Cisco Webex Contact Center pros and cons

Name: Cisco Webex Contact Center
Brand: Cisco
Rating: 4.1 (6 reviews)

Vendor: Cisco

4.1 out of 5

6 reviews
100% willing to recommend

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Pros & Cons summary

Cisco Webex Contact Center is highly scalable and rated ten out of ten. It excels with Control Hub for management and collaboration, crucial for global teams. However, users find screen sharing challenging. While technical support is highly rated, some prefer Google Meet or Teams for cost-efficiency. Cisco's cloud adoption was slow, requiring further enhancements. Despite identical software platforms, new users find it complicated, leading some to switch for better scalability.

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Prominent pros & cons

PROS

Cisco Webex Contact Center is highly scalable, rated ten out of ten for scalability.

Control Hub, the central management tool, is valuable for the management team.

The collaboration feature is crucial for telecommuting and distance communication, especially for global teams.

Technical support is of high quality, rated at least nine out of ten, and outstanding overall.

Both software platforms of Cisco Webex Contact Center are the same, making it easy to contact customers and address hardware issues.

CONS

Users experience issues when using the screen share option.

When compared to Google Meet and Teams, included with Microsoft licenses, some clients prefer free or cost-effective options.

Cisco Webex Contact Center is not straightforward for beginners, posing complications for new users.

They lagged initially in adopting cloud technologies and need further improvements.

Scalability is limited, causing some users to switch to Microsoft Teams for better scalability.

Cisco Webex Contact Center Pros review quotes

Rayyan Saeed

Architecture Executive at Comstor Brasil

Nov 28, 2023

I rate the product's scalability a ten out of ten.

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ESTEE Gabriel Carpio

Senior Solutions Architect at TechConek Philippines Inc.

Sep 6, 2024

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.

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Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

Jun 15, 2025

The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten.

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Contact Center as a Service (CCaaS)

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Vineesh Kumar V

Sr. Manager - Advanced Solutions Delivery

Apr 2, 2025

Cisco technical support is outstanding.

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Anan Arunlertcheevin

IT Manager at Namchow (Thailand) Ltd.

Dec 1, 2025

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, and it is easy to contact customers and easy to open issues regarding hardware problems.

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Cisco Webex Contact Center Cons review quotes

Rayyan Saeed

Architecture Executive at Comstor Brasil

Nov 28, 2023

With the solution, I face issues when trying to use the screen share option.

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ESTEE Gabriel Carpio

Senior Solutions Architect at TechConek Philippines Inc.

Sep 6, 2024

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.

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Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

Jun 15, 2025

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.

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Buyer's Guide

Contact Center as a Service (CCaaS)

January 2026

Download Free Report

Find out what your peers are saying about Cisco, Amazon Web Services (AWS), Five9 and others in Contact Center as a Service (CCaaS). Updated: January 2026.

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881,082 professionals have used our research since 2012.

Vineesh Kumar V

Sr. Manager - Advanced Solutions Delivery

Apr 2, 2025

Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies.

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Anan Arunlertcheevin

IT Manager at Namchow (Thailand) Ltd.

Dec 1, 2025

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.

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