--- title: Webex Contact Center Reviews meta_title: 'Webex Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 163 reviews by the users' company size, role or industry to find out how Webex Contact Center works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 163 scale: '5' date_modified: '2026-07-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Webex Contact Center Reviews **Vendor:** Cisco **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.4/5.0 **Total Reviews:** 163 ## About Webex Contact Center Webex Contact Center is a cloud-based contact center platform that enables businesses to connect customer experiences across all of the ways customers want to engage - proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice - whether that is voice, text, email, social messaging, or more, and ensures that agents have context and intelligence across the entire customer journey. ## Webex Contact Center Pros & Cons **What users like:** - Users appreciate the **comprehensive omni-channel support** of Webex Contact Center, enabling seamless customer interactions across multiple platforms. (19 reviews) - Users find Webex Contact Center's **ease of use** and intuitive interface enhance their overall management experience. (18 reviews) - Users appreciate the **excellent call quality and intuitive interface** of Webex Contact Center, enhancing overall communication efficiency. (11 reviews) - Users appreciate the **efficiency** of Webex Contact Center, benefiting from its seamless integration and intuitive interface. (9 reviews) - Users appreciate the **seamless omni-channel support** of Webex Contact Center, enhancing customer interactions across various platforms effortlessly. (9 reviews) - Users appreciate the **call recording and transcription features** , enhancing efficiency and supporting excellent agent performance. (8 reviews) - Users value the **comprehensive analytics** of Webex Contact Center, facilitating effective performance tracking and informed decision-making. (7 reviews) - Calling Features (7 reviews) - Users value the **seamless multi-channel support** of Webex Contact Center for enhancing customer interactions and experience. (7 reviews) - Interactions Management (7 reviews) **What users dislike:** - Users often face **integration issues** with Webex Contact Center, noting its limited customization and disjointed feature sets. (5 reviews) - Users express concern over the **limited customization** options for reports and dashboards in Webex Contact Center. (4 reviews) - Users experience **poor customer support** , facing challenges with timely assistance and complicated troubleshooting processes. (4 reviews) - Users experience **slow loading times** and delays, impacting workflow efficiency and report customization in Webex Contact Center. (4 reviews) - Users find Webex Contact Center's **complex features** challenging, impacting ease of use and agent efficiency. (3 reviews) - Users find the **lack of integrations** frustrating, as essential features feel disjointed and limit overall functionality. (3 reviews) - Users find that the **limited functionality** of Webex Contact Center hinders full adaptation to their specific needs. (3 reviews) - Users note the **missing features** in Webex Contact Center, particularly the lack of mobile support and complex reports. (3 reviews) - Process Complexity (3 reviews) - Slow Performance (3 reviews) ## Webex Contact Center Reviews ### 1. User-Friendly and Insightful, Yet Slightly Laggy **Rating:** 5.0/5.0 stars **Reviewed by:** Avijit S. | Associate technical support, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 2. WebRTC Agent Desktop Issues and Limited Team-Level Configuration Flexibility **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 3. Exceptional Service and Intuitive Interface for Small Businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Aloin M. | Managing Member, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2026 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 4. Reliable and Feature-Rich Contact Center with Room for Optimization **Rating:** 4.5/5.0 stars **Reviewed by:** K.C. S. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 5. Webex CC Review – Decent, But Missing Some Key Features **Rating:** 3.0/5.0 stars **Reviewed by:** Nivedraj P. | Senior Engineer Tech Support, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Webex Contact Center?** What I like best about Webex Contact Center is its comprehensive omni-channel support, which allows seamless customer interactions across voice, chat, email, SMS, and social media channels. This ensures that customers can connect through their preferred communication method without any disruption. Additionally, Webex CC's AI-driven intelligent routing stands out by efficiently directing customer inquiries to the most suitable agents based on their skills and availability, enhancing the overall customer experience. The platform also excels in supporting agents with advanced collaboration tools and provides integrated reporting and analytics to monitor performance and improve service quality. These features make Webex Contact Center a solid and reliable platform for managing customer interactions effectively. **What do you dislike about Webex Contact Center?** What I dislike about Webex Contact Center is that, compared to competitors like Genesys Cloud, it lacks some advanced features and flexibility that modern contact centers often require. The user interface can sometimes feel less intuitive, which may slow down agent onboarding and efficiency. Additionally, while it provides omni-channel support, some integrations and customization options appear more limited than those available on Genesys Cloud. Reporting and analytics, although comprehensive, may not be as granular or easily customizable as some users might prefer. These limitations could affect organizations looking for a highly adaptable and feature-rich contact center solution. **What problems is Webex Contact Center solving and how is that benefiting you?** Webex Contact Center is solving the problem of managing customer interactions efficiently across multiple communication channels, such as voice, chat, email, SMS, and social media. By providing a unified omni-channel platform, it ensures customers can reach support through their preferred method without disruption, leading to a smoother and more consistent customer experience. Its AI-driven intelligent routing solves the challenge of matching customer inquiries with the best available agent based on skills and availability, enhancing resolution speed and satisfaction. For me, these solutions benefit by streamlining customer support operations, improving agent efficiency through advanced collaboration tools, and enabling better performance monitoring with integrated reporting and analytics. This helps create a more reliable and effective contact center environment for both customers and agents, even though some higher-end features may be found in competitors like Genesys Cloud. Overall, Webex Contact Center addresses key contact center challenges of multi-channel management, intelligent routing, and operational insight. ### 6. Transcription Feature Saves Time and Boosts Contact Center Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Luigi V. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 7. Seamless Team Connectivity with Outstanding Call Quality **Rating:** 5.0/5.0 stars **Reviewed by:** Antoni C. | Sales Development Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2025 **What do you like best about Webex Contact Center?** I really appreciate that our whole team can access the app on their personal phones. This feature ensures we remain reachable, even when we're away from the office. Additionally, the call quality is consistently excellent, and the flexibility it provides without compromising professionalism is a significant benefit. **What do you dislike about Webex Contact Center?** As someone who is new to cloud-based telephony systems, I have found my experience to be surprisingly smooth. I have no complaints so far; their customer support is excellent and they respond to my inquiries right away. **What problems is Webex Contact Center solving and how is that benefiting you?** It helps us improve the organization's operational efficiency and reduce costs. Since we started using this tool, our agents understand the context of each interaction and have a contact history to ensure they never have to be repeated. ### 8. webex contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Anshu K. | Product specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2025 **What do you like best about Webex Contact Center?** webex is software where we van used to share remote access to troubleshoot .we can also transfer file from one pc to another and it is Highley secure due to we are using this tool in our organisation to transfer file and provode support from remote place. **What do you dislike about Webex Contact Center?** whole sharing screen on webex it is not showing full screen due to some time leads time to identify issue and read content. **What problems is Webex Contact Center solving and how is that benefiting you?** To transfer file from remote location to local location with security. Also we can access remote system and we can troubleshoot the issue.as we are support team where on everyday basis we can access to provide support then we can use webex to providing support . ### 9. Webex Contact Center makes it easy to manage and track customer conversations **Rating:** 4.5/5.0 stars **Reviewed by:** Jaska P. | Sales Development Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 10. Excellent Reporting and Easy Workflow Management **Rating:** 4.0/5.0 stars **Reviewed by:** Nevijo G. | Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 11. User-Friendly Platform with Excellent Customization and Standout Features **Rating:** 4.5/5.0 stars **Reviewed by:** Toivo N. | Director of Technical Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 12. Outstanding Analytics and Team Monitoring, Though Support Can Be Slow **Rating:** 4.5/5.0 stars **Reviewed by:** Rabindra K. | Network Security Administrator, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 13. Cisco Webex is amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Webex Contact Center?** I love the features of Webex, specifically the AI features. It can summarize your notes and recordings. There are also fun emoji reactions. The use of Webex is much easier than competitors like Zoom—and the interface is more fun. Easier to navigate when presenting and ease of co-presenting **What do you dislike about Webex Contact Center?** There’s nothing I dislike about this product. **What problems is Webex Contact Center solving and how is that benefiting you?** Connecting for meetings with customers, partners, co workers and it’s benefits are the ease of use to set up and conduct online meetings ### 14. Webex CC Review **Rating:** 4.0/5.0 stars **Reviewed by:** Josh R. | Director of Collaboration and Security, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center solving and how is that benefiting you?** We want to provide our clients with white-glove service in the most efficient manner possible. ### 15. WebEx contact center in a nutshell **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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 ### 16. I have been working with Cisco product for 10 years from the technical side. **Rating:** 5.0/5.0 stars **Reviewed by:** Marcin S. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2025 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** Poor availability of system logs. The need to use integration with external systems. **What problems is Webex Contact Center 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. ### 17. Empowering Remote Teams with AI Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Steve E. | Executive Director of Facilities Management, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 18. Customising Interactive Voice Response for Improved User Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Nicolas H. | Instructional Technology Coordinator, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** It might not have certain features specifically designed for educational support, like integration with learning management systems (LMS). **What problems is Webex Contact Center 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. ### 19. Webex Contact Center Simplifies Customer Interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Alyona S. | Customer Care Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** Occasional minor bugs can cause slight delays in call transfer, although these are generally resolved quickly by the customer support team. **What problems is Webex Contact Center 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. ### 20. Flexible Solution for Modern Contact Center. **Rating:** 5.0/5.0 stars **Reviewed by:** Manuel D. | Digital Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** One area that could be improved is the complexity of setting up certain automation workflows, which can be time-consuming. **What problems is Webex Contact Center 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. ### 21. Great Idea, OK Software, Bad Management **Rating:** 4.0/5.0 stars **Reviewed by:** lee R. | Helpdesk /IT Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about Webex Contact Center?** I Like how powerful it is. basically if it fits your needs it will do you well. but that can also be its undoing. Having this rolled out to around 800 users it is rae that there is issues with the software or the capabilities. Ease of use for our end users has not been an issue the novices up to the pros can do their daily tasks without needing help and very little training from an IT point of view given the frequent use (5000+ calls a day) we have ran into very few issues that wernt to do with integration or implimentation. **What do you dislike about Webex Contact Center?** You basically need to work how cisco wants you to work. if you need to make canges then you will need to hire expberts and have a lot of dealings with cisco support. this is deffinatly not software i would reccoment to small and medium business this is for workplaceas with 500 plus users. Integration or implimentation are difficault tasks that unless you are an expbert you will need external support. Cisco when working on features have been slow to get back to us and give us accurate timelines. we love the reps we work with this is more a comment on the company as a whole rater than any indervidual **What problems is Webex Contact Center solving and how is that benefiting you?** It works well as a phone system. the reporting is a little to be desired. ### 22. Powerful Tool for Managing Customer Communications **Rating:** 4.5/5.0 stars **Reviewed by:** Kostia H. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2024 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** The initial configuration for advanced routing rules can be a bit complex and requires some technical knowledge. **What problems is Webex Contact Center 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. ### 23. Create a quality connection with your customers to know their opinions. **Rating:** 4.5/5.0 stars **Reviewed by:** Ibrahim Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Webex Contact Center?** Simple configuration as all Webex tools, the voice quality is indisputable and connectivity is very complete, very little interference when contact is made, you can group a group of customers and serve them, it is a very neat program integrates very well with other Cisco services. It is customizable to the point of ordering the entire flow of incoming calls. **What do you dislike about Webex Contact Center?** We could have more access to integrations with other CRM services, the call statistics reports are very poor, the interface is a bit outdated, I hope they work more on the details. **What problems is Webex Contact Center solving and how is that benefiting you?** It is used for guided calls to our customers and between IT groups, it is also a good option for remote assistance, at all times we can track the calls that are made and work on better customer service. It is a multichannel system that meets everything we need in our organization. ### 24. Cisco Webex Contact Center **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Webex Contact Center?** Cisco used the experience from a industry standard enterprise solution and created a cloud platform for contact centers that is both scalable and cutting edge. They have a clear roadmap but take oppertunity to (quickly) add functionality where required. **What do you dislike about Webex Contact Center?** At the time of writing Cisco have yet to fully integrate the multimedia platform into the main solution which can be cumbersome. However they have already stated that this will be addressed in future release. **What problems is Webex Contact Center solving and how is that benefiting you?** Cisco is adding new features to the solution on a weekly bases which allows customers to make use of the latest technology. Their goal is to make all configurational aspects available from a single interface which is crucial for customers that want to work from a self-service aspect. ### 25. Webex Contact Center has helped us in keeping our conversations with parents organized **Rating:** 4.5/5.0 stars **Reviewed by:** Syed Saad M. | Mathematics Teacher, Software Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Webex Contact Center?** The most beneficial feature of Webex Contact Center is the ability to transfer calls from customers (parents in our case) to higher ups or agents. All of the major customer communication routes i.e. calls, chats and email are accessible from a single platform. Another feature that I liked is the movable and customizable widgets that we can use to respond to parents. We can easily send them a location or embed a website into a widget to provide information directly from the website. Lastly, the shortcut keys for taking actions like switching states or switching between emails and calls is very helpful and has saved us a lot of time. The implementation and integration of Webex Contact Center with the already existing systems in our educational institution was very simple. Webex Contact Center is used by our customer support agents several times a day and the customer support team of Webex Contact Center was online 24x7 for solving issues we faced. Overall, my experience with Webex Contact Center since the implementation was amazing and it played a major role for us in getting leads and admissions from prospective parents. **What do you dislike about Webex Contact Center?** Webex Contact Center is a bit pricey but the ROI it provides (i.e. new admissions) makes it worthwhile. **What problems is Webex Contact Center solving and how is that benefiting you?** We started using Webex Contact Center back in 2020 when all the educational institutions were closed due to the pandemic. We were looking for an effective, easy to use software that can help us manage all current and prospective parent interactions be it in chat or call professionally which would lead to more admissions in our educational institution. Webex Contact Center helped us in managing all parent communications from a single software saving us a lot of time and effort of switching tabs and devices. Its simple and intuitive user interface also allowed our support team to work from home without the need of a technology professional. Webex Contact Center got us many leads and admissions which benefitted us financially. Overall, Webex Contact Center gave us a very good ROI by helping us in providing professional support to the parents answering their queries and hence increasing admissions and revenue. ### 26. An excellent all in one solution **Rating:** 4.5/5.0 stars **Reviewed by:** Greg H. | Business Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2024 **What do you like best about Webex Contact Center?** It's a single unified system with all of the features required to get your contact centre up and run. **What do you dislike about Webex Contact Center?** It's a complete re-architecture from the ground up comapred to our previous solutions so we had to spend time to learn the most effective ways to use this new technolofy. **What problems is Webex Contact Center solving and how is that benefiting you?** 1) Connecting our customers wtih the best possible agents available at that time 2) Ensuring all of our calls are fully compliant 3)Giving our customer a choice of different ways to communicate wtih us ### 27. All in one super experience **Rating:** 5.0/5.0 stars **Reviewed by:** Chandrakant K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2024 **What do you like best about Webex Contact Center?** Very easy to use, no need of costly infrastructer, Single pane of glass, All features we can use on a single page. easy licenses module, you pay what you use, easy integration with thirrd party applications and very secure infrastructure. **What do you dislike about Webex Contact Center?** Cisco ordering process seems very complex. **What problems is Webex Contact Center solving and how is that benefiting you?** We don't need to use so many aaplication separately, due Webex Contact Center on single page we are geeting all the appications. Easy to use. Simple licensing model Secure Iinfra Paying what we use. ### 28. Ability to launch and implement chat solution **Rating:** 5.0/5.0 stars **Reviewed by:** Seymour H. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Webex Contact Center?** I like the functionality and ability to control everything ourselves. It is also a great platform when you need to organize virtual meetings. The user interface is simple, clear and easy to navigate. The learning curve is very easy and anyone can get used to it and it works well. **What do you dislike about Webex Contact Center?** For many basic questions, the site has helped us; However, in some cases where the request are not so original, it is helpeful to have a person there. Also the sound of incoming calls is too quiet for me. **What problems is Webex Contact Center solving and how is that benefiting you?** It is easy to use and you can access it through the app on online. It also offers me accuracy and relevance of the answers with respect to the question being asked. The Bot helps encourage users to self-service. Additionally, self-service options have been added for our customers with an easy-to-use interface. ### 29. The ability to create dashboards, edit them, and most of all, the system is easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Aurelio M. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2024 **What do you like best about Webex Contact Center?** The ability to arrange my calls appropriately. I also like the fact that Webex Contact Center is easy to use and to the point. And it allows me to speak and help my clients efficiently. What I like most is how easy it is to use, plus it's great to follow up and call back a customer in an easy way. **What do you dislike about Webex Contact Center?** It may take 2 attempts to log in and the double hang up button is a bit annoying. It also has some problems logging out when my computer is locked when I'm away from my desk. **What problems is Webex Contact Center solving and how is that benefiting you?** Very useful to allow the entire team to see statistics in real time. And it has a smooth operating system. It also easily provides information that makes our call center thrive. The setup is really consistent and easy to use. This is a great tool for managing campaigns and outbound data. ### 30. It is the best system we could find **Rating:** 5.0/5.0 stars **Reviewed by:** Felipe M. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Webex Contact Center?** I love that it has provided a great return on investment for our clients. It it also a robust system that allows you to delve into many of its functions to obtain details that were not available before. I also consider that the cloud architecture is a differential, and also its friendly interface for agents. **What do you dislike about Webex Contact Center?** Webex Contact Center has integration Complexity. However, it's confusing how you have to indicate the time of day you worked. And I think the product is still maturing in terms of stability. **What problems is Webex Contact Center solving and how is that benefiting you?** It is a fully managed solution and plataform. It also allows the ability to scale a call center and we were able to have offices in remote locations. The administrative tools are easy to use and powerful. It is the best app for instant team conversations and chats, benefiting you in many ways. ### 31. I like the calls to come directly **Rating:** 4.5/5.0 stars **Reviewed by:** Melvin V. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2024 **What do you like best about Webex Contact Center?** I love how convenient it is to use and it doesn't take long to get used to. You also only have to be connected to the Internet to use it, no other systems are needed. And we can track the number of calls and provide provisions to know what they are for. **What do you dislike about Webex Contact Center?** It is always necessary to clear the browser cahce if it is not working properly. And I find the icons at the bottom to be a little small. In general it is good. But they need to improve overall performance. **What problems is Webex Contact Center solving and how is that benefiting you?** Easy to track and maintain call logs as well as additional information. We also solve the poor quality of call service using Webex Contact Center. And the best part is that it allows me to easily clock in, take breaks, and check out during all the necessary time of the day that I need. ### 32. Intuitive and powerful system **Rating:** 5.0/5.0 stars **Reviewed by:** Daniela P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2024 **What do you like best about Webex Contact Center?** I like that it is a tool with a very simple and easy-to-understand interface, so it does not require too much training. I love that the desktop version has a ton of super useful and easy-to-use built-in features. I like that it integrates very easily with other applications and with email. **What do you dislike about Webex Contact Center?** It has a somewhat high price to consider, since it is not as accessible for small businesses. Sometimes the application crashes and needs to be restarted. It would be great to have more integrated reports. **What problems is Webex Contact Center solving and how is that benefiting you?** It is a very beneficial tool, especially for those who work from home, as it makes their work much easier. The Voicemail Transfer with Notes feature helps route the call to the right person and lets them know what the message is about. ### 33. Easy access log in to start calling **Rating:** 4.5/5.0 stars **Reviewed by:** Allen G. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 09, 2024 **What do you like best about Webex Contact Center?** Reliable system that provides all the necessary data. It is easy to interect with different skill levels, both for incoming and outgoing dialing. The advantage is that it is easy to move from one contact to another. I like everything to be in one place. **What do you dislike about Webex Contact Center?** Webex Contact Center doesn't have many problems, it really depends on the stability of the Internet connection. But I don't like that sometimes you can experience one or two errors when logging in, but other than that it works very well. **What problems is Webex Contact Center solving and how is that benefiting you?** It is very easy to navigate and I feel that the request is approved in a timely manner. It also helps me Solve clients' everyday Internet, television and telephone problems. I also consider that the Webex Contact Center system it is very robust and can be designed for its entire contact flow structure. ### 34. Enhanced your customer support with webex contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Supriya C. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2024 **What do you like best about Webex Contact Center?** I likes its user interface and smoother deployment in any scale of organisation. Features such as automated call distribution and scheduling are incredible to grow your CRM and customer satisfaction. Webex contact center maintains the contact information of historic customers, current customers to help the client to prioritise and customise the services. Dashboard is very interactive and it gives then details of agents. Security features are also good. **What do you dislike about Webex Contact Center?** More advanced API integration needed to serve the CRM system well. Overall good platform till date, No such major issue encountered. **What problems is Webex Contact Center solving and how is that benefiting you?** Previously, Keeping call schedules and contact records is a hectic task to maintain your customers and server them better. But by using Webex contact center, The customer reach and gathering drastically increased. As a senior software engineer, we had used this platform to maintain and build our CRM system for the client's business. Issues and tickets were well addressed and customised solutions were offered to the customers. Now we can contact historic customers with well targeted content to enhanced business engagement with webex contact center. Best platform for CRM and communication. Our customers retention rate increased by 105% by using webex contact center which automatically deploys calls to generate leads using auto dialer. ### 35. Webex Contact center - “Best tool to enhance organisational CRM” **Rating:** 4.5/5.0 stars **Reviewed by:** Shubhangi C. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2024 **What do you like best about Webex Contact Center?** This platform is well integrated and collectively sync user data, customer interactions. I liked its flexibility and wide range of customisation to the customers. From small scale to large scale organisation, webex contact center provides a enhanced contact center. It's integration with the CRM system is remarkable as it enables us to better serve to the customers. User interface is so interactive. Call flow customisation is good. **What do you dislike about Webex Contact Center?** API and Agent statstics need to be improved. CRM integration is good but more enhanced data mapping, call records would be benificial. **What problems is Webex Contact Center solving and how is that benefiting you?** As a software engineer, I'm working on a huge database and customer services for the products from our clients from all over the world to serve them better in CRM domain. Customer service and satisfaction is our paramount importance. Webex contact center helped us to get connected with the past customers to communicate effectively. Based on historic data, we are able to serve personalised services and tackle the client issues. By using webex contact center, The overall customer engagement and client satisfaction increased drastically. Service quality and ticketing time also optimised. Highly recommend. ### 36. Having everything in one system is great **Rating:** 5.0/5.0 stars **Reviewed by:** Dayane L. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2024 **What do you like best about Webex Contact Center?** I like its ability to have everything to use in one system. I also like that it is portable wherever there is a stable/protected Internet connection. It also makes it easier to reduce unnecessary business trips by providing reliable, high-quality calls. **What do you dislike about Webex Contact Center?** We purchase an annual subscription and must take care of it very year. And sometimes it crashes Windows devices which is very disappointing. Plus there are so many feature that it takes time to understand everything it can do. **What problems is Webex Contact Center solving and how is that benefiting you?** The integration process with the browser is of great help to manage the system. Also, I dind't spend a lot of money to buy a high configuration machine. Provides fast, accurate experiences for members and reps. Webex Contact Center is a robust and easy-to-use web-based platform. ### 37. I like the knowledge he provides and his reliability **Rating:** 5.0/5.0 stars **Reviewed by:** Ogier C. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2024 **What do you like best about Webex Contact Center?** I found the layout of the dashboard to be easy to read and easy to access for our remote agent, and one of the most useful features I found in Webex Contact Center is being able to report call disconnection issues in real time. **What do you dislike about Webex Contact Center?** Sometimes the service is delayed or frozen and does not update in real time, it updates avery 5 seconds. And when the tools get stuck, I have to log out and log in several times a day, but it's not that annoying, I would like this to be resolved. **What problems is Webex Contact Center solving and how is that benefiting you?** Business performance has increased after adopting Webex Contact Center. It is reliable and easy to access for our employees without any problems. Additionally, what benefits us from the system is that we can search for a department number with the same program without searching for a folder. ### 38. The simple and easy-to-use user interface makes navigation easy **Rating:** 5.0/5.0 stars **Reviewed by:** Rasmus B. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Webex Contact Center?** I love that it provides customization feature to tailor the platform to your specific business needs. It is also very easy and simple, you can read graphs about your statistics. And transferring to a specific person is a nice feature. **What do you dislike about Webex Contact Center?** I believe that there are some areas where functionality is limited. Other than this, there's nothing in particular I don't like, but I wish there was more information about the call itself and other options. **What problems is Webex Contact Center solving and how is that benefiting you?** With Webex Contact Center I can suspend a meeting or wait for breaks when I know if there is someone to conver my absence, and I can also check the history tab to see and verify the numbers I called. Plus, the easy-to-read tabs on the page are quick to find and easier to access. ### 39. It is simplistic and very easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Heron T. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 30, 2024 **What do you like best about Webex Contact Center?** I find it to be very easy to use and configure, the quality is always very high. I have not seen another application that can provide the same service with the same ease of use. How easy it is to access, how efficient. The max agent is one of the featues I appreciate. **What do you dislike about Webex Contact Center?** There are many features available, which aliminates any of the negative aspects you may encounter. It's just that sometimes when the Internet is slow, calls get blocked. **What problems is Webex Contact Center solving and how is that benefiting you?** Easy start-up allows you to make any sudden call. and the interface seems very easy to use. In addition, the call analysis, reports and screen recording are incredible. And the best part is that I make it easy for users to navigate the dashboard and provide them with an AI-centric customer service center. ### 40. A one-stop shop for customer service and interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Kristina A. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Webex Contact Center?** Our response speed is improved with Webex significantly. We implemented Webex Contact Center with a focus on security to strengthen our customer service infrastructure. Our platform is used by all of our important customer service departments and meets all of our security and compliance requirements. **What do you dislike about Webex Contact Center?** Integration Issues To ensure a smooth launch, we had to dedicate additional time and resources to resolve the challenges of integrating the platform with some of our current systems. It would be great if the platform had more outbound functionality, especially for proactive customer engagement, because it handles inbound interactions very well. **What problems is Webex Contact Center solving and how is that benefiting you?** Webex Contact Center has substantially improved the security of our customer service in several aspects, which is a clear indication of our return on investment. Its robust security features make it an ideal choice for industries that have strict compliance requirements. ### 41. This is a very easy system to learn **Rating:** 5.0/5.0 stars **Reviewed by:** John C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2024 **What do you like best about Webex Contact Center?** I like being able to call someone directly from my computer, instead of my cell phone. That's an attractive quality. It's easier to call people within my organization, so internal communication is better. And it has a good user interface when working, easy to use also when working. **What do you dislike about Webex Contact Center?** A proper fulfillment tracking function is necessary, and I find that if could communicate with our other system, order entry would be much more efficient. **What problems is Webex Contact Center solving and how is that benefiting you?** The ability to communicate with the client and have all their information available is extremely useful! And it's easy to makes calls to certain groups of the team in a free-for-all style. They best thing about this is the quick answers and easy hotkeys to find the quick answers saved in the database. ### 42. Unleashing the Power of Webex Contact Center for Organisations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2024 **What do you like best about Webex Contact Center?** -> AI-powered voice assistant -> Advanced predictive analytics -> Smooth integration -> Great customer support **What do you dislike about Webex Contact Center?** -> limited customisation -> occasional latency issues **What problems is Webex Contact Center 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. ### 43. Scalable platform with many channels available **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos U. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Webex Contact Center?** It is a tool available on multiple platforms, so it is easy to access. It also offers me flexibility, scalability, easy to implement, use and maintain. I believe that Artificial Intelligence does the job required and is easy to configure. **What do you dislike about Webex Contact Center?** The only problems is that sometimes the phone system just disconnects you in the middle of a call or cuts out. And I think that the search function in the Administrator section needs a lot of help. **What problems is Webex Contact Center solving and how is that benefiting you?** There are many options to interact with customers using voice, SMS, mms chatbots, email, etc. And I love the way I can easily access and review my team's calls. It has helped our company respond efficiently to our customer calls. ### 44. It has an easy-to-use interface and requires no coding experience **Rating:** 4.5/5.0 stars **Reviewed by:** Daiane D. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2024 **What do you like best about Webex Contact Center?** I am using this tool to call and send SMS to my clients who are located all over the world. Webex Contac Center is an economical and very easy tool to use and communicate with our clients. And once we leave the voice message, they respond and send SMS, it is a very useful tool. **What do you dislike about Webex Contact Center?** There is no displeasure in Webex Contact Center, since it is easy to use and for calling it is very useful. They have also improved it with the latest restructuring of the panel they have carried out. **What problems is Webex Contact Center solving and how is that benefiting you?** Webex Contact Center gives me ease of implementation, call quality and the good customer service they have. We perform all our pre-sales and after-sales services through this tool. Webex Contact Center is cloud-based, so it's fairly easy to deploy. ### 45. We have solved many of our data visibility issues **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander V. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Webex Contact Center?** Ease of access and simple enough for everyone to understand, even older people. In my work, it helps me a lot to contact my clients and achieve my goals. I have all the capabilities I need to make a consistent professional call with my clients. **What do you dislike about Webex Contact Center?** I believe there is nothing about this product that I can say needs improvement. But I don't particularly like the sound turning off randomly; Even after fixing the problem, sometimes I still have problems. **What problems is Webex Contact Center solving and how is that benefiting you?** The sound quality is always good and the troubleshooting tips seem to work, the whole system generally works much better than it normally does when I use another tool. The audio is usually very good and doesn't even require you to use headphones or microphone to take calls. ### 46. We can obtain, update and create any data **Rating:** 5.0/5.0 stars **Reviewed by:** Paula C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2024 **What do you like best about Webex Contact Center?** The automation of forecasts and schedules has been excellent. Plus the platform is very easy to use and has a lot of features that made our transition easy. It has great features along with great functionality. We can also receive suggestions based on conversation with customers. **What do you dislike about Webex Contact Center?** I think it is a perfect solution for those who work in a product company and stand behind their products. However, call quality is not good with low-bandwidth Internet connections. **What problems is Webex Contact Center solving and how is that benefiting you?** Provides real-time collaboration feature with other team members. Its scalability allows businesses to easily add or remove users and roles as their needs change. Helped organize events throug business call and make them more interactive. ### 47. the perfect solution to optimize your communications **Rating:** 4.5/5.0 stars **Reviewed by:** Patricia B. | IT Reporting & Analytics , Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ### 48. This software is easy to learn and navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Leo C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2024 **What do you like best about Webex Contact Center?** This software is easy to learn and navigate, and the ability to customize many features means it's a pretty solid system. Additionally, I have been able to more fully support my client and his associates by integrating into daily operations through Webex Contact Center. **What do you dislike about Webex Contact Center?** Occasionally, the user will need to log out and log back in to resolve this. It's not a big deal, but it can be annoying. Also, it takes a long time to get used to the system. **What problems is Webex Contact Center solving and how is that benefiting you?** Webex Contact Center really helps make it easier to see what is happening and what needs to happen. The amount of information we obtain about the activity of each person in our group is exceptional. ### 49. I can help my clients solve all their problems and address all their needs **Rating:** 4.5/5.0 stars **Reviewed by:** Patrick P. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2024 **What do you like best about Webex Contact Center?** It's very easy to use and support responds quickly. And I like how easy the system is for those just starting a new career after Covid-19. It also provides me with many pre-designed reports. And what I like the most is how quickly it works and responds. **What do you dislike about Webex Contact Center?** I believe all tools and features are effective in transforming our support platform into self-service support. Since it has proven that all the tools and features provided by Webex Contact Center are useful and manufactured with the highest quality. **What problems is Webex Contact Center solving and how is that benefiting you?** Webex Contact Center provides me with quick and easy operational navigation with the modern design dashboard, The intelligent self-service platform allows the customer to self-diagnose the problem and resolve it quickly. ### 50. Transforming my digital marketing administration with Webex Contact Center **Rating:** 4.5/5.0 stars **Reviewed by:** Patricia B. | Digital Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2023 **What do you like best about Webex Contact Center?** 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 Webex Contact Center?** 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 Webex Contact Center 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. ## Webex Contact Center Discussions - [What improvements would you recommend for Webex Contact Center to better meet your customer service needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-webex-contact-center-to-better-meet-your-customer-service-needs) - 1 comment - [What is Webex contact Centre?](https://www.g2.com/discussions/what-is-webex-contact-centre) - 1 comment - [View Webex Contact Center pricing details and edition comparison](https://www.g2.com/products/webex-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-07+21%3A39%3A05+-0500&secure%5Bsession_id%5D=547e8caa-47ff-48bd-9eda-3875df6fe389&secure%5Btoken%5D=8ac2b4ada9f79f769f87e314837eabfd93f0166a6295b8e8d4efb9e599b49be9&format=llm_user) ## Webex Contact Center Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Webex Connect](https://www.g2.com/products/webex-connect/reviews) ## Webex Contact Center Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Webex Contact Center Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,463 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (597 reviews)