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Webex Contact Center vs. Zendesk Suite

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Webex Contact Center

122 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Webex Contact Center

    Score9 out of 10
    		N/ACisco 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

    Zendesk Suite

    Score8.8 out of 10
    		N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    Webex Contact CenterZendesk Suite
    Editions & Modules
    No answers on this topic
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Webex Contact CenterZendesk Suite
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—20% discount available with annual pricing.
    More Pricing Information
    Features
    Webex Contact CenterZendesk Suite
    Contact Center Software
    Comparison of Contact Center Software features of Webex Contact Center and Zendesk Suite
    Feature
    Webex Contact Center
    7.9
    34 Ratings
    Zendesk Suite
    -
    Ratings
    Agent dashboard9.233 Ratings00 Ratings
    Validate callers9.132 Ratings00 Ratings
    Outbound response5.927 Ratings00 Ratings
    Call forwarding8.732 Ratings00 Ratings
    Click-to-call (CTC)8.429 Ratings00 Ratings
    Warm transfer8.833 Ratings00 Ratings
    Predictive dialing5.521 Ratings00 Ratings
    Interactive voice response8.127 Ratings00 Ratings
    REST APIs7.929 Ratings00 Ratings
    Call scripts8.528 Ratings00 Ratings
    Call tracking8.431 Ratings00 Ratings
    Multichannel integration7.130 Ratings00 Ratings
    CRM software integration7.230 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Webex Contact Center and Zendesk Suite
    Feature
    Webex Contact Center
    7.9
    31 Ratings
    Zendesk Suite
    -
    Ratings
    Inbound call routing7.829 Ratings00 Ratings
    Omnichannel inbound routing8.027 Ratings00 Ratings
    Recording9.029 Ratings00 Ratings
    Quality management8.826 Ratings00 Ratings
    Call analytics7.527 Ratings00 Ratings
    Historical reporting8.929 Ratings00 Ratings
    Live reporting7.729 Ratings00 Ratings
    Customer surveys6.927 Ratings00 Ratings
    Customer interaction analytics6.324 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Webex Contact Center and Zendesk Suite
    Feature
    Webex Contact Center
    -
    Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets00 Ratings9.1153 Ratings
    Expert directory00 Ratings8.3102 Ratings
    Subscription-based notifications00 Ratings8.6106 Ratings
    ITSM collaboration and documentation00 Ratings8.5104 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of Webex Contact Center and Zendesk Suite
    Feature
    Webex Contact Center
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Webex Contact Center and Zendesk Suite
    Feature
    Webex Contact Center
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    Webex Contact CenterZendesk Suite
    Likelihood to Recommend
    8.8
    (36 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    8.2
    (1 ratings)
    10.0
    (43 ratings)
    Usability
    8.5
    (12 ratings)
    8.9
    (65 ratings)
    Availability
    -
    (0 ratings)
    8.6
    (13 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (10 ratings)
    Support Rating
    -
    (0 ratings)
    5.5
    (31 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    -
    (0 ratings)
    9.0
    (18 ratings)
    Configurability
    -
    (0 ratings)
    9.3
    (3 ratings)