Sold by: Cisco Systems, Inc.
Deployed on AWS
Webex Contact Center
4.5
Overview
Webex Contact Center is an AI-powered, cloud-based contact center solution designed to deliver exceptional customer experiences, improve agent productivity, and drive business growth. By leveraging advanced AI-driven capabilities, contact centers can anticipate the needs of their customers, provide intelligent engagements, and augment the workforce to solve customer issues quickly. With powerful reporting and analytics, contact centers gain enhanced visibility, enabling data-driven decision making that fosters impactful customer experiences.
Additionally, the platform's flexibility facilitates the seamless integration of AI agents, serving as an intelligent gateway to enhance and deliver a comprehensive, end-to-end, AI-powered customer experience. Ultimately, Webex Contact Center combines the latest in AI and automation innovation to deliver highly connected journeys that leave your customers feeling valued and helping your businesses drive greater efficiency.
Highlights
- Efficient Omnichannel Management: Benefit from intelligent omnichannel routing and a unified desktop that allows agents to seamlessly manage customer inquiries. Whether it's phone calls, emails, live chat, social media, or SMS, all interactions are centralized in one place.
- Comprehensive Monitoring and Administration: Supervisors and admins enjoy a "single pane of glass" dashboard that makes it easy to monitor performance, manage user access, and generate reports - all while providing end-to-end control over security and compliance.
- Actionable Insights: Managers can leverage real-time and historical data, plus AI-driven analytics, to uncover trends, track KPIs, and quickly resolve operational challenges as they arise.
Details
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Delivery method
Deployed on AWS
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Introducing multi-product solutions
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. Request a private offer to receive a custom quote. Sign in to view any offers that have been extended to you.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
For questions related to product, pricing or private offers, reach out to WebexonAWS@cisco.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Avijit S.
User-Friendly and Insightful, Yet Slightly Laggy
Reviewed on Apr 14, 2026
Review provided by G2
What do you like best about the product?
I like how Webex Contact Center makes it easier to manage all customer interactions in one place. I also appreciate the useful call insights and reporting it provides, helping me track performance and improve service quality. The interface is very simple and user-friendly, which means it doesn't take much time to get used to. Additionally, the initial setup was quite manageable for me and not too complicated, with most configurations being easily handled once I understood the basics.
What do you dislike about the product?
Sometimes the interface feels a little slow or laggy during peak hours. Also, reporting can be a little complex to understand at first, it takes time to get familiar with it. I feel the layout can be more simple and clear. Sometimes the data is detailed and hard to find key metrics quickly, adding better filters and easier dashboard would really help improve usability.
What problems is the product solving and how is that benefiting you?
I use Webex Contact Center to handle customer calls and support queries. It helps me manage interactions smoothly, track conversations, and respond quickly, making my work easier and organized. Its call insights and reporting help track performance and improve service quality. The user-friendly interface is a plus.
Consulting
WebRTC Agent Desktop Issues and Limited Team-Level Configuration Flexibility
Reviewed on Mar 03, 2026
Review provided by G2
What do you like best about the product?
I like Webex Contact Center for its ease of administration, flexibility, and strong visibility into contact center operations. I value being able to quickly configure routing, queues, skills, and flows without heavy development. I also like the robust analytics and reporting. It integrates with the broader Webex and Cisco ecosystem, making it easier to manage users, security, and ongoing platform operations at scale. One of my favorite features within a flow is the ability to inject a piece of code with a Function to handle intricate tasks within the flow.
What do you dislike about the product?
I've found quite a few of my customers have struggled using the agent desktop with WebRTC. There seem to be a lot of factors that could potentially cause issues with connectivity. I think there are also a lot of features that lack flexibility from a configuration standpoint, specifically with the ability to configure settings for a specific team or skill vs. the entire tenant.
What problems is the product solving and how is that benefiting you?
Webex Contact Center solves the challenges of managing complex contact center operations by centralizing routing, administration, and analytics in a single platform. It benefits me by making it easier to configure and adjust flows, gain real‑time and historical visibility into performance, and support customers at scale with fewer manual processes. This allows faster delivery, more consistent operations, and better insight into how the contact center is performing overall.
Norm Hubert
Omnichannel features have improved collaboration and now provide smoother virtual meetings
Reviewed on Jan 29, 2026
Review provided by PeerSpot
What is our primary use case?
Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.
What is most valuable?
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.
What needs improvement?
I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.
For how long have I used the solution?
I have used Webex for probably about five years.
What do I think about the stability of the solution?
There are not a lot of issues with it.
How are customer service and support?
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.
Which solution did I use previously and why did I switch?
We switched from Polycom.
How was the initial setup?
The initial setup for Webex was straightforward.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.
Aloin M.
Exceptional Service and Intuitive Interface for Small Businesses
Reviewed on Jan 11, 2026
Review provided by G2
What do you like best about the product?
I value how well they accommodate even the smallest businesses with limited requirements, making sure we always get the services we need. The user interface is quick and extremely intuitive, which makes navigation easy. Additionally, the call quality is excellent, and features such as call recording and forwarding make our daily tasks much more manageable.
What do you dislike about the product?
I have nothing negative to say, their platform is easier to use than many we've tried, and their support team has ben exceptionally friendly and well-trained in helping us set up our systems, even when our needs didn't fit their usual scenarios.
What problems is the product solving and how is that benefiting you?
Since we started using this platform, it has truly transformed the way our business operates. I can easily monitor who is on calls and analyze all the data by the hour, which I find extremely helpful. In addition, every call is logged, providing us with detailed call records that greatly enhance both transparency and accountability.
Anan Arunlertcheevin
Global communication has improved customer meetings but remains costly and limited in reach
Reviewed on Dec 01, 2025
Review provided by PeerSpot
What is our primary use case?
Cisco Webex Contact Center is typically used for meetings with customers and some suppliers.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with Cisco Webex Contact Center for over three years.
What do I think about the stability of the solution?
I assess that Cisco Webex Contact Center is very stable and reliable for us. The service and standard are very good.
What do I think about the scalability of the solution?
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.
How are customer service and support?
My experience with technical support from Cisco is very positive. The response time is very fast, and they quickly send replacement equipment when needed.
Which solution did I use previously and why did I switch?
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.
What was our ROI?
I have not seen any return on investment with Cisco Webex Contact Center.
What other advice do I have?
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.