Overview
Product Information on Webex Contact Center
Updated 17th August 2023
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Overall experience with Webex Contact Center
Engineer
<50M USD, HardwareFAVORABLE
“Webex Contact Center Improved Our Multi-Channel Support Operations With Better Routing And Visibility”
Our experience with Webex Contact Center has been positive overall. The platform improved channel routing, daily agent handling, and operational visibility. Connectivity has been reliable in most cases, and the agent applications helped our teams manage customer interactions more efficiently. Workforce management and knowledge management features also supported smoother coordination between teams, although some reporting configurations still require extra effort.
Administrator
250M - 500M USD, Healthcare and BiotechCRITICAL
“Great For the Most Part”
Implementing Contact Center wasn't terrible. It is the issues that were discovered after implementation that are causing headaches for staff in the organization.
About Company
Company Description
Cisco is a company that specializes in networking technologies, particularly Internet Protocol (IP)-based solutions. It was established in 1984 by a group of computer scientists from Stanford University. As of today, Cisco has a global workforce, continuing to innovate in various fields, notably in routing and switching. Adding to its core business, the company also delves into emerging technologies including home networking, IP telephony, optical networking, security features, storage area networking, and wireless technology. Moreover, Cisco extends its expertise to offer a sweeping range of services such as technical support and advanced services. The company sells its products and services on an enterprise level, to commercial businesses, service providers, and end-users.
Company Details
Company type
Public
Year Founded
1984
Head office location
San Jose, United States
Number of employees
10001+
Annual Revenue
30B+ USD
Website
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- Engineer<50M USDHardwareReview Source
Webex Contact Center Improved Our Multi-Channel Support Operations With Better Routing And Visibility
Our experience with Webex Contact Center has been positive overall. The platform improved channel routing, daily agent handling, and operational visibility. Connectivity has been reliable in most cases, and the agent applications helped our teams manage customer interactions more efficiently. Workforce management and knowledge management features also supported smoother coordination between teams, although some reporting configurations still require extra effort. - IT Manager50M-1B USDHealthcare and BiotechReview Source
Distinction Between Webex Desktop Applications Remains Confusing for Contact Center Agents
As an administrator, I found that there was very little configuration that I would not be comfortable doing myself. In a rapidly changing environment, the ability to make adjustments or corrections in a timely manner has been a game changer. - CUSTOMER SERVICE & SUPPORT ASSOCIATE<50M USDServices (non-Government)Review Source
Web Browser Quality Issues Noted Amid Mostly Positive Webex Experience for Employees
I use this app at my job for cigna healthcare I think it is a very good messagin app It allows me to set up notification s manage meetings and schedules you can use either the web version or the mobile app and everything works great - IT ManagerGov't/PS/EdEducationReview Source
Custom skill assignment makes agent transitions smoother, though setup can overwhelm
Contact Center has been a huge upgrade for our organization. We are now able to customize our customer's experience based on who our customer is and their needs. - Engineering Manager1B-10B USDRetailReview Source
Cisco Account and Architect Teams Facilitate Strong Retail Enterprise Solution Deployment
The Cisco account team and the architect team have been truly exceptional. They have helped walk us through all of our business needs and success criteria for the retail space and helped us develop the right components to make the enterprise solution work. The maturity of the product and the capabilities outshine any of the competitors that are out there. We've seen a 30-32% improvement in manual workload drivers, the analytics, sentiment analysis and adoption. Webex Contact Center has helped us solve a ton of use cases with our employee and customer experiences for our organization. The overall satisfaction has improved - we've had other products in our environment, and a lot of our stakeholders have asked to move back over to the Webex platform.
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