Reviews

The contact center team really likes the customer journey. They like getting that data in the widget - the agent desktop widget. This information is helpful for them to find the caller's demographic. They can bring up the patient's chart much more quickly. I'm excited to try the AI receptionist features and we're looking forward to doing a proof of concept later this month. This will provide more information to our agents before they're actually on the call with the customer. This will cut average handle down 45 seconds per agent. Our team also likes being able to track repeat calls within a certain time frame which is also helpful for our supervisors. By administering Webex Contact Center and Webex Calling with Customer Assist, I don't need to spend a lot of time on administrative tasks. The callback feature is the most important feature for our team. The callback helps keep our queues down. It's easy to move data around and build flows.

April 9, 2026