Name: Webex Contact Center
Rating: 4.7 (250 reviews)

Overview

Product Information on Webex Contact Center

Updated 17th August 2023

What is Webex Contact Center?

Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice - whether that is voice, text, email, social messaging, or more, and ensures that agents have context and intelligence across the entire customer journey.

Overall experience with Webex Contact Center

IT Manager

500M - 1B USD, Healthcare and Biotech

FAVORABLE

“Distinction Between Webex Desktop Applications Remains Confusing for Contact Center Agents”

5.0

Dec 23, 2025

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.

Administrator

250M - 500M USD, Healthcare and Biotech

CRITICAL

“Great For the Most Part”

3.0

Feb 22, 2024

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

http://www.cisco.com

Do You Manage Peer Insights at Cisco Systems?

Access Vendor Portal to update and manage your profile.

Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

User Sentiment About Webex Contact Center

Reviewer Insights for: Webex Contact Center

Deciding Factors: Webex Contact Center Vs. Market Average

Performance of Webex Contact Center Across Market Features

Webex Contact Center Likes & Dislikes

The administration of agent creation to call flow build is solid and not overly complicated. I really appreciate that features are consistently improved and rolled out without having to wait for a full software release.

I like the updated UI and presentation, dark mode feature was also nice. Overall it is a user friendly experience

What I like most about the product is being able to track my own metrics and performance in real time. I also like that it is easy to use and easy to navigate. The calls come through crystal clear and the outbound calls are the same as well.

The downside to being linked to a cloud-based service is that large-scale issues can affect the entire contact center, leaving few options for mitigation. Agent to Agent calls via extension is an issue when using WebRTC. Agents were accustomed to calling each other directly using Finesse but using the WxCC Desktop app and drop down menus was a more clunky alternative. When using the Webex App to make an outbound call requires the agent to answer an inbound call before the call is extended outbound to the PSTN. This is a very confusing and counter intuitive process. I look forward to a solution that would incorporate the Webex App within the WxCC Desktop to avoid the agent having to use multiple Apps. It is also very hard to explain the difference between Webex Contact Center Desktop and Webex Desktop App. We attempted to use only the WxCC Desktop but found it necessary to use the Webex App in order to have personal extensions that were accessible using DID phone numbers.

issues are with functionality when making calls/transfers within Contact Center to another Contact Center queue within the organization. we've reported this issue several times, but the biggest complaint is not being able to make calls in contact center or transferring to another queue within the organization. Been told its being investigated and known, but months later and this is still occurring to Contact Center agents. The last couple times I've created TAC requests, the agent had stood me up for a troubleshooting appointment and took days to respond. We also have an issue where calls are being dropped when coming from outside the organization, which is also being worked on by Dev team for WebEx/Cisco.

The only thing that I have to say that I dislike about the product is the occasional misrouted calls but not enough to stop using Webex.

Top Webex Contact Center Alternatives

4.6

(919 Ratings)

4.5

(846 Ratings)

4.4

(822 Ratings)

View All Alternatives

Peer Discussions

Webex Contact Center Reviews and Ratings

Filter Reviews

Sort By:

Most helpful

Last 12 Months

Star Rating

Reviewer Type

Reviewer's Company Size

Reviewer's Industry

Reviewer's Region

Reviewer's Job Function

IT Manager
50M-1B USD
Healthcare and Biotech
Review Source
Distinction Between Webex Desktop Applications Remains Confusing for Contact Center Agents
5.0
Dec 23, 2025
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-1B USD
Healthcare and Biotech
Review Source
Real-Time Metric Tracking and Call Quality Stand Out in Daily Use
5.0
Apr 20, 2026
My experience with Webex has been a great one. In terms of agents being able to track their own metrics and performance... it delivers well and the information is in real time. When receiving incoming calls, it authenticates members beforehand, taking a load off of daily tasks that you have to perform at work. Most of the time, calls are routed to the appropriate agent but there are occasional misses. You can also do three way calling. Outbound calls are never staticky and calls do not drop. I mainly used this service with an IP phone based system.
Chief Information Officer
50M-1B USD
Energy and Utilities
Review Source
Supervisory Tools Praised but Reporting Engine Criticized in Webex Platform
4.0
Dec 23, 2025
Cisco is usually a good communicator, but during the transition to Webex Contact Center, they did not explain that we would have to work directly with an implementation partner as opposed to using our preferred implementation vendor.
Ingenieur D Affaire
50M-1B USD
Telecommunication
Review Source
Extensive Reporting and Analytics Features Enhance Customer Engagement Capabilities
4.0
Mar 15, 2026
The software makes it easier for us to connect with our customer experiences. Through use of the tool we are able to engage with our customers by messaging, emailing and calling. The product is easy to configure and integrates well third party applications. Webex Contact Centre has a user-friendly interface and has a both blended and inbound call centres. It has extensive reporting and analytics systems as well as a manual dialer and quality customer support services.
Chief Product Officer
10B+ USD
Banking
Review Source
Functional Environment and Ease of Use Praised Amid Cloud Hosting Reservations
4.0
Feb 11, 2026
Mature contact center features beyond what we currently have on Cisco PCCE (Packaged Contact Centre Enterprise)

...

Showing Result 1-5 of 395