Name: Webex Contact Center
Rating: 4.7 (258 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

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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

The customization of the interface on bot android and PC and the reliability when having a meeting with mulitple people

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.

I don't have many negative things to say about webex it is a very good messaging application the only issue i noticed is the web browser version seemed to have a lower quality also the web version did fail a couple of time when creating a meeting but it didnt happen often

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Peer Discussions

Webex Contact Center Reviews and Ratings

Recommended Gartner Insights

50M-1B USD

Healthcare and Biotech

Review Source

Distinction Between Webex Desktop Applications Remains Confusing for Contact Center Agents

CUSTOMER SERVICE & SUPPORT ASSOCIATE

<50M USD

Services (non-Government)

Web Browser Quality Issues Noted Amid Mostly Positive Webex Experience for Employees

4.0

Apr 28, 2026

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

Engineering Manager

1B-10B USD

Retail

Cisco Account and Architect Teams Facilitate Strong Retail Enterprise Solution Deployment

May 6, 2026

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.

Engineer

Consumer Goods

Easy Configuration and Insightful Reporting Highlighted, Carrier Flexibility Valued

Apr 24, 2026

Webex Contact Center is easy to configure. There's high uptime which helps us provide better customer service and the platform has good reporting. It's a highly customizable platform. The Cisco account team is fantastic and they help me work through any Partner issues. The set up was pretty straightforward.

Customer Service & Support Associate

Real-Time Metric Tracking and Call Quality Stand Out in Daily Use

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.