Sold by: Cisco Systems, Inc.Â
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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Custom pricing options
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Delivery details
Software as a Service (SaaS)
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Support
Vendor support
For questions related to product, pricing or private offers, reach out to WebexonAWS@cisco.comÂ
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
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150 external reviews
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Telecommunications
WebEx contact center in a nutshell
Reviewed on Apr 08, 2025
Review provided by G2
What do you like best about the product?
I've been following, implementing and using WebEx Contact Center over the last few years. I am impressed with the ease of use and how easy it is to implement this. It's a breath of fresh air having had experience with on prem solutions. The features that have been added in the last year is impressive, it's very clear Cisco are putting a lot of effort in this and their AI capabilities are working really well. I'm also impressed with how easy it is to integrate with 3rd party applications.
What do you dislike about the product?
Cisco could do a better job on the customer support side of things. Sometimes it feels like the TAC teams and the partner help desks don't appreciate the speed with which things need to be done. Processes can feel a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are currently migrating our on prem Cisco customers to WxCC and also we're migrating some customers coming from another technology to WxCC. Customers are mainly looking to increase the ease of use, add different channels and increase customer and agent experience as well as lowering cost
Marcin S.
I have been working with Cisco product for 10 years from the technical side.
Reviewed on Mar 24, 2025
Review provided by G2
What do you like best about the product?
The Webex Contact Center solution is developing very quickly to become the best solution of this type on the market.
What do you dislike about the product?
Poor availability of system logs. The need to use integration with external systems.
What problems is the product solving and how is that benefiting you?
Webex Contact Center is solving several key problems in the contact center environment, which ultimately benefits organizations by enhancing customer satisfaction, improving operational efficiency, and reducing costs.
Josh R.
Webex CC Review
Reviewed on Nov 15, 2024
Review provided by G2
What do you like best about the product?
Ease of use and ease of implementation. The solution has a great number of features built in, though they tend to be disjointed. I have been working with and selling Webex Contact Center for 3+ years. The solution is easy to administer and manage. The modern interface is intuitive and, as it continues to be collapsed into Control Hub, more seamless than other solutions.
What do you dislike about the product?
The disjointed nature of feature sets when involving non-voice channels is frustrating. Everything should be collapsed into a single solution and not separate (e.g. Webex Connect). Outbound campaigns can use some improvement and the AI capabilities are lacking at the moment. Some of the more advanced feature sets, included in Webex Connect, need to be made more seamless and fully integrated into the full Webex CC interface. The biggest complaints I've heard from my clients is the disjointed nature of some features.
What problems is the product solving and how is that benefiting you?
We want to provide our clients with white-glove service in the most efficient manner possible.
Steve E.
Empowering Remote Teams with AI Efficiency
Reviewed on Oct 16, 2024
Review provided by G2
What do you like best about the product?
The AI capabilities of Webex Contact Centre enable chatbots to handle basic enquiries, such as reporting maintenance problems, freeing up employees to work on more difficult assignments. Additionally, its cloud-based solution guarantees that remote employees, wherever they may be, may offer round-the-clock assistance.
What do you dislike about the product?
The per-agent pricing approach can result in large cost increases as our e-learning programs grow, making it more difficult to scale support effectively during busy periods, such as enrolment seasons or the introduction of new courses.
What problems is the product solving and how is that benefiting you?
With the help of AI chatbots, Webex Contact Centre simplifies repetitive activities and enables remote employees to provide reliable support from any location, guaranteeing flawless service.
Nicolas H.
Customising Interactive Voice Response for Improved User Experience
Reviewed on Oct 15, 2024
Review provided by G2
What do you like best about the product?
Webex's cloud-based system ensures it can handle high traffic during busy times like registration or exams. Its customizable Interactive Voice Response (IVR) system also helps direct calls quickly to the right department, cutting down wait times and improving service.
What do you dislike about the product?
It might not have certain features specifically designed for educational support, like integration with learning management systems (LMS).
What problems is the product solving and how is that benefiting you?
Webex Contact Center improves communication by efficiently directing calls and minimizing wait times for students and staff, helping customer service run smoothly during busy periods like registration and exams.