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Cisco Webex Contact Center Reviews

Vendor: Cisco
4.2 out of 5
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What is Cisco Webex Contact Center?

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

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Cisco Webex Contact Center is the #6 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Cisco Webex Contact Center an average rating of 8.4 out of 10. Cisco Webex Contact Center is most commonly compared to Genesys Cloud CX: Cisco Webex Contact Center vs Genesys Cloud CX. Cisco Webex Contact Center is popular among the large enterprise segment, accounting for 65% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 13% of all views.
Buyer's Guide
Contact Center as a Service (CCaaS)
February 2026
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Cisco Webex Contact Center mindshare

As of February 2026, the mindshare of Cisco Webex Contact Center in the Contact Center as a Service (CCaaS) category stands at 10.4%, down from 12.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS) Market Share Distribution
ProductMarket Share (%)
Cisco Webex Contact Center10.4%
Genesys Cloud CX20.7%
Amazon Connect17.1%
Other51.8%
Contact Center as a Service (CCaaS)
 
 
Key learnings from peers
Last updated Feb 1, 2026

Valuable Features

Cisco Webex Contact Center's most valuable features include the fast process for going live, collaboration functionality, and ease of use. Control Hub provides complete visibility, enabling centralized management. Efficient third-party integration, like WhatsApp, enhances cloud advantages. Users appreciate omnichannel communication for consistent customer experience. The tool supports remote communication and management, reducing complexities associated with server configurations and offering seamless API integration with third-party applications. Quality and adaptability meet diverse organizational needs.
  • "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."
  • "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."
  • "Cisco technical support is outstanding."

Room for Improvement

Users face challenges with screen sharing, as they can only share one screen at a time. Cost efficiency is a concern compared to free tools like Google Meet. There's a desire for more Omni-Channel integration and third-party integrations. Cisco lagged in cloud technology adoption, impacting its market position. Some users find service satisfactory but suggest enhancements in customization. AI-powered chatbots and real-time data insights have not been widely utilized yet.
  • "When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."
  • "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."
  • "Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

ROI

Users found that Cisco Webex Contact Center significantly boosted efficiency and simplified customer service management, directly enhancing client satisfaction. The investment recouped swiftly through increased productivity, improved communication, and outstanding performance tracking.

Pricing

Users find Cisco Webex Contact Center affordable, especially compared to Microsoft Teams. Pricing varies by distributor and project complexity, with integrated systems costing less. Opinions on cloud solution costs differ, with some viewing it as costly and others as reasonable. Pricing for standalone systems is more variable. On-premise options require additional investments. Despite these variables, some users rate the product's overall pricing as moderately priced, suggesting room for cost optimization.
  • "Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

Popular Use Cases

Cisco Webex Contact Center is primarily used for meetings with partners and external customers. Many utilize it for internal and external deployments, collaborating similarly to platforms like Microsoft Teams, Zoom, and Google Meet. Its cloud-based nature simplifies server management and expansion. It is favored by organizations in the defense industry and others for contact center operations and interactions outside traditional platforms. Users appreciate the flexibility it offers for communication and operations.

Service and Support

Customers rate Cisco Webex Contact Center's service highly, often scoring nine out of ten. They emphasize the quick response times and efficient problem resolution. Cisco's technical support is described as prompt, often engaging within minutes. Users appreciate the ease of getting equipment replacements. Although interactions involve some exchanges due to unique needs, Cisco consistently scores above its competitors like Microsoft and Amazon Connect. The overall sentiment is positive with minimal escalation needed.

Deployment

Cisco Webex Contact Center's initial setup is generally easy, especially for companies with IT departments managing provisions or existing Cisco infrastructures. Deployment occurs in the cloud with external support. Complexity influences the time, taking one to two days for 10-15 users, with four to six technical staff involved. Setup poses challenges for newcomers; experienced users find it simple. Maintenance involves managing the console, unlike the extensive effort for on-premises setups.

Scalability

Cisco Webex Contact Center is highly scalable, receiving ratings of nine and ten out of ten from users. While some users find it easy to manage and suitable for smaller corporations, others mention concerns about limitations in scaling out effectively due to cost and lack of support in certain countries. It's praised for standard scalability and high availability features, yet some opt to use alternatives like Microsoft Teams for better scalability.

Stability

Cisco Webex Contact Center is recognized for its stability, receiving ratings of eight and nine out of ten. Users appreciate its reliability, citing that built-in features such as scalability and high availability support this. Although occasional network issues occur, they are not attributed to Cisco Webex Contact Center. Users find it very stable and dependable with minimal issues observed.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Contact Center as a Service (CCaaS) Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
13%
Insurance Company
10%
University
9%
Government
8%
Manufacturing Company
6%
Healthcare Company
6%
Energy/Utilities Company
3%
Transportation Company
3%
Comms Service Provider
3%
Wholesaler/Distributor
2%
Consumer Goods Company
2%
Educational Organization
2%
Non Profit
2%
Outsourcing Company
2%
Real Estate/Law Firm
2%
Retailer
2%
Performing Arts
2%
Hospitality Company
2%
Engineering Company
1%
Legal Firm
1%
Recreational Facilities/Services Company
1%
Construction Company
1%
Media Company
1%

Compare Cisco Webex Contact Center with alternative products

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Learn more about Cisco Webex Contact Center

Cisco Webex Contact Center was previously known as CC-One, BroadSoft CC-One.

Cisco Webex Contact Center customers

AON, Office Depot, American Red Cross

Related questions

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Cisco Webex Contact Center Reviews Summary
Author infoRatingReview Summary
Network Technical Advisor at a government with 10,001+ employees4.5I'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.
IT Manager at Namchow (Thailand) Ltd.3.5I'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.
Sr. Director, Business Development & Sales Operations at connect professional services4.5I 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 Delivery3.5I 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.4.0I 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 Brasil5.0I 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 employees4.5I 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.