Overview
Product Information on Webex Contact Center
What is Webex Contact Center?
Webex Contact Center Pricing
Webex Contact Center Product Images
Overall experience with Webex Contact Center
“Distinction Between Webex Desktop Applications Remains Confusing for Contact Center Agents”
“Great For the Most Part”
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
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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
Ease or deployment, and feature rich. Integrations with so many third party solutions, APIs that make senses
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.
AI is coming fast and Cisco has responded with a great new set of features and AI Components- Pricing models are tricky to understand
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Peer Discussions
Webex Contact Center Reviews and Ratings
- 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. - AVP INFRASTRUCTURE SERVICES50M-1B USDBankingReview Source
Inclusive Contact Center Platform Offers Deep Resources and Extensive Integrations
It is one of the most inclusive platforms for contact centers. When you see how easy it is to manage, build and deploy, you will have earned the highest praise from your admins. It is very flexible and comes with more than enough embedded solutions and partners that its no wonder it has been chosen in the top. We have been on this now for almost four years coming from on premise. The support and resources for gaining the best use and deployment is extremely deep with their engineers and sales and support. - IT Systems Analyst50M-1B USDConsumer GoodsReview Source
Ultimately excellent with some caveats for custom CRMs.
The contact center itself is top notch - very easy to understand and set up from scratch. Combined with IVRs, attendant consoles and hunt groups, this has severely reduced the amount of unnecessary call transfers to get our customers to where they need to go. However, it does have some significant trouble when integrating with customer CRMs. If you have another big-name third party CRM, it works swimmingly. But with a custom CRM, be prepared for a much longer implementation process while you try to get the API to talk. All in all, I would absolutely recommend this product. - Chief Information Officer50M-1B USDEnergy and UtilitiesReview Source
Supervisory Tools Praised but Reporting Engine Criticized in Webex Platform
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. - CUSTOMER SUCCESS MANAGER1B-10B USDHealthcare and BiotechReview Source
High Setup Complexity and Cost Offset by Detailed Call Reporting Tools
We partner very closely with the webex platform for our contact center operations. we look forward to onboarding more users through next year and beyond.