Cisco Webex Contact Center is a cloud-based communication platform noted for fast deployment, ease of use, and integration capabilities, enhancing global team collaboration. It provides a centralized management tool for comprehensive visibility.
| Product | Mindshare (%) |
|---|---|
| Cisco Webex Contact Center | 8.9% |
| Genesys Cloud CX | 19.1% |
| Amazon Connect | 12.7% |
| Other | 59.3% |
Cisco Webex Contact Center simplifies server management and supports omnichannel communication and collaboration. Despite integration enhancements being necessary, it remains valuable for telecommuting. It competes with services like Google Meet and Microsoft Teams while offering a unified platform that improves customer interaction quality. Companies benefit from centralized control and omnichannel management features but see room in screen sharing and customization. The platform's integration with third-party services also seeks improvement. While cost-effectiveness is questioned compared to free platforms, its server-free configuration aids easy expansion.
What are the key features of Cisco Webex Contact Center?In industries such as defense, Webex Contact Center is utilized for collaboration with external stakeholders. Companies implement it not only for contact center operations but also to conduct meetings and partner collaborations using familiar platforms like Microsoft Teams, Zoom, and Google Meet. These industries value the security and communication efficiency it provides for internal and external engagements.
Cisco Webex Contact Center was previously known as CC-One, BroadSoft CC-One.
AON, Office Depot, American Red Cross
| Author info | Rating | Review Summary |
|---|---|---|
| IT Manager at Namchow (Thailand) Ltd. | 3.5 | I've used Cisco Webex Contact Center for over three years; it's stable, easy for customer communication, but costly and limited in scalability. Although support is great, I haven't seen ROI and now consider alternatives like Microsoft Teams. |
| Network Technical Advisor at a government with 10,001+ employees | 4.5 | I've used Cisco Webex Contact Center for five years; it's easy to use, stable, and enhances customer interactions. Setup was straightforward, and support is solid. Compared to Polycom, Webex offers smoother meetings and better virtual collaboration features. |
| Sr. Director, Business Development & Sales Operations at connect professional services | 4.5 | I prefer Cisco Webex Contact Center for its cloud-based benefits, including quick deployment and easy third-party integrations like WhatsApp. While more integrations would be ideal, it still offers superior scalability and faster go-live compared to traditional solutions. |
| Sr. Manager - Advanced Solutions Delivery | 3.5 | I worked on Cisco Webex Contact Center for contact center operations. While it offers valuable integration features through APIs, it initially lagged in adopting cloud technologies. However, I am hopeful Cisco will strengthen its offerings against competitors like Amazon Connect. |
| Senior Solutions Architect at TechConek Philippines Inc. | 4.0 | I find Cisco Webex Contact Center to be a valuable collaboration tool for telecommuting and global communication. Although cost-effective in reducing travel expenses, some clients may opt for free alternatives like Google Meet due to budget constraints. |
| Architecture Executive at Comstor Brasil | 5.0 | I use Cisco Webex Contact Center primarily for partner meetings due to its versatility. However, the screen-sharing feature needs improvement, as it limits me to sharing only one tab, unlike Microsoft Teams, which allows complete screen sharing. |
| Sales Engineer/ Solutions Architect at a computer software company with 51-200 employees | 4.5 | I find Cisco Webex Contact Center valuable for both internal and external deployments due to its flexible use cases. The Control Hub is particularly beneficial, providing comprehensive management visibility across all components, with the contact center as one aspect. |
The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different. The quality is acceptable for our needs. The benefits I have seen from using Cisco Webex Contact Center are that it is easy to contact customers and easy to open issues regarding hardware problems.
Cisco Webex Contact Center currently has good service, so there is no significant need to improve. I hope they can maintain their current standard in the future. Regarding product customization features, there may be room for enhancement.
I have been working with Cisco Webex Contact Center for over three years.
I assess that Cisco Webex Contact Center is very stable and reliable for us. The service and standard are very good.
The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive. The first issue is the cost, and for customers in some countries, it is not supported.
My experience with technical support from Cisco is very positive. The response time is very fast, and they quickly send replacement equipment when needed.
Before Cisco Webex Contact Center, we never used another brand. The previous solution only supported local communication and was not worldwide like Cisco Webex. We switched to Cisco Webex because we have customers worldwide and wanted to communicate with them globally. After using Cisco Webex, we are now trying to find another solution.
I have not seen any return on investment with Cisco Webex Contact Center.
I never use the AI-powered chatbots in Cisco Webex Contact Center. I do not use the omnichannel communication capabilities as I do not have different channels. I have never utilized real-time data insights. I use Cisco hardware, so I use Cisco Webex Contact Center because all my hardware is Cisco, leaving me with no choice regarding the integration capabilities within my existing infrastructure. I am aware that the pricing of Cisco Webex Contact Center is high. My overall rating for this product is seven out of ten.
Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.
The best features of Cisco Webex Contact Center are the ease of use. The platform has pretty standard features, but it is definitely easy to use. The impact of the omnichannel communication on customer experience consistency is quite good.
I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.
There are not a lot of issues with it.
I would rate the support or customer service with Cisco an 8. When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect.
Positive
We switched from Polycom.
The main differences I have seen between Polycom and Cisco Webex Contact Center is that Webex is a newer platform, which gives more capability such as raising your hand and more options on the client. It provides a smoother virtual meetings experience.
We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.
The primary use case for Cisco Webex Contact Center, due to its cloud-based nature, eliminates the need for complex server configurations and management. It offers easier expansion. I typically choose it over traditional contact center solutions for these benefits.
Faster Deployment & Go-Life & Faster Expansion
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations
The stability of Cisco Webex Contact Center is rated nine out of ten.
Cisco Webex Contact Center is highly scalable, rated nine out of ten.
The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten.
Positive
It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before.
Cisco Webex Contact Center allows for fast go-live and offers easier expansion compared to traditional contact center solutions.
The price of Cisco Webex Contact Center needs to be revised a little bit.
It can fit large customers as well, but due to the lack of local cloud options in Saudi Arabia, it currently fits more for private SMB customers. Overall, I rate this solution seven out of ten.
Positive
It is a collaboration tool for web communication, similar to Microsoft Teams, Zoom, and Google Meet.
The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online.
Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options.
I have been using Cisco Webex Contact Center for three years.
The product is stable.
I rate the solution’s stability an eight out of ten.
It is easy to manage and scale. It is suitable for smaller corporations.
I rate the solution’s scalability a nine out of ten.
I haven't encountered any issues with Cisco's PAC Oracle Technical Assistance Center. They operate on a ticket-driven system, escalating problems through each service level. Until now, I've not reached level three escalation, as issues are typically resolved or tickets are closed by levels one and two.
Positive
Cisco is a strong choice and reputable brand compared to other online communication and collaboration tools.
The initial setup is straightforward. It depends on the complexity of the client setup, but one to two days is enough for a typical 10-15 users.
For Cisco, we handle it as a freelance setup, using an external consultant. The headcount varies depending on the complexity of the client's integration needs. A typical small setup usually involves four to six technical staff.
We find it very cost-effective because you avoid the need to travel to customer sites or other countries. With collaboration tools and online platforms, you can deliver messages, have conversations with your team and clients, and conduct presentations without leaving your location. This reduces travel costs, saves time, and eliminates expenses related to travel and accommodations.
It depends on the type of business you're running. For instance, if you're in sales or working for a pharmaceutical company where frequent travel is necessary, using online collaboration tools can save significant money. It reduces travel time and costs, potentially cutting up to 25% of your marketing or sales expenses.
Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas standalone systems can vary in price.
I rate the product’s pricing as four out of ten, where one is cheap and ten is expensive.
We will recommend Cisco Webex to clients who can afford the initial investment and ongoing license maintenance costs, particularly for enterprise-grade or global clients. For smaller clients, such as SMBs, we suggest alternative brands offering more manageable maintenance and license costs.
Cisco's third-party maintenance provider handles maintenance. We enroll all teams through Collaborative Services or SmartNet for support.
Overall, I rate the solution an eight out of ten.
I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product.
The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things.
With the solution, I face issues when trying to use the screen share option. On Microsoft Teams, I can share the whole screen with the person I am meeting with and see every folder on the desktop. With Cisco Webex Contact Center, only one screen works when I try to share the screen, making it the area where improvements are required. With Cisco Webex Contact Center, when I use the screen's sharing capabilities, I am stuck on one tab and can't view everything at once.
I have been using Cisco Webex Contact Center for two and a half years. I use the solution as a regular platform. My company serves as a distributor of Cisco products.
There are some network issues at times, but not anything from Cisco Webex Contact Center's end.
As a distributor and promoter of the product, I rate the product's scalability a ten out of ten.
My company has 4,000 users of the solution. Internally, at times, my company uses Microsoft Teams, but with our partners, we use Cisco.
The product's initial setup phase is very easy. The product's initial setup process is easy since our company has an IT department that deals with the provisioning part for us, so we don't face any difficulties.
The solution is deployed on the cloud.
Without our company knowing, the solution's help desk accesses our network and website, which then takes care of the deployment for us.
Price-wise, it is a cheap product, especially when compared to Microsoft Teams.
When I use the product, I don't face any troubles, but it is difficult to use
The integration of the product with Microsoft Teams should be proper. There is a need to have people who can properly deploy or take care of the integration of the product with Microsoft Teams so that both products get synchronized.
I rate the overall tool a ten out of ten.
The use cases for this involve deployment both internally within an enterprise and externally with customers. Customers have the flexibility to deploy it within their organization or externally to serve their own customers. In some instances, agents utilize the system to meet the needs of external customers.
The central management tool, Control Hub, holds significant value for the management team. With Control Hub, there is complete visibility into every aspect, solution, and device, with the contact center being just one component. Additionally, the system offers various features, and as of now, I've recently returned from my vacation.
I have been involved in the hardware aspect of working with it for two years, while my experience in collaboration spans over two decades.
I would rate its customer service and support nine out of ten.
Positive
The setup is most seamless when the customer already has an established Cisco infrastructure.
Overall, I would rate it nine out of ten.
