not attributed to Cisco Webex Contact Center itself. The cloud-based nature of the platform contributes significantly to its reliable performance for those using it.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Contact Center as a Service (CCaaS) Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews
Computer Software Company
20%
Financial Services Firm
12%
Healthcare Company
9%
Government
8%
University
6%
Manufacturing Company
6%
Insurance Company
4%
Educational Organization
3%
Retailer
3%
Energy/Utilities Company
3%
Real Estate/Law Firm
3%
Legal Firm
3%
Wholesaler/Distributor
2%
Non Profit
2%
Comms Service Provider
2%
Transportation Company
2%
Recreational Facilities/Services Company
2%
Performing Arts
2%
Consumer Goods Company
1%
Outsourcing Company
1%
Engineering Company
1%
Hospitality Company
1%
Construction Company
1%

Compare Cisco Webex Contact Center with alternative products

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Learn more about Cisco Webex Contact Center

Cisco Webex Contact Center was previously known as CC-One, BroadSoft CC-One.

Cisco Webex Contact Center customers

AON, Office Depot, American Red Cross

Related questions

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When evaluating Contact Center as a Service (CCaaS), what aspect do you think is the most important to look for?
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Contact Center as a Service (CCaaS)

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Cisco Webex Contact Center reviews

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Ahmed Helmy - PeerSpot user
Sr. Director, Business Development & Sales Operations at connect professional services
Verified user of Cisco Webex Contact Center
Mar 19, 2025
Cloud simplifies deployment and expansion but needs more third-party options

Pros

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

Cons

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

What is our primary use case?

The primary use case for Cisco Webex Contact Center, due to its cloud-based nature, eliminates the need for complex server configurations and management. It offers easier expansion. I typically choose it over traditional contact center solutions for these benefits.

How has it helped my organization?

Faster Deployment & Go-Life & Faster Expansion

*Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
Read full review (421 words)
VK
Sr. Manager - Advanced Solutions Delivery
Verified user of Cisco Webex Contact Center
Apr 2, 2025
Integration capabilities enhance interactions but cloud adoption could improve

Pros

"Cisco technical support is outstanding."

Cons

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

What is our primary use case?

I worked on Cisco Webex Contact Center for contact center operations. Cisco Webex Contact Center and Webex Calling are different products, and my experience is primarily with the contact center.

What is most valuable?

One valuable feature I noticed in Amazon Connect is Amazon Lex, as it monitors customer and agent interactions. This AI feature rates the emotional connection between the customer and the agent, which can help improve agent skills. Additionally, Cisco Webex Contact Center supports integration through APIs, enabling communication via third-party applications.
*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (455 words)
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ESTEE Gabriel Carpio - PeerSpot user
Senior Solutions Architect at TechConek Philippines Inc.
Verified user of Cisco Webex Contact Center
Sep 15, 2024
Good for telecommuting and distance communication

Pros

"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."

Cons

"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."

What is our primary use case?

It is a collaboration tool for web communication, similar to Microsoft Teams, Zoom, and Google Meet.

What is most 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.

*Disclosure: My company has a business relationship with this vendor other than being a customer:
Read full review (633 words)
Rayyan Saeed - PeerSpot user
Architecture Executive at Comstor Brasil
Verified user of Cisco Webex Contact Center
Dec 7, 2023
A low-priced product that offers great scalability options

Pros

"I rate the product's scalability a ten out of ten."

Cons

"With the solution, I face issues when trying to use the screen share option."

What is our primary use case?

I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product.

What is most valuable?

The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things.

*Disclosure: My company has a business relationship with this vendor other than being a customer:
Read full review (452 words)
PeerSpot user
Sales Engineer/ Solutions Architect at a computer software company with 51-200 employees
Verified user of Cisco Webex Contact Center
Jan 18, 2024
A robust and seamlessly integrated cloud-based solution with advanced features, leveraging the Control Hub for comprehensive management

Pros

"The central management tool, Control Hub, holds significant value for the management team."

What is our primary use case?

The use cases for this involve deployment both internally within an enterprise and externally with customers. Customers have the flexibility to deploy it within their organization or externally to serve their own customers. In some instances, agents utilize the system to meet the needs of external customers.

What is most valuable?

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.

*Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Read full review (219 words)