Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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All-in-One Communication Platform with Outstanding Call Quality
What do you like best about the product?
It centralizes communication tools in one place, and I appreciate the excellent call quality. It offers a seamless calling experience, and I like how easy the console is to modify and use. It also offers the advantage of easy scalability.
What do you dislike about the product?
What I don't like that sometimes the call times out, incoming calls may not display correctly, there are occasional delays in information, and custom reports are difficult to configure.
What problems is the product solving and how is that benefiting you?
The app simplifies call management and helps us improve customer experiences. We've experienced less downtime than with our previous systems, allowing us to expand capacity and incorporate new features.
Reliable and Feature-Rich Contact Center with Room for Optimization
What do you like best about the product?
I really appreciate how Webex Contact Center offers a clean and intuitive interface, making it easy to manage customer interactions smoothly and efficiently. The real-time analytics and AI-driven insights are valuable for enhancing agent performance. However, I have noticed that there is still some room for improvement in terms of system responsiveness, especially during peak hours.
What do you dislike about the product?
At times, the platform seems somewhat sluggish when managing high call volumes, which can impact workflow efficiency. Furthermore, I find that the customization options for reports and dashboards could be more adaptable to better accommodate particular business requirements.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has made it much easier to manage customer communication by bringing calls, chats, and emails together on a single platform. This centralization has helped reduce response times and minimize confusion. As a result, overall customer satisfaction has increased, and collaboration within the team has become noticeably smoother and more efficient.
Excellent Call Management and Workflow Tools, Packed with Useful Features
What do you like best about the product?
This platform is ideal for enterprise and customer experience environments. I like that it offers call routing and workflow for both agents and call management. I also appreciate the self-service features and call transcription, which help agents work without needing to take additional notes after each call.
What do you dislike about the product?
Since we began using this platform, our overall response rate has improved. There are so many features available that I doubt we will ever use them all, but the ones we do use are outstanding.
What problems is the product solving and how is that benefiting you?
Webex Contact Center enables us to monitor the support we deliver and the steps our engineers take. The reporting capabilities are truly essential, consistently surpassing our expectations.
Outstanding Analytics and Team Monitoring, Though Support Can Be Slow
What do you like best about the product?
About Webex contact center I like its analytics and reporting parts, not only that but its ability to monitor the team performance is the overall best feature.
What do you dislike about the product?
Sometimes there are some difficulties dealing with customer support for quick issue support but overall it stands out as compared to other vendors.
What problems is the product solving and how is that benefiting you?
I have done smooth migration which I really appreciate other than that it has solved the issue for remote staffs work as they can access the features remotely like a office staff.
User-Friendly Platform with Excellent Customization and Standout Features
What do you like best about the product?
I really appreciate how user-friendly their help center is, and I found the admin panel straightforward to navigate. The platform provides excellent customization options, and the bookmark feature truly stands out. Additionally, it makes integrating multiple fonts simple and convenient.
What do you dislike about the product?
Overall, my experience was positive, and I truly have no complaints. I can't think of anything I dislike about this platform, as the service provided is excellent.
What problems is the product solving and how is that benefiting you?
The call management tools are highly robust and have proven invaluable for our company. We've noticed a marked increase in productive conversations, and overall, it has made our workflow much smoother than with any other platform we've used.
Transcription Feature Saves Time and Boosts Contact Center Efficiency
What do you like best about the product?
I appreciate the transcription feature, as it greatly reduces the need for manual note-taking and serves as an excellent reference after calls. This benefit leads to shorter conversations, enabling agents to assist the next customer more efficiently.
What do you dislike about the product?
I have no complaints; this is an excellent analyzer that delivers detailed information, helping us save both time and money. Our experience has been genuinely positive, as it has made a significant difference by improving contact center visibility and simplifying the process of making changes.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. The platform integrates social channels and chat, which makes it fast and convenient for customers to connect with an agent and get the information they need. This capability is crucial for handling all calls, managing users efficiently, and ensuring we deliver the best possible experience.
Easy management of communication and feedback regardless of time zones
What do you like best about the product?
I like its wide range of features and integrations, and the fact that it captures customer feedback in real time. I also like the call monitoring and real-time reporting tools, as they make it easier for us to track performance.
What do you dislike about the product?
I would recommend Webex Contact Center to companies seeking a scalable solution for managing customer service. We have not encountered any issues or problems so far. While it is a conventional platform, it proves to be effective in every aspect of the product.
What problems is the product solving and how is that benefiting you?
This tool has enhanced our capacity to manage and respond to inquiries, offering valuable analytics that help us optimize our overall communications strategy. Additionally, it delivers insights into call trends, frequently encountered issues, and employee satisfaction.
Webex Contact Center makes it easy to manage and track customer conversations
What do you like best about the product?
I appreciate how simple it is to set up workflows, manage them, and implement changes without disrupting the production system. The user interface is intuitive, which has made onboarding new users straightforward for our team. Additionally, it enables us to centralize and handle customer calls more effectively, minimizing our reliance on multiple tools.
What do you dislike about the product?
Webex Contact Center provides all the features and services necessary to support our diverse range of clients. I have no complaints about this platform; it has made it much easier for us to stay organized, particularly when handling several clients simultaneously.
What problems is the product solving and how is that benefiting you?
We rely on Webex Contact Center to enhance our customer experience. It has become a vital part of our organization, allowing us to handle all incoming calls, manage users efficiently, and ensure we deliver the best possible service to our customers.
Excellent Reporting and Easy Workflow Management
What do you like best about the product?
One aspect I appreciate most is the reporting feature. The reports offer a clear overview and assist us in identifying and resolving issues. They also supply managers with the information necessary to make informed business decisions. Additionally, I find it convenient that setting up and managing a workflow is straightforward.
What do you dislike about the product?
Thanks to its comprehensive reporting capabilities, I am able to locate nearly any data I need, which has been a perfect fit for our requirements. I have no criticisms of this platform; the user experience has been exceptionally valuable for our organization.
What problems is the product solving and how is that benefiting you?
Webex Contact Center has become an indispensable tool for handling all incoming calls, overseeing users, and ensuring an excellent experience for each of our customers. It enables supervisors to efficiently manage their agents from one centralized platform.
Provides feedback and a constant pulse of the customer experience
What do you like best about the product?
I appreciate Webex Contact Center because it enables customers to reach out using their preferred channel, whether that's chat, text, social media, email, or a phone call. I also value the customer contact history feature, which is always readily available to agents. This ensures that customers don't have to repeat themselves and that agents have the necessary context for every interaction.
What do you dislike about the product?
Webex Contact works well in high-traffic environments and offers solid performance. I have nothing negative to say about this platform.
What problems is the product solving and how is that benefiting you?
This platform provides optimal and efficient services, such as virtual assistance. Its intuitive design makes it extremely valuable for our organization. It has enabled us to gain deeper insights into call trends, identify common issues, and assess employee satisfaction more effectively.
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