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 | 9.3% |
| Genesys Cloud CX | 19.6% |
| Amazon Connect | 13.6% |
| Other | 57.5% |
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. |
