The multichannel communication feature is Webex Contact Center is a game changer, allowing our agents to handle customer queries across voice, chat, and email all within a single platform. The simple user interface makes it easy for our team to track customer interaction. Review collected by and hosted on G2.com.
One area that could be improved is the complexity of setting up certain automation workflows, which can be time-consuming. Review collected by and hosted on G2.com.
147 out of 148 Total Reviews for Webex Contact Center
Overall Review Sentiment for Webex Contact Center
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Ease of use and ease of implementation. The solution has a great number of features built in, though they tend to be disjointed. I have been working with and selling Webex Contact Center for 3+ years. The solution is easy to administer and manage. The modern interface is intuitive and, as it continues to be collapsed into Control Hub, more seamless than other solutions. Review collected by and hosted on G2.com.
The disjointed nature of feature sets when involving non-voice channels is frustrating. Everything should be collapsed into a single solution and not separate (e.g. Webex Connect). Outbound campaigns can use some improvement and the AI capabilities are lacking at the moment. Some of the more advanced feature sets, included in Webex Connect, need to be made more seamless and fully integrated into the full Webex CC interface. The biggest complaints I've heard from my clients is the disjointed nature of some features. Review collected by and hosted on G2.com.
The AI capabilities of Webex Contact Centre enable chatbots to handle basic enquiries, such as reporting maintenance problems, freeing up employees to work on more difficult assignments. Additionally, its cloud-based solution guarantees that remote employees, wherever they may be, may offer round-the-clock assistance. Review collected by and hosted on G2.com.
The per-agent pricing approach can result in large cost increases as our e-learning programs grow, making it more difficult to scale support effectively during busy periods, such as enrolment seasons or the introduction of new courses. Review collected by and hosted on G2.com.
Webex's cloud-based system ensures it can handle high traffic during busy times like registration or exams. Its customizable Interactive Voice Response (IVR) system also helps direct calls quickly to the right department, cutting down wait times and improving service. Review collected by and hosted on G2.com.
It might not have certain features specifically designed for educational support, like integration with learning management systems (LMS). Review collected by and hosted on G2.com.
Webex Contact Center can manage high call volumes while maintaining excellent call quality. Integrating it with CRM has been effortless, helping us personalize our service. The agent interaction is also straightforward and user-friendly. Review collected by and hosted on G2.com.
Occasional minor bugs can cause slight delays in call transfer, although these are generally resolved quickly by the customer support team. Review collected by and hosted on G2.com.
I Like how powerful it is. basically if it fits your needs it will do you well. but that can also be its undoing.
Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities.
Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view
given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation. Review collected by and hosted on G2.com.
You basically need to work how cisco wants you to work. if you need to make canges then you will need to hire expberts and have a lot of dealings with cisco support. this is deffinatly not software i would reccoment to small and medium business this is for workplaceas with 500 plus users.
Integration or implimentation are difficault tasks that unless you are an expbert you will need external support.
Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual Review collected by and hosted on G2.com.
Webex Contact Center stands out with its ease of use and seamless integration into our existing systems. The integration with multiple communication channels has streamlined our customer service process, enhancing the overall customer experience. Review collected by and hosted on G2.com.
The initial configuration for advanced routing rules can be a bit complex and requires some technical knowledge. Review collected by and hosted on G2.com.
Simple configuration as all Webex tools, the voice quality is indisputable and connectivity is very complete, very little interference when contact is made, you can group a group of customers and serve them, it is a very neat program integrates very well with other Cisco services. It is customizable to the point of ordering the entire flow of incoming calls. Review collected by and hosted on G2.com.
We could have more access to integrations with other CRM services, the call statistics reports are very poor, the interface is a bit outdated, I hope they work more on the details. Review collected by and hosted on G2.com.
Cisco used the experience from a industry standard enterprise solution and created a cloud platform for contact centers that is both scalable and cutting edge. They have a clear roadmap but take oppertunity to (quickly) add functionality where required. Review collected by and hosted on G2.com.
At the time of writing Cisco have yet to fully integrate the multimedia platform into the main solution which can be cumbersome. However they have already stated that this will be addressed in future release. Review collected by and hosted on G2.com.
The most beneficial feature of Webex Contact Center is the ability to transfer calls from customers (parents in our case) to higher ups or agents. All of the major customer communication routes i.e. calls, chats and email are accessible from a single platform. Another feature that I liked is the movable and customizable widgets that we can use to respond to parents. We can easily send them a location or embed a website into a widget to provide information directly from the website. Lastly, the shortcut keys for taking actions like switching states or switching between emails and calls is very helpful and has saved us a lot of time. The implementation and integration of Webex Contact Center with the already existing systems in our educational institution was very simple. Webex Contact Center is used by our customer support agents several times a day and the customer support team of Webex Contact Center was online 24x7 for solving issues we faced. Overall, my experience with Webex Contact Center since the implementation was amazing and it played a major role for us in getting leads and admissions from prospective parents. Review collected by and hosted on G2.com.
Webex Contact Center is a bit pricey but the ROI it provides (i.e. new admissions) makes it worthwhile. Review collected by and hosted on G2.com.
It's a single unified system with all of the features required to get your contact centre up and run. Review collected by and hosted on G2.com.
It's a complete re-architecture from the ground up comapred to our previous solutions so we had to spend time to learn the most effective ways to use this new technolofy. Review collected by and hosted on G2.com.
