Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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Seamless Integration with CRM Systems
What do you like best about the product?
The seamless integration of Webex Contact Center with CRM systems is a standout feature. The platform's ability to sync customer data, interactions, and support history directly with our CRM system streamlines our workflow. This integration ensures that agents have access to comprehensive customer information, allowing for more personalized and efficient interactions.
What do you dislike about the product?
The CRM integration is effective, having more flexibility in data mapping and synchronization would be beneficial. This would allow us to tailor the integration to our specific CRM configuration and optimize the flow of information between systems.
What problems is the product solving and how is that benefiting you?
Webex Contact Center addresses the challenge of disconnected customer data in the support process. The seamless CRM integration ensures that our agents have a complete view of each customer's history, leading to more informed and personalized interactions. This has improved our customer relationship management and overall service quality.
Great hosted solution for a call center
What do you like best about the product?
drag and drop availability for creating call centers
What do you dislike about the product?
administration needs some improvement and integration
What problems is the product solving and how is that benefiting you?
hosted solution. lots of call center features with reporting
Really good tool and less expensive for automated routing of calls
What do you like best about the product?
It captures the call center details in simplistic way. The dashboard gives the live status of agents. Easy to develop routing solution.
What do you dislike about the product?
Should accurately show how many calls are made for the day.
What problems is the product solving and how is that benefiting you?
Perfect call management with almost zero errors. It shows our team leads if we are on a lunch break or unavailable.
Webex Contact Center is the next best thing
What do you like best about the product?
Webex Contact Center is much easier to user for the smaller call centers that do not need a full solution. It is very easy to integrate and manage.
What do you dislike about the product?
The feature set of Webex Contact Center is not fully matured, but features are being added actively.
What problems is the product solving and how is that benefiting you?
It allowed us to deply a contact center for our helpdesk very quickly and did not have to have all the additional infrastructure needed for UCCX.
the perfect solution to optimize your communications
What do you like best about the product?
What I love most about Webex Contact Center is its intuitive and easy-to-use interface. It doesn't matter if you are a beginner or a technology expert, this program guides you step by step so that you can get the most out of each of its features. Another feature that fascinates me about this program is its ability to integrate with other systems in the organization. This was necessary for ourselves, because we have been able to centralize all the information and manage it efficiently. This allowed us to save time and avoid redundant errors.
What do you dislike about the product?
Regarding what bothers me, I can mention that I have had certain occasional technical problems. However, I must highlight the immediate response and solution from the supplier. They were continually accessible to help us solve any problems, which gave us a lot of peace.
What problems is the product solving and how is that benefiting you?
Without a doubt, Webex contact center was a necessary instrument to solve problems in our organization. Because of this program, we have significantly improved our efficiency in communications with our own consumers and have been able to provide better service. I can't imagine what our company could be like without him.
Works perfectly for our 24/7 customer support
What do you like best about the product?
I most appreciate the ability to sequentially forward incoming calls, with calls immediately documented and cases automatically fill with the right information.
What do you dislike about the product?
Creating custom reports beyond the stock templates is not that intuitive.
What problems is the product solving and how is that benefiting you?
With increase in volumes with our clients we needed to be remote and active on the phones for support and Webex Contact Center helped with that.
Practical and very simple
What do you like best about the product?
The greatest function is the ability to answer direct calls while on a call. Keeps good connection with other systems that we use to help our customers.
What do you dislike about the product?
For me, what I dislike is on some dropdowns, it cuts off at the bottom and I can't see it.
What problems is the product solving and how is that benefiting you?
Addresses issues such as call tracking, management, and queue volume. Solved the problems of time management and efficient customer contact accessibility.
Transforming my digital marketing administration with Webex Contact Center
What do you like best about the product?
What I love most about Webex Contact Center is its extensive range of features. From the moment I started using it, I realized its ability to centralize each communication and provide a collaborative and efficient environment. The ease of managing calls, emails and chats in a single platform allowed me to save time and avoid the dispersion of information. Additionally, integration with other Cisco tools, such as Webex Teams, has further enhanced real-time engagement. Another notable feature is the Webex Contact Center customization functionality. The platform adapts perfectly to the specific needs of my team and allows me to establish personalized workflows. I can conceptualize rules and automations to manage contacts more efficiently, which has significantly improved our productivity and allowed us to focus on strategic points.
What do you dislike about the product?
Regarding what makes me angry, I must mention that at times it experienced some complexity when struggling with the initial learning curve of the platform. Although it provides extensive documentation and technical support, consider that greater attention to usability and a more intuitive interface could make the adoption process a more dynamic experience.
What problems is the product solving and how is that benefiting you?
Webex Contact Center was essential to solve various problems in my role as Digital Marketing Manager. Due to its real-time study and reporting capabilities, it has been able to make more informed and strategic choices. In addition, the tool has improved our ability to provide more efficient and personalized buyer service. The denominated queuing capacity allowed us to distribute the work equitably and reduce the waiting time for consumers.
Transforming our customer service with Webex Contact Center
What do you like best about the product?
What I liked most about Webex Contact Center was its ease of use and intuitive interface. I had no problems adapting quickly to the program, and my coworkers also found it accessible and understandable. In addition, the platform offers a wide range of features and tools that allow us to manage various communication channels, such as telephone calls, live chat, emails and social networks, all from a single platform. This made it easier to expand our ability to provide efficient and effective buyer service. The intelligent call routing tool has been a huge plus for me, as it allowed us to allow calls equally among our team and minimize the wait time for our own consumers. In addition, the function of filming and saving relationships with consumers has helped us significantly in resolving issues and optimizing our service.
What do you dislike about the product?
However, the aspect I liked least has been the initial learning curve to use each of the advanced properties of Webex Contact Center. Although the platform itself is simple to use, it will take a while for users to familiarize themselves and take full advantage of each of the features. However, with the support of the program's amazing buyer support team, we were able to immediately overcome this gap in understanding.
What problems is the product solving and how is that benefiting you?
Overall, the Webex Contact Center program was a real eye-opener for our company. It allowed us to provide quality buyer service more efficiently and improve our own performance metrics. We have experienced a significant decrease in wait times for our own consumers, as well as growth in buyer satisfaction. The program has solved several of our own problems in terms of communication management and given us a clearer perspective on areas of optimization in our service.
The definitive communication solution for your contact center.
What do you like best about the product?
One of the properties that I love most about this program is its intuitive and easy-to-use interface. From the first day, I was able to work with him without problems, saving time learning his performance. In other words, essential for any busy professional looking for immediate results. Additionally, Webex Contact Center has provided me with a vast array of tools and customization possibilities. I can adapt reports and data dashboards according to the specific needs of our organization and the goals we want to achieve. This was necessary to provide accurate and actionable studies to our own executives and decision-making groups.
What do you dislike about the product?
However, although the program has many advantages, I must also name several things that I dislike. Sometimes the platform might be slow or experience certain glitches, which can hurt my workflow. Fortunately, [Webex contact center]'s technical support team is reliable and always responds quickly to resolve any issues that arise.
What problems is the product solving and how is that benefiting you?
My experience as a professional data analyst using the Webex contact center was quite positive. It has improved the efficiency of my work, allowing me to save time and provide high-quality study. Additionally, it allowed our organization to positively resolve issues and make informed and strategic choices.
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