--- title: Webex Contact Center Reviews meta_title: 'Webex Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 165 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: 165 scale: '5' date_modified: '2026-08-07' 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:** 165 ## 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 for seamless customer interactions across various platforms. (19 reviews) - Users praise the **ease of use** of Webex Contact Center, highlighting its intuitive interface and seamless management. (18 reviews) - Users praise the **excellent call quality** and features, making daily tasks efficient and manageable. (11 reviews) - Users value the **efficiency** of Webex Contact Center, enjoying streamlined customer service and intuitive management features. (9 reviews) - Users appreciate the **seamless omni-channel integration** of Webex Contact Center, enhancing customer service and interaction efficiency. (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 experience **integration issues** with Webex Contact Center, finding it disjointed and lacking seamless feature connectivity. (5 reviews) - Users experience **limited customization** in Webex Contact Center, impacting adaptability to specific business needs and workflows. (4 reviews) - Users often experience **poor customer support** , leading to delays and inconveniences in resolving issues promptly. (4 reviews) - Users experience **slow loading times** and sluggish performance during high call volumes, affecting overall workflow efficiency. (4 reviews) - Users find the **complex features** of Webex Contact Center challenging, making onboarding and customizations more difficult. (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. WXCC CC **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about Webex Contact Center?** Other than saying it's a cloud solution it doens't stack up against other cloud contact centers or CCX and CCE **What do you dislike about Webex Contact Center?** Analyzer is difficult to use, not intuitive, and there are many report discrepancies. No WebRTC client for the agent. the overall administration UI is not friendly and no supervisor desktop is a necessity. **What problems is Webex Contact Center solving and how is that benefiting you?** Not many except being a cloud solution ### 2. Excellent service, my experience was awesome! It’s very easy to use to connect with my teammates **Rating:** 5.0/5.0 stars **Reviewed by:** Mario B. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2021 **What do you like best about Webex Contact Center?** Fast and easy to connect with my teammates for a quick meeting and I can share my screen also and recordings **What do you dislike about Webex Contact Center?** There is nothing that I dislike anything so far **Recommendations to others considering Webex Contact Center:** It's very consistent, easy to use, and fast in response to functions, no one has to be tech savvy to use it. **What problems is Webex Contact Center solving and how is that benefiting you?** It's very consistent, it's not difficult to use, I'm able to even share screen and recordings, the problems it helps with its very easy to use to most when are tech savvy won't have a issue using it so it's good to recommend to others as such ### 3. Webex to simplify the life **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2021 **What do you like best about Webex Contact Center?** Improves sales revenue,Maintain customer retention. **What do you dislike about Webex Contact Center?** Takes something longer time to deliver results. Can be more user friendly **What problems is Webex Contact Center solving and how is that benefiting you?** It's helps me to maintain close relationships with my customers, which have help me to retain customers having interest in my business ### 4. Cisco contact Centre **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2021 **What do you like best about Webex Contact Center?** It is unified application with less installation and maintenance. It helps customer to have a best solution for their business in ease. **What do you dislike about Webex Contact Center?** Nothing much to dislike in the product. We have all know the quality of Cisco and it always out stands the others. **What problems is Webex Contact Center solving and how is that benefiting you?** Nothing in person really. ### 5. Excellent service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Webex Contact Center?** I like when they solve all my problems and doubts **What do you dislike about Webex Contact Center?** Nothing, everything is good and nice and friendly **Recommendations to others considering Webex Contact Center:** Nothing all good **What problems is Webex Contact Center solving and how is that benefiting you?** I had doubts about some transactions in the system and they clear all my dou ### 6. Very good **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2021 **What do you like best about Webex Contact Center?** Everything I really loved the customer service **What do you dislike about Webex Contact Center?** Nothing really, I loved everything there **What problems is Webex Contact Center solving and how is that benefiting you?** I cleared my doubts ### 7. Easy to use - Extremely fast, Works with Mobile Devices - Allow remote acess for IT suppor **Rating:** 4.5/5.0 stars **Reviewed by:** Andre L. | Tutor Presencial e EAD, Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2019 **What do you like best about Webex Contact Center?** Fast support for employees or customers, Allows Chat and live videoconference, Allows you to record sessions: Meetings, Chat and Support. No need to install anything, just a browser plugin. Works Fine with mobile devices **What do you dislike about Webex Contact Center?** After sharing screen for a long time or when taking over other users' screen, there are some lags If you are using headset then the audio quality is perfect; but if you are using only computer to connect, the sound stay low. **Recommendations to others considering Webex Contact Center:** Great quality product, very fast, safe and easy to use **What problems is Webex Contact Center solving and how is that benefiting you?** It facilitated the technical support of the IT team and mainly facilitated the scheduling of the meetings between the employees and Customers ### 8. Omnicanal Contact Center **Rating:** 4.5/5.0 stars **Reviewed by:** Valeria L. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2019 **What do you like best about Webex Contact Center?** The cisco contact center is really very simple to use for agents. The agent application to be web, can be opened on any PC without installing software. In addition, the historical and real time reports, without fabulous since they help to make instant decisions based on the occupation of the queues of attention. It also allows having multiple contact channels for clients, such as chat, email, facebook, in addition to traditional incoming and outgoing voice channels. **What do you dislike about Webex Contact Center?** It would be ideal that at some point support as incoming and outgoing to WhatsApp **Recommendations to others considering Webex Contact Center:** If you are in need of an omnichannel call center, have the Cisco unified contact center in mind, because it meets the requirements of most contact centers very well. **What problems is Webex Contact Center solving and how is that benefiting you?** We were able to solve the problem of having different agents attending through different communication channels. With this platform we were able to unify everything. ### 9. Contact Center for incoming and outgoing calls **Rating:** 5.0/5.0 stars **Reviewed by:** Omar C. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 20, 2019 **What do you like best about Webex Contact Center?** I like the amount of features that this solution brings. You can configure all the Reason Codes that are needed either by Not Ready or by Logout. In addition, we have the option to attend incoming and outgoing calls and agents can have different skills for different queues of attention. **What do you dislike about Webex Contact Center?** As a point of improvement we can say that it lacks the possibility of handling SMS messages. **Recommendations to others considering Webex Contact Center:** If you need a robust, reliable and simple contact center solution to configure and manage, then this solution is the one you are looking for. **What problems is Webex Contact Center solving and how is that benefiting you?** The attention to the clients is fundamental and you have a good solution of contact center, helps to improve that attention. That's what we achieved with the Cisco Unified Contact Center. In addition, we were able to create marketing campaigns, informing promosiones to our clients. ### 10. Always there when you need it **Rating:** 4.5/5.0 stars **Reviewed by:** Trevor P. | VP of Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2019 **What do you like best about Webex Contact Center?** The Support provided by Cisco Webex has been fantastic for the last two companies I have worked for. Any time there was a system issue, they have been able to work with us remotely to provide immediate solutions and fixes. **What do you dislike about Webex Contact Center?** As a direct user, there was nothing that I could complain about the services they provided us. If I had to pick something is that some of the fixes/solutions provided were things that we were not able to do ourselves if the problem arose again so we had to then call the support back. **Recommendations to others considering Webex Contact Center:** It would be great if there was a way for the support to log directly into our systems when larger issues arise but we haven't had to go through that other than one instance. **What problems is Webex Contact Center solving and how is that benefiting you?** We are solving any technical bugs, connection errors and set up issues. Benefits have allowed our IT team to focus on other problems and projects. ### 11. Cisco Contact Center very easy and intuitive **Rating:** 4.5/5.0 stars **Reviewed by:** Celeste R. | Comex, Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2019 **What do you like best about Webex Contact Center?** The Cisco Contact Center solution is very simple to use, both for incoming calls and for outgoing calls. It allows having work time after each call and managing the causes of Not Ready and Logout. **What do you dislike about Webex Contact Center?** If for some reason you could not answer a call quickly, the system puts you in Not Ready. **Recommendations to others considering Webex Contact Center:** I recommend the use of Cisco Contact Center in order to improve the service provided to users or customers who access via call or other communication channels. **What problems is Webex Contact Center solving and how is that benefiting you?** Implementing the Cisco Contact Center solution, allowed us to control the support help desk and improve the service provided to users. ### 12. Easy-to-use contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Raul I. | Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2019 **What do you like best about Webex Contact Center?** The best thing about this contact center is the ease of use for agents. It is very intuitive and has many realtime reports that facilitate decision making for supervisors. **What do you dislike about Webex Contact Center?** That does not have the possibility of the channel of attention via whatsapp. Something that is very requested by customers. **Recommendations to others considering Webex Contact Center:** If you need an easy-to-use contact center for agents and supervisors, this is the right one. **What problems is Webex Contact Center solving and how is that benefiting you?** We greatly improve the attention to our customers. We were able to incorporate more channels of attention and many more important reports. ### 13. Customer Servive **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2019 **What do you like best about Webex Contact Center?** It lets me connect with my manager and other teammates. It allows me to share my screen and a whiteboard to show examples. **What do you dislike about Webex Contact Center?** It crashes easily.and it is hard to get back on once you are booted off. **Recommendations to others considering Webex Contact Center:** I would like to be a beta tester for new products. **What problems is Webex Contact Center solving and how is that benefiting you?** Being able to reach out to multiple people at the same time and it's convenient. ### 14. 1 click app. **Rating:** 5.0/5.0 stars **Reviewed by:** Harish S. | SME / Trainer - Enterprise Asset / Facilities Mgt, & Industrial Materials, Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2019 **What do you like best about Webex Contact Center?** Mobile app is really good. options to call in, call via phone, call back are awesome and easy. **What do you dislike about Webex Contact Center?** nothing as such. all features are inclusive. But can reduce the participant box size can be reduced to fit better screen spce **What problems is Webex Contact Center solving and how is that benefiting you?** office meetings without having to travel ### 15. Cisco review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Individual & Family Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2019 **What do you like best about Webex Contact Center?** It helps me connect w professionals all over the US. **What do you dislike about Webex Contact Center?** Sometimes it is hard to upload videos or get them to play. **What problems is Webex Contact Center solving and how is that benefiting you?** It helps us conduct peer review sessions and connect w others. ### 16. Cisco Unified, communications with higher quality **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2019 **What do you like best about Webex Contact Center?** It is a telephone communication application designed to provide the performance and efficiency needed by telecommunications companies. Innovative design and cost efficiency increase productivity **What do you dislike about Webex Contact Center?** The configuration manuals are not updated along with the new versions of the application **What problems is Webex Contact Center solving and how is that benefiting you?** Thanks to Cisco Unified the efforts of the company's Contact Center have been promoted, facilitating communication between employees and their customers, creating a positive experience ### 17. Easy to Use for Some **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Webex Contact Center?** Cisco WebEx Support is a great way to view what the customer sees when we are trying to troubleshoot their messages. **What do you dislike about Webex Contact Center?** For some less technology savvy customers, getting to the point of the screen share support session is a bigger task than what they are calling for help with. **What problems is Webex Contact Center solving and how is that benefiting you?** WebEx has allowed agents to view steps taken to an error to pinpoint root cause must easier than screenshots and assumptions. ### 18. Cisco Customer Care is pretty good but can be better. **Rating:** 4.0/5.0 stars **Reviewed by:** Roger M. | Sole Proprietor, Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2018 **What do you like best about Webex Contact Center?** Most issues can be resolved in a reasonable amount of time. A few things do require for them to escalate internally but then once we get the advanced team working on it, the issue is resolved. **What do you dislike about Webex Contact Center?** Sometimes it takes a while for the initial rep to wrap their head around our particular issues. Since we run an enterprise environment, they may need a day or two to review logs and consult internally. **Recommendations to others considering Webex Contact Center:** Make sure that your Cisco SE (Sales Engineer) has a good grasp of your environment and is familiar with the direction your company is looking to head. **What problems is Webex Contact Center solving and how is that benefiting you?** Maintaining service levels for our customers and minimizing down time due to hardware/software failures or misconfigurations. ### 19. Prompt service and good ad ons **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley A. | IT Technical Associate - Database Developer, Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Webex Contact Center?** We use a lot of Cisco products and primarily Webex is something that we do on a regular basis. There have been days where we had issues connecting with VoIP. The customer care is friendly and helped us resolve the issue. **What do you dislike about Webex Contact Center?** It takes some steps to connect to the appropriate representative. **What problems is Webex Contact Center solving and how is that benefiting you?** We use phones, Webex and other networking products from Cisco. We have to connect to the customer care for issues. ### 20. Web x review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2019 **What do you like best about Webex Contact Center?** Most beautiful things is that it is a package for multiparty conferencing, sharing screen **What do you dislike about Webex Contact Center?** It doesn't work properly with 2g 3g speed, voice is distorted **Recommendations to others considering Webex Contact Center:** Highly recommended for enterprise owners and small business **What problems is Webex Contact Center solving and how is that benefiting you?** Time to time online support for any query ### 21. Cisco service **Rating:** 4.0/5.0 stars **Reviewed by:** Lisa T. | Manager Voice Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Webex Contact Center?** Their immediate call back and care to detail. They support our company well and always ensure a timely resolution to any issues. **What do you dislike about Webex Contact Center?** there is nothing to mention for dislikes **What problems is Webex Contact Center solving and how is that benefiting you?** skype/headset issues ### 22. Pretty good system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2019 **What do you like best about Webex Contact Center?** I like that I can see how many calls I have in que and who is taking calls. I like that I can also throw people into ready. **What do you dislike about Webex Contact Center?** It times out and gets errors quite often, but when it works it's great **Recommendations to others considering Webex Contact Center:** it's a great system. **What problems is Webex Contact Center solving and how is that benefiting you?** Taking calls for a warranty support call center. It is beneficial to keep track of call volume. ### 23. Good experience **Rating:** 3.5/5.0 stars **Reviewed by:** Michael A. | VoIP Eng., Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Webex Contact Center?** Tech are always helpful and will follow up with an email before closing the ticket. **What do you dislike about Webex Contact Center?** I don't not dislike anything about Cisco C/S Care **What problems is Webex Contact Center solving and how is that benefiting you?** N/A ### 24. Cisco customer care **Rating:** 4.0/5.0 stars **Reviewed by:** Hicham E. | Cisco customer , Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Webex Contact Center?** I like the product ease of use and interface **What do you dislike about Webex Contact Center?** I wish the product has integration with similar product **What problems is Webex Contact Center solving and how is that benefiting you?** Healthcare ### 25. Great support teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Webex Contact Center?** WebEx support had great Availability to troubleshoot **What do you dislike about Webex Contact Center?** I disliked the processes for getting in contact with support. **What problems is Webex Contact Center solving and how is that benefiting you?** Web conferencing solutions ### 26. Network Admin II **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Executive Office | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Webex Contact Center?** Ease of use. Commitment to excellence. Sense of urgency. Dedication to solution **What do you dislike about Webex Contact Center?** There is really nothing to dislike about this product **Recommendations to others considering Webex Contact Center:** Value is immeasurable. **What problems is Webex Contact Center solving and how is that benefiting you?** Up-time, Cisco makes my job easier.. More rep is committed to moving our organization forward. m ### 27. CC Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Webex Contact Center?** Agent desktop and agent experience. CUIC and reporting **What do you dislike about Webex Contact Center?** Need for so many 3rd party options. Lots of partner products and not enough in house options **What problems is Webex Contact Center solving and how is that benefiting you?** Customer experience ### 28. Arieeee's CX Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Webex Contact Center?** effortless customer experience. so easy! **What do you dislike about Webex Contact Center?** nothing, it's great! so easy to use. I wish it was at my other jobs too **What problems is Webex Contact Center solving and how is that benefiting you?** providing better cx and decreasing FCR ### 29. Absolutely stellar support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Webex Contact Center?** anytime anyday holidays or storms. unparalled support in the industry. **What do you dislike about Webex Contact Center?** nothing really.. i might be confusing this with tac! **Recommendations to others considering Webex Contact Center:** go for it **What problems is Webex Contact Center solving and how is that benefiting you?** reduced downtime ### 30. Good services **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Webex Contact Center?** Help with business issues, clarify Cisco software applications, suggestions for solutions **What do you dislike about Webex Contact Center?** Sometimes responses are a bit unclear and unspecific to problem at hand, must call a second time **What problems is Webex Contact Center solving and how is that benefiting you?** Better communication between coworkers and better meetings after asking about Customer Care about how to best use Cisco software ### 31. Implementation Was Easy, But Feature Set Needs To Expand And Be More Agile **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2018 **What do you like best about Webex Contact Center?** It is nice that the product was already integrated within the company, so adoption was very easy. **What do you dislike about Webex Contact Center?** From a marketing perspective, we have not been fully impressed with the capabilities that the platform has in regards to its Chat functionality. Chat, being defined as customer facing chat within our product and on our website. **Recommendations to others considering Webex Contact Center:** USe it if you want a cheap solution **What problems is Webex Contact Center solving and how is that benefiting you?** Interact with customers to handle complaints, process orders, and provide information about an organization’s products and services. ### 32. Easy to use, user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Civic & Social Organization | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Webex Contact Center?** I like that it is very simple and user friendly, keeps people from feeling like it is all too "techy" for them to use **What do you dislike about Webex Contact Center?** I wish it was adaptable to other interfaces like medical customer care, retail, etc **What problems is Webex Contact Center solving and how is that benefiting you?** Customer service ### 33. Easy to Use! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2018 **What do you like best about Webex Contact Center?** I love being able to access all my contacts easily & place calls directly. **What do you dislike about Webex Contact Center?** I have only ever had one issue with this program & it was that it kept kicking me out. I had to remove the program & reinstall. **What problems is Webex Contact Center solving and how is that benefiting you?** It makes organizing important phone number & frequent contacts quick & effortless. ### 34. Cisco UCC **Rating:** 5.0/5.0 stars **Reviewed by:** Deirra J. | Founder and Blogger, Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2018 **What do you like best about Webex Contact Center?** The highlight of using Cisco UCCX is the high customization with the product.It's easy to grow and scale the product as needed and the integration with CUCM is seamless. The program has auser friendly programming interface. Once you understand the logic it's simple to create scripts to do what you need. Once you create scripts, it is very easy to duplicate them and edit them as needed. The system is also pretty reliable as far as uptime. The system generates great reports to help you keep track on call stats for your agents. **What do you dislike about Webex Contact Center?** My only major dislike is the learning curve in getting the system set up. There are quite a few steps between getting a user from CUCM to UCC. The system also relies on LDAP integration heavily. This can cause issues with users logging into the system. Also, the hybrid mode for CAD and Finesse has a limited support life, so no upgrades until you've full migrated. **Recommendations to others considering Webex Contact Center:** I'd recommend investing in a training course on the scripting piece of UCC so you are not paying out money to vendors to make simple changes. Also, UCCX is suitable to most organizations unless you have a global presence. **What problems is Webex Contact Center solving and how is that benefiting you?** For organizations with a lot of agents and departments, UCC provides an easy way to manage your agents. The Call flows are easy to modify and consolidate as needed. The reporting tool has given our call center managers a deeper insight into how agents are performing and areas of improvement. In the recent versions of UCC, the switch to web based application Finesse rids administrators of the need to load software to workstations. ### 35. Solution that suits and fits all Business requirements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Webex Contact Center?** Cisco Contact Center Solution Suite has options for SMB, Enterprises and Hosted options, which provide the required services with flexibility. **What do you dislike about Webex Contact Center?** Not really much to dislike, solution has been working well at all of my implementation sites **Recommendations to others considering Webex Contact Center:** Good reporting option in the form of Cisco Unified Intelligence Center, with customization options Cisco Finesse Agent Desktop with Supervisor feature Customization Gadgets for Cisco Finesse If the Communication platform is Cisco UC, then Cisco Contact Center (UCC Express / UCC Enterprise) would be the best suited application with maximum compatibility and support. **What problems is Webex Contact Center solving and how is that benefiting you?** CAD feature on earlier versions were much easier, but with Cisco Finesse, there are more customization possibilities, Light weight, without a separate client installation. Agents can login remotely, with softphone clients like Cisco Jabber, ### 36. Simple but effective **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Webex Contact Center?** User interface is easy to use and understand. **What do you dislike about Webex Contact Center?** Icons are old school... Aesthetics could use an update. **What problems is Webex Contact Center solving and how is that benefiting you?** Reliable system for taking cue calls ### 37. Cisco easy to use phone systems **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2018 **What do you like best about Webex Contact Center?** I like how you have the option to record your greetings before taking calls. It really saves employees, like me, time to breathe a little when experiencing a heavy call volume. **What do you dislike about Webex Contact Center?** I have noticed the glitches when trying to use the transfer option. I've noticed when trying to transfer between departments, it is unsuccessful and it hurts productivity **What problems is Webex Contact Center solving and how is that benefiting you?** Ease and reliability for call centers with high call volumes. ### 38. Using Cisco as part of our phone service in communicating with students **Rating:** 3.5/5.0 stars **Reviewed by:** Roger F. F. | Paraeducator, Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Webex Contact Center?** The clarity and quality of the call run well because the Cisco headsets allow us hands-free communication with the contact center. **What do you dislike about Webex Contact Center?** Sometimes the student may not hear us until they switch from their car mode to headset/hand-held. The calls can be delayed in response time. **What problems is Webex Contact Center solving and how is that benefiting you?** We are able to archive urgent voicemails and playback those messages through Windows media. ### 39. Ctios cisco contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Webex Contact Center?** Ctios is very user friendly!! Use it for our call queue at work every day **What do you dislike about Webex Contact Center?** Sometimes i misclick that I am ready when I am not. The buttons are right next to eachother **Recommendations to others considering Webex Contact Center:** Very user friendly. Different options for call states to make it easy for statistics and reoiers **What problems is Webex Contact Center solving and how is that benefiting you?** We are able to evenly distribute our calls that come into the call center ### 40. Cisco Unified Contact Center keeps business going **Rating:** 4.0/5.0 stars **Reviewed by:** Jaclyn S. | Healthcare Services Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2017 **What do you like best about Webex Contact Center?** The ease of use if perfect. When working in a fast paced, telephonic environment, this product and the readily-available support team helps keep business rolling. **What do you dislike about Webex Contact Center?** Once in a while, a dropped call can occur but the support staff is always ready to fix it. **Recommendations to others considering Webex Contact Center:** Cisco is a great product! A Cisco representative even attended one of our team meetings in person to answer any questions! **What problems is Webex Contact Center solving and how is that benefiting you?** We reach out to members regarding their health insurance benefits and connect them to health coaches and/or nurses telephonically. ### 41. Seamless user experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2018 **What do you like best about Webex Contact Center?** Easily change the status from ready to not ready. **What do you dislike about Webex Contact Center?** I don't think I disliked anything at all. **What problems is Webex Contact Center solving and how is that benefiting you?** Manage productivity. ### 42. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about Webex Contact Center?** I like that it is dependable and always available when we need it. **What do you dislike about Webex Contact Center?** I have no dislikes the product is strong and dependable. **Recommendations to others considering Webex Contact Center:** I believe it is a leader in the Telecom industry. I have zero complaints about the product. **What problems is Webex Contact Center solving and how is that benefiting you?** The use of softphones has eliminated the need for telephones that sit on your desk. Cost savings are always a plus. ### 43. Financial Analyst **Rating:** 4.0/5.0 stars **Reviewed by:** Steven D. | Sr. Analyst, Vendor Funding, Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2017 **What do you like best about Webex Contact Center?** The use of use for someone that had no experience with this system before. **What do you dislike about Webex Contact Center?** Nothing has turned me off to using the contact center yet. I have only used it twice and so far so good. **What problems is Webex Contact Center solving and how is that benefiting you?** Was having a problem with my cisco citrix not connecting. Called the contact center and within 30 minutes the problem was figured out. ### 44. Consistant **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** October 06, 2017 **What do you like best about Webex Contact Center?** Since I started working with my company, I have found very minimum problems with the network. I think we only had to contact tech support twice this year and that was when we having bad weather. **What do you dislike about Webex Contact Center?** I love everything about this network. I am always able to get on my system and have no problems **Recommendations to others considering Webex Contact Center:** Great product. Very user friendly **What problems is Webex Contact Center solving and how is that benefiting you?** The Cisco at my company hardly ever has something wrong with it. I think for this year we only had use tech support twice and both were due to bad weather ### 45. Cisco Unified Contact Center Honest Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2017 **What do you like best about Webex Contact Center?** Cisco's products are built perfectly for a call center, especially when you have more than one call coming in. I am quite happy with the performance it has given me since I have been working with my company. **What do you dislike about Webex Contact Center?** As a company, we have not found any flaws with the product Cisco has given us. **Recommendations to others considering Webex Contact Center:** Best product to use! Hands down. **What problems is Webex Contact Center solving and how is that benefiting you?** Cisco Unified Contact Center has given us a lot of benefits, for example providing the best service we can ever get along with accurate information. ### 46. It is a much better phone system compared to ones I’ve used in the past **Rating:** 4.5/5.0 stars **Reviewed by:** Susan R. | Customer Service Rep, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2017 **What do you like best about Webex Contact Center?** That it is computer based and as long as you take your computer with you you can move without having IT involved **What do you dislike about Webex Contact Center?** I really don’t have any complaints about this phone system **What problems is Webex Contact Center solving and how is that benefiting you?** I find that this is a very easy user friendly phone system ### 47. Ease of use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 02, 2017 **What do you like best about Webex Contact Center?** The clean user interface and ease of setup **What do you dislike about Webex Contact Center?** So far, it has proven to be a little buggy and prone to lag. I feel like this might be an issue that will resolve with use and time. **What problems is Webex Contact Center solving and how is that benefiting you?** Contact center routing and employee tracking. Phone management software. ### 48. Efficient and Intuitive **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Webex Contact Center?** My favorite thing about Cisco is that the software and phone systems are very user friendly. **What do you dislike about Webex Contact Center?** I honestly don't have anything that I dislike. **What problems is Webex Contact Center solving and how is that benefiting you?** I primarily use the phone system - the hardware Cisco IP Phone 7945 - and the software that connects my phone to the internet so that I can actually receive phone calls via my work email address. This is a huge benefit to me, because I almost always have access to my email but not my office phone. ### 49. Cisco UCCX 11.5 is highly recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** April 12, 2017 **What do you like best about Webex Contact Center?** I have been running UCCX for over 15 years, and it has really come a long way from the early days. I like most that the UCCX is a highly reliable contact center. We have never had any type of outage unrelated to the network for as long as I can remember. **What do you dislike about Webex Contact Center?** If I had to complain, new releases sometimes contain bugs which can annoy end users. To circumvent that problem, I always wait for the first service release before an upgrade. **Recommendations to others considering Webex Contact Center:** Highly recommended **What problems is Webex Contact Center solving and how is that benefiting you?** We use contact center for our Help Desk and for high call volume areas. The statistics and reporting features are great, and combined with a wallboard like TASKE departments can get real time data on incoming calls and staff appropriately. ### 50. Cicso **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2017 **What do you like best about Webex Contact Center?** Superb company that provides a solution to intelligent call routing and interface between back office and front office. **What do you dislike about Webex Contact Center?** Sometimes it is hard to connect with a representative when you have an issue with software. **What problems is Webex Contact Center solving and how is that benefiting you?** We were experiencing a slow interface within our company pertaining to multi line calls. WIth Cisco we have had virtually no issues. ## 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?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+12%3A52%3A50+-0500&secure%5Bsession_id%5D=15df93e1-2698-4446-8f4a-2d2323a61866&secure%5Btoken%5D=06984ac938fae221154c79031fad67f2d8653d011935a93b96f00da4b2e8b45b&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 **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **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 - Callback Scheduling - Activity Dashboard - Call Reporting **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **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 (1,468 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 (604 reviews)