Cisco Webex Contact Center pros and cons

Name: Cisco Webex Contact Center
Brand: Cisco
Rating: 4.2 (7 reviews)

Vendor: Cisco

4.2 out of 5

7 reviews
100% willing to recommend

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Pros & Cons summary

Cisco Webex Contact Center excels in scalability, scoring ten out of ten, and offers a valuable Control Hub for management. The platform supports global collaboration but faces challenges with screen sharing and can be complex for beginners. Although it provides omnichannel communication for consistent customer experiences, some prefer free alternatives like Google Meet. Technical support is highly praised, yet improvements are needed in cloud adoption and addressing limited scalability compared to alternatives like Microsoft Teams.

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Prominent pros & cons

PROS

Cisco Webex Contact Center is highly scalable, receiving a perfect ten out of ten rating for scalability.

Control Hub, a central management tool, is greatly valuable for management teams.

The collaboration function is crucial, particularly beneficial for global teams needing online communication.

Technical support is rated at least nine out of ten and praised as outstanding.

The platform offers ease of use with standard features enhancing customer experience consistency through omnichannel communication.

CONS

Users face issues with the screen share option when using Cisco Webex Contact Center.

Some clients prefer using free collaboration tools like Google Meet and Teams over Cisco Webex Contact Center.

Cisco Webex Contact Center is not straightforward for beginners.

Improvements are needed in Cisco Webex Contact Center, particularly as they initially lagged in adopting cloud technologies.

Cisco Webex Contact Center's scalability is limited, leading some users to opt for 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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Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Jan 29, 2026

The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good.

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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)

February 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: February 2026.

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881,757 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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Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Jan 29, 2026

When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect.

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