TrustRadius

Keatext vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Keatext
Score 8.8 out of 10
Enterprise companies (1,001+ employees)
Keatext is a CX analytics solution that provides AI-based predictive recommendations to improve customer satisfaction. It finds recommendations in customer responses like reviews, open ended surveys, and contact center tickets to support data-driven decisions and be a more customer-centric organization. Keatext helps users to: Bring forward decisions with impact: Zero in on opportunities to increase ROI and identify strengths and weaknesses…
$550
per month
Webex Contact Center
Score 9.0 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
KeatextWebex Contact Center
Editions & Modules
Basic
$550
per month
Pro
$999
per month
Enterprise
1650+
per month
No answers on this topic
Offerings
Pricing Offerings
KeatextWebex Contact Center
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
KeatextWebex Contact Center
Considered Both Products
Keatext
Stanley Kamal | TrustRadius Reviewer
Stanley Kamal
Software Engineer
Chose Keatext
It is easier to use, analyze data in seconds and extract the most important data from any content. Integrating it with other platforms is easy and offers support for multiple languages ​​including Arabic.
Zheng Khoo | TrustRadius Reviewer
Zheng Khoo
Digital Marketing Specialists
Chose Keatext
Keatext as a fast and versatile text analysis technique is ideal for analyzing massive amounts of unstructured data to find service possibilities, as well as viewing the number of feedback comments by type, ordered by compliments, complaints, ideas and questions with a single …
Gonzalo Bayona Camiletti | TrustRadius Reviewer
Gonzalo Bayona Camiletti
Software Engineer
Chose Keatext
Create polls to collect contextual feedback on a particular page, section of a website, content, etc., and analyze them with advanced reports.
Sharon Khoo Tan | TrustRadius Reviewer
Sharon Khoo Tan
Human Resources Director
Chose Keatext
They offer a variety of features including data warehouse management, analytics, collaboration, and more. They make it easy to integrate with various third-party apps like Intercom, Slack, Customer.io, Slack, Google, Salesforce, and more.
Anjali Nair | TrustRadius Reviewer
Anjali Nair
content writer specialist
Chose Keatext
We were using Freshdesk before using Keatext. When it comes to report & dashboard analysis Keatext provides advanced analytics options. Keatext provides high availability with integrations options of mail notifications & SMS notifications as well. Keatext provides chatbot …
Webex Contact Center
Verified User
Anonymous
Chose Webex Contact Center
Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or …
Jeremy Shupick | TrustRadius Reviewer
Jeremy Shupick
Network Administrator Sr.
Chose Webex Contact Center
We use Webex Calling, but we chose to add Cisco Webex Contact Center to help direct calls to their intended destinations, depending on the time of day or night. So, not a direct competitor, but rather a helper. I would consider looking at Webex Contact Center if you need more …
Verified User
Anonymous
Chose Webex Contact Center
In my opinion, Webex Contact Center can compete with Five9 Contact Center for small, less complex CX environments. Issue is when you are looking for a more complex, cloud base cx application, Five9 is more a better fit becuase of its maturity in the industry and how it can …
Verified User
Anonymous
Chose Webex Contact Center
I think in general, they're all great products, I can't really say one is better than the other. I think building flows is somewhat easier in Webex Contact Center compared to the other two. Webex Contact Center was lacking some advanced features mainly in the AI and agent …
Verified User
Anonymous
Chose Webex Contact Center
Due to the Cisco Ecosystem Integration we have migration step to transitioning from legacy Cisco contact center solutions (UCCX and this process was more easier to make with the Webex Contact Center. It is a Scalable Cloud Solution that help with the features that it have to …
Verified User
Anonymous
Chose Webex Contact Center
The Webex Contact Center is somewhat on par with the feature set provided by Genesis Cloud. These are enterprise grade business solutions and provides rich end to end features. The Cisco solution works very in well within native Cisco environments and with the Cisco ecosystem. …
Verified User
Anonymous
Chose Webex Contact Center
We trialed a fair few starting from anywhere, Microsoft 365 Call Center, the Genesys, 8x8 Contact Center. Some of the on-premise stuff. I think when it comes to the licensing model and just the flexibility of things, WebEx Center was a standout.
Verified User
Anonymous
Chose Webex Contact Center
Still need some improvements with integration.
Mike Martinez | TrustRadius Reviewer
Mike Martinez
KEY ACCOUNT MANAGER- Sales and Marketing
Chose Webex Contact Center
I'll say Webex suite is a complete All-in one collaboration solution, that helps our company to succeed in what we do.
Verified User
Anonymous
Chose Webex Contact Center
It's an application where you can perform calls and chat as well. Additionally, support availability and admin control for the support staff.
Verified User
Anonymous
Chose Webex Contact Center
I do really like Team Viewer for the remote assistance but Webex Contact Center is a pretty close second.
Verified User
Anonymous
Chose Webex Contact Center
Webex Contact Center feels the most modern of the solutions we evaluated. It is an all in one package which required no capital expenditure up front. Webex Contact Center was able to integrate with the AI packages which our IT team investigating for future use. Webex Contact …
Verified User
Anonymous
Chose Webex Contact Center
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were …
Verified User
Anonymous
Chose Webex Contact Center
Webex Connect is a powerful tool to add digital channels and enrich the user experience.
Verified User
Anonymous
Chose Webex Contact Center
Have not performed any Five9 deployments so I am not 100% sure how they differ but the Webex Contact Center solution is very robust and well thawed out.
Verified User
Anonymous
Chose Webex Contact Center
Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides.
JD
jennifer david
Identity Access Management Lead
Chose Webex Contact Center
Webex Contact Center is a more stable company and more equipped with what we need in terms of the contact center.
Christopher Cavendish | TrustRadius Reviewer
Christopher Cavendish
Senior Voice / Collaboration Engineer
Chose Webex Contact Center
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
SM
Sadia Marium
Senior Network Engineer
Chose Webex Contact Center
Cisco is a core networking solutions provider that's why we have trust on Cisco
Verified User
Anonymous
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Verified User
Anonymous
Chose Webex Contact Center
Webex Contact Center has good customer support and the operators are happy. The operators initially had difficulties using the platform but the Webex team has guided multiple times to help the operators get used to the platform. Lead time to reply to students is also less on …
Verified User
Anonymous
Chose Webex Contact Center
Genesys Cloud CX (formerly Genesys Cloud), Amazon Connect and NICE CXone (formerly NICE inContact)
J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
Researcher/student
Chose Webex Contact Center
Amazon Connect appears to be a very complete system. But we still prefer to stick with Webex, as it is more accessible and cheaper in many ways. In our region, it is difficult to acquire Amazon Connect as well, and that is why we stayed with Webex. But since we're already …
Features
KeatextWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Keatext
-
Ratings
Webex Contact Center
8.0
Ratings
4% below category average
Agent dashboard00 Ratings9.20 Ratings
Validate callers00 Ratings9.00 Ratings
Outbound response00 Ratings6.00 Ratings
Call forwarding00 Ratings8.80 Ratings
Click-to-call (CTC)00 Ratings8.40 Ratings
Warm transfer00 Ratings8.90 Ratings
Predictive dialing00 Ratings5.50 Ratings
Interactive voice response00 Ratings8.10 Ratings
REST APIs00 Ratings8.00 Ratings
Call scripts00 Ratings8.60 Ratings
Call tracking00 Ratings8.50 Ratings
Multichannel integration00 Ratings7.30 Ratings
CRM software integration00 Ratings7.30 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Keatext
-
Ratings
Webex Contact Center
7.9
Ratings
4% below category average
Inbound call routing00 Ratings7.80 Ratings
Omnichannel inbound routing00 Ratings8.00 Ratings
Recording00 Ratings9.00 Ratings
Quality management00 Ratings8.80 Ratings
Call analytics00 Ratings7.50 Ratings
Historical reporting00 Ratings8.80 Ratings
Live reporting00 Ratings7.80 Ratings
Customer surveys00 Ratings7.00 Ratings
Customer interaction analytics00 Ratings6.40 Ratings
Best Alternatives
KeatextWebex Contact Center
Small Businesses
Sogolytics
Sogolytics
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 7.2 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 7.2 out of 10
Enterprises
Verint Voice of the Customer
Verint Voice of the Customer
Score 10.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KeatextWebex Contact Center
Likelihood to Recommend
9.1
(0 ratings)
8.8
(0 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(0 ratings)
Usability
-
(0 ratings)
8.6
(0 ratings)
User Testimonials
KeatextWebex Contact Center
Likelihood to Recommend
Keatext is ideal for analyzing customer texts and comments regardless of language, improving advertising and understanding the needs of each customer.
Stanley Kamal | TrustRadius Reviewer
Stanley Kamal
Software Engineer
Read full review
It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.
Jeremy Shupick | TrustRadius Reviewer
Jeremy Shupick
Network Administrator Sr.
Read full review
Pros
  • Detailed Report & Analysis
  • GUI Dashboard with advance features
  • Live chat support feature
  • Survey & Easy integration options
  • Artificial Intelligence features
Anjali Nair | TrustRadius Reviewer
Anjali Nair
content writer specialist
Read full review
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
  • The uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.
MD
Melroy D'Souza
Systems Owner
Read full review
Cons
  • Data analysis is limited by version, but since everything has a solution, the ideal is to pay for the premium version to enjoy the full service.
Stanley Kamal | TrustRadius Reviewer
Stanley Kamal
Software Engineer
Read full review
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
Verified User
Anonymous
Read full review
Likelihood to Renew
No answers on this topic
We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.
Verified User
Anonymous
Read full review
Usability
No answers on this topic
It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.
Verified User
Anonymous
Read full review
Alternatives Considered
Keatext as a fast and versatile text analysis technique is ideal for analyzing massive amounts of unstructured data to find service possibilities, as well as viewing the number of feedback comments by type, ordered by compliments, complaints, ideas and questions with a single perspective.
Zheng Khoo | TrustRadius Reviewer
Zheng Khoo
Digital Marketing Specialists
Read full review
Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.
Verified User
Anonymous
Read full review
Return on Investment
  • I decided to implement Keatext due to its extensive list of integrations. The Keatext integration allows me to import my surveys instantly from my SurveyMonkey account, providing a 360º view to identify and improve the experience of my clients.
Sharon Khoo Tan | TrustRadius Reviewer
Sharon Khoo Tan
Human Resources Director
Read full review
  • No Capex required for this solution (which makes our CFO very happy)
  • Digital channels are builtin and therefore very easy to deploy
  • The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded
Verified User
Anonymous
Read full review
ScreenShots

Keatext Screenshots

Screenshot of AI-based predictive recommendations with SWOT chartScreenshot of Customizable and interactive dashboardScreenshot of Topics and opinions heatmapScreenshot of Advanced sentiment analysis including customer questions and suggestionsScreenshot of Multichannel analysis including reviews, open ended surveys, and contact center tickets

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view