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Webex Contact Center Alternatives

4.6(232 Ratings)
Contact Center as a Service

Considering alternatives to Webex Contact Center? See what this market Webex Contact Center users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how Webex Contact Center compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months
How Alternatives Are Selected
1. Genesys Cloud CX

By Genesys

4.6
(854 Ratings)
We chose Genesys Cloud through a selection process where we compared it to other options. We had been on the Pure Connect product prior to the transition and were pretty happy with that product, which certainly also played a part in our final selection. The build out and transition went fairly smooth, but after going live and now having used the product for 3 years, I have been surprised to find some things, things that I considered to be no brainers for a system that had been around already for at least 8 years, were missing in the new system. A poorly designed Messenger platform that doesn't really work as a substitute for a chat option. The inability to transfer ACD calls directly to a business user's voicemail. The inability to include a stand alone phone in a ring group. The inability to stream hold music from a third party provider. These are all examples of options that were all readily available within the Pure Connect software, which Genesys obtained by buying out Interactive Intelligence. All in all, I'm not as impressed with Genesys Cloud as I thought I would be, and although we have signed a new service contract we opted to go with a year to year plan so that we could leave our options open to selecting an alternative in the coming years. That all depends on what Genesys is able to do in the next 6 months or so.Read all insights and reviews for Genesys Cloud CX

Where Webex Contact Center Scored Higher

  • Better at service and support
  • Better evaluation and contracting
Compare with Webex Contact Center
2. Talkdesk

By Talkdesk

4.4
(801 Ratings)
So far, the experience has been wonderful. Exceptional traits of this business relationship: - receptiveness to feedback (Talkdesk is extremely open to customer feedback and takes all suggestions into consideration); - plenty of training material (Talkdesk Academy) and reference material (knowledge base and data dictionary); - frequent updates, including quality of life enhancements. We love meeting with our Technical Account Manager and our Customer Success Manager frequently. Everyone at Talkdesk is friendly and supportive. We were really impressed with how skilled our Technical Account Manager is with the platform - he's not just pointing us to other resources, he understands the platform comprehensively and has helped us resolve several situations effortlessly. Also, Talkdesk quickly resolves major outages. Their communication is amazing - as long as you sign up for alerts on their Status Page, you'll be notified the moment a global issue has been identified and they update every 10-15 mins (which is great for those anxious team members who need frequent updates). This has been a great partnership and we are looking forward to leveling up our business with Talkdesk.Read all insights and reviews for Talkdesk

Where Webex Contact Center Scored Higher

  • Better at service and support
  • Easier to integrate and deploy
  • Better evaluation and contracting
Compare with Webex Contact Center
3. Five9 Intelligent CX Platform

By Five9

4.5
(701 Ratings)
Working with the Five9 intelligent CX Platform really changed how we handled customer service in our contact center. It helped us quickly connect customers to the right agents by looking at things like agent skills, schedules, and location, which made our service much faster. The system worked smoothly with our existing CRM, so our agents could easily see customer details and focus more on solving problems instead of searching for information. One of the things I really liked was how flexible the system was-we could easily make changes when our team structure or call flow needed updates, and the platform kept up without delays. We did run into some small call quality problems along the way, but we were able to fix those with simple adjustments. Overall, Five9 made our customer service stronger and helped our agents work more efficiently. Read all insights and reviews for Five9 Intelligent CX Platform

Where Webex Contact Center Scored Higher

  • Better at service and support
  • Easier to integrate and deploy
  • Better evaluation and contracting
Compare with Webex Contact Center
4. Amazon Connect

By Amazon Web Services (AWS)

4.5
(670 Ratings)
Mi experiencia con Amazon Connect fue muy positiva, este servicio resulta ser muy flexible y excelente para gestionar centros en la nube, es funcional tanto en pequeñas como grandes empresas sin necesidad de contar con equipos fisicos ni estructuras complejas, ademas la integracion con otras soluciones de AWS son de gran ayuda para realizar una automatizacion y analisis de datos.Read all insights and reviews for Amazon Connect

Where Webex Contact Center Scored Higher

  • Better at service and support
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5. CXone Mpower

By NICE

4.6
(525 Ratings)
Overall the experience has been good. We've had the kinds of challenges any large vendor implementation is prone to-- staff turnover, product changes, sales promises versus operational reality. The NICE team is committed to making it right when they have a service issue, and for the most part we are very happy with our purchase. We purchased many of the CXOne Mpower suite modules. Read all insights and reviews for CXone Mpower

Where Webex Contact Center Scored Higher

  • Better at service and support
Compare with Webex Contact Center
6. Vonage Contact Center

By Ericsson (Vonage)

4.3
(354 Ratings)
We like using the product. Team is helpful in answering questions and escalating issues when needed.Read all insights and reviews for Vonage Contact Center

Where Webex Contact Center Scored Higher

  • Better at service and support
  • Easier to integrate and deploy
  • Better evaluation and contracting
Compare with Webex Contact Center
7. Dialpad Support

By Dialpad

4.6
(313 Ratings)
Dialpad is an excellent tool to stay connected to your clients. The AI features are great, but transcription must improve and enable spanish supportRead all insights and reviews for Dialpad Support

Where Webex Contact Center Scored Higher

  • Better at service and support
  • Better at delivery and execution
  • More effective at planning and transition
Compare with Webex Contact Center
8. storm CONTACT

By Content Guru

4.8
(233 Ratings)
Content Guru provide a reliable, scalable and intelligent Contact Centre solution. I'm a Contact Centre Manager for a pension fund and our teams rely on Content Guru's Storm Platform to manage our member communications efficiently and with excellence. The system itself is reliable, has omnichannel capability, it has an intelligent routing system and some really good AI capabilities including live transcription of calls. The interface is user friendly for all users including agents, team leaders and managers, QA, administrators and even IT support. The reporting tools are easy to use once you get used to it. It's adjustable to get the exact data we need from basic SLA's and agent performance to creating visual graphs for service demand. The Content Guru team are highly attentive and are quite proactive, especially in recent months offering responsive support and working closely with me and my team to optimise the use of Storm for our operations. Read all insights and reviews for storm CONTACT

Where Webex Contact Center Scored Higher

  • More effective at planning and transition
Compare with Webex Contact Center
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