Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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WebEx contact center in a nutshell
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
I have been working with Cisco product for 10 years from the technical side.
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.
Webex CC Review
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.
Empowering Remote Teams with AI Efficiency
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.
Customising Interactive Voice Response for Improved User Experience
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.
Webex Contact Center Simplifies Customer Interaction
What do you like best about the product?
Webex Contact Center can manage high call volumes while maintaining excellent call quality. Integrating it with CRM has been effortless, helping us personalize our service. The agent interaction is also straightforward and user-friendly.
What do you dislike about the product?
Occasional minor bugs can cause slight delays in call transfer, although these are generally resolved quickly by the customer support team.
What problems is the product solving and how is that benefiting you?
This has streamlined our operations, making it easier to monitor performance and deliver timely responses. Also, it has helped us to manage a higher volume of calls without compromising on quality.
Flexible Solution for Modern Contact Center.
What do you like best about the product?
The multichannel communication feature is Webex Contact Center is a game changer, allowing our agents to handle customer queries across voice, chat, and email all within a single platform. The simple user interface makes it easy for our team to track customer interaction.
What do you dislike about the product?
One area that could be improved is the complexity of setting up certain automation workflows, which can be time-consuming.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has improved how we handle our customer service interaction and the ability to monitor our agent's performance in real-time.
Unleashing the Power of Webex Contact Center for Organisations
What do you like best about the product?
-> AI-powered voice assistant
-> Advanced predictive analytics
-> Smooth integration
-> Great customer support
-> Advanced predictive analytics
-> Smooth integration
-> Great customer support
What do you dislike about the product?
-> limited customisation
-> occasional latency issues
-> occasional latency issues
What problems is the product solving and how is that benefiting you?
The platform has improved our customer interaction and saved us time that we could utilise in other things.
Powerful Tool for Managing Customer Communications
What do you like best about the product?
Webex Contact Center stands out with its ease of use and seamless integration into our existing systems. The integration with multiple communication channels has streamlined our customer service process, enhancing the overall customer experience.
What do you dislike about the product?
The initial configuration for advanced routing rules can be a bit complex and requires some technical knowledge.
What problems is the product solving and how is that benefiting you?
It is helping us manage customer inquiries efficiently across multiple channel, reducing response time and improve customer satisfaction.
WxCC - way to go
What do you like best about the product?
Agility and the introduction of new features as they comes.
What do you dislike about the product?
Flexibility of the tool itself sometimes. this can be more integrated.
What problems is the product solving and how is that benefiting you?
Agility and lead time issues are sorted with WxCC
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