G2

Felix B.

Marketing Manager

Accounting

Enterprise (> 1000 emp.)

9/1/2026

"Automatic CSAT gave us a score on calls nobody actually filled out a survey for"

4/5

What do you like best about Webex Contact Center?

Our survey response rate was rough, honestly maybe one in fifteen customers bothered filling it out after a call, so most calls just had zero satisfaction data attached at all. Auto CSAT scores every voice interaction based on the transcript and how the call actually went, so now there's a satisfaction number even on calls nobody rated manually. Topic Analytics has also caught patterns we'd have missed otherwise, noticed "shipping delay" trending across a chunk of negative-sentiment calls one month before it showed up anywhere else in our reporting. Review collected by and hosted on G2.com.

What do you dislike about Webex Contact Center?

Only supports English and voice interactions right now from what I've seen, so our digital channel conversations and a chunk of our non-English calls don't get the same automatic scoring, still relying on manual review for those. Review collected by and hosted on G2.com.

What problems is Webex Contact Center solving and how is that benefiting you?

Going from almost no satisfaction data to a score on effectively every voice call has given us a much more complete picture than the tiny survey response rate ever did. Catching a trending complaint topic before it became obvious in monthly numbers has let us react faster to real problems. The English-only, voice-only limitation is real though, worth checking against your actual channel and language mix before assuming full coverage. Review collected by and hosted on G2.com.