Webex Contact Center Pros and Cons

The automation of forecasts and schedules has been excellent. Plus the platform is very easy to use and has a lot of features that made our transition easy. It has great features along with great functionality. We can also receive suggestions based on conversation with customers. Review collected by and hosted on G2.com.

I think it is a perfect solution for those who work in a product company and stand behind their products. However, call quality is not good with low-bandwidth Internet connections. Review collected by and hosted on G2.com.

What I love most about Webex Contact Center is its intuitive and easy-to-use interface. It doesn't matter if you are a beginner or a technology expert, this program guides you step by step so that you can get the most out of each of its features. Another feature that fascinates me about this program is its ability to integrate with other systems in the organization. This was necessary for ourselves, because we have been able to centralize all the information and manage it efficiently. This allowed us to save time and avoid redundant errors. Review collected by and hosted on G2.com.

Regarding what bothers me, I can mention that I have had certain occasional technical problems. However, I must highlight the immediate response and solution from the supplier. They were continually accessible to help us solve any problems, which gave us a lot of peace. Review collected by and hosted on G2.com.

This software is easy to learn and navigate, and the ability to customize many features means it's a pretty solid system. Additionally, I have been able to more fully support my client and his associates by integrating into daily operations through Webex Contact Center. Review collected by and hosted on G2.com.

Occasionally, the user will need to log out and log back in to resolve this. It's not a big deal, but it can be annoying. Also, it takes a long time to get used to the system. Review collected by and hosted on G2.com.

It's very easy to use and support responds quickly. And I like how easy the system is for those just starting a new career after Covid-19. It also provides me with many pre-designed reports. And what I like the most is how quickly it works and responds. Review collected by and hosted on G2.com.

I believe all tools and features are effective in transforming our support platform into self-service support. Since it has proven that all the tools and features provided by Webex Contact Center are useful and manufactured with the highest quality. Review collected by and hosted on G2.com.

What I love most about Webex Contact Center is its extensive range of features. From the moment I started using it, I realized its ability to centralize each communication and provide a collaborative and efficient environment. The ease of managing calls, emails and chats in a single platform allowed me to save time and avoid the dispersion of information. Additionally, integration with other Cisco tools, such as Webex Teams, has further enhanced real-time engagement. Another notable feature is the Webex Contact Center customization functionality. The platform adapts perfectly to the specific needs of my team and allows me to establish personalized workflows. I can conceptualize rules and automations to manage contacts more efficiently, which has significantly improved our productivity and allowed us to focus on strategic points. Review collected by and hosted on G2.com.

Regarding what makes me angry, I must mention that at times it experienced some complexity when struggling with the initial learning curve of the platform. Although it provides extensive documentation and technical support, consider that greater attention to usability and a more intuitive interface could make the adoption process a more dynamic experience. Review collected by and hosted on G2.com.

Webex strengthens our response time. To strengthen our customer service infrastructure, we prioritized security and adopted Webex Contact Center. The platform meets our diverse security and compliance needs and is deployed across all key customer service departments. Review collected by and hosted on G2.com.

I think a weak point is the expenses associated with initial training. There was a short adjustment time as officers need extensive training to understand and follow security protocols. Review collected by and hosted on G2.com.

What I liked most about Webex Contact Center was its ease of use and intuitive interface. I had no problems adapting quickly to the program, and my coworkers also found it accessible and understandable. In addition, the platform offers a wide range of features and tools that allow us to manage various communication channels, such as telephone calls, live chat, emails and social networks, all from a single platform. This made it easier to expand our ability to provide efficient and effective buyer service. The intelligent call routing tool has been a huge plus for me, as it allowed us to allow calls equally among our team and minimize the wait time for our own consumers. In addition, the function of filming and saving relationships with consumers has helped us significantly in resolving issues and optimizing our service. Review collected by and hosted on G2.com.

However, the aspect I liked least has been the initial learning curve to use each of the advanced properties of Webex Contact Center. Although the platform itself is simple to use, it will take a while for users to familiarize themselves and take full advantage of each of the features. However, with the support of the program's amazing buyer support team, we were able to immediately overcome this gap in understanding. Review collected by and hosted on G2.com.

Reliability is a resourceful factor that this software has made, and it brings the right procedure for calls through the establishement of different features. Besides, there are guides in the form of templates the developer creates, and they all result to a smart and easy way of use. Further, the openness of this software makes every process effective, where sharing and integration is made rationally. Review collected by and hosted on G2.com.

There are multiple guidelines from the software, which brings it to the class of simplicity and efficiency, without no complaint. Review collected by and hosted on G2.com.

Webex Contact Center's multi-channel support is a game-changer for our customer interactions. The platform seamlessly integrates various communication channels, allowing our customers to reach out through their preferred medium, whether it's voice, chat, email, or social media. This flexibility not only enhances the customer experience but also ensures that our support team can efficiently manage interactions across diverse channels. Review collected by and hosted on G2.com.

The multi-channel support is effective, having more advanced automation options for channel-specific workflows would be beneficial. This would allow us to tailor the automation processes to the unique characteristics of each communication channel. Review collected by and hosted on G2.com.

With this tool sales were very accommodating. Real-time information on call data and analysis. I also like how you can manage and review calls using the dashboard. In addition to the ease of listening to call recordings. Review collected by and hosted on G2.com.

I don't like that certain services require tangible upfront costs. Sometimes calls are dropped and other times they are not recorded. And lastly, some of the configuration/backend settings can be complicated. Review collected by and hosted on G2.com.