Webex Contact Center

Score9 out of 10

122 Reviews and Ratings

Community insights

TrustRadius Insights for Webex Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ease of Use and Time-Saving Features: Users have praised the platform for its user-friendly interface, noting that it streamlines operations for agents, supervisors, and administrators. The time-saving features embedded in the system contribute to increased efficiency in managing customer interactions.

Efficient Call Management and Tracking: Reviewers appreciate the platform's robust call management and tracking capabilities, enabling them to handle calls seamlessly while tracking essential metrics. This functionality enhances personalized customer interactions and facilitates data-driven decision-making through comprehensive reporting tools.

Integration with Third-Party Tools: Users find the integration with third-party tools remarkably straightforward, simplifying the process of connecting various applications seamlessly within the platform. This convenience allows users to leverage a wide range of external resources efficiently.

Reviews

43 Reviews

Videos

Webex Contact Center Review

Rating: 8 out of 10

Incentivized

June 17, 2025

Use Cases and Deployment Scope

We have several contact center customers, both internal and external business. Our contact centers are inbound and have both onsite as well as remote agents. Customers range from shared services support to Network Operations center to external government services support. Several centers are 24 x 7 365 with various shifts. We utilize soft phones and desk phones.

Pros

Agent and supervisor desktop
Consolidated support via Control Hub
User friendly flow designer
Hybrid integration

Cons

Tenant partitioning
Roles/access
PSTN access via Wx calling

Likelihood to Recommend

Webex Contact Center provides the features and services to support our diverse clients. It is relatively easy to manage and maintain and the consolidated Webex control hub is so much easier to administer for support vs the many components in UCCE which had ICM, peripheral gateway, IPIVR, loggers, routers, etc. The Webex scripting is much easier to use as well

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Webex Contact Center the Customer Enhanced Journey

Rating: 8 out of 10

Incentivized

June 16, 2025

Use Cases and Deployment Scope

We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel

Pros

Easy to deploy
Easy to use
have most features customer's need

Cons

Emergency prompt notifications not available
Returning Voicemail into a Queue not available
Digital Flow designer no intuitive
Cisco TAC (Technical Assistance Center) does not seem to know the product well

Likelihood to Recommend

Well Suited for most contact center voice deployments

Richard Grey

UC Engineer in Engineering at OnX Enterprise Solutions (1001-5000 employees)

Vetted Review

Reseller

2 years of experience

The Best Contact Center system

Rating: 10 out of 10

Incentivized

June 12, 2025

Use Cases and Deployment Scope

Webex Contact Center is essential for getting all calls, managing callers, and giving them the best experience, whether while on hold or guiding them through the process of getting any information from a CRM without the need to reach an agent. Many times we have a flow setup where when caller reaches an agent, the agent already have the callers information from SF or any Database. With the new supervisor desktop, supervisors manage their agents from one single platform and control the queues and teams from a single panel. Reporting is a great tool that assist in troubleshooting for admins, or just getting an overview for managers to make business decisions. Webex Contact Center also utilize Connect which involve social channels and chatting, which makes reaching to an agent and get the information needed very fast and easy.

Pros

Easy to setup a flow and managing it and make changes without impacting the production system
Great analyzer that gives detailed information
Provide social channels to reach all the customers regardless of age and social groups
Easy to SMS and have communication for customers on the go

Cons

Provide an easier way to create reports that are basic and direct
A CTI connection between Webex Calling and Webex Contact Center to enable sending calls to flow without the need of a DID
More examples of JSON to create formulas in the flows

Likelihood to Recommend

Basically, Webex Contact Center is great with all types of businesses, whether it is a health institution or a bank institution. It is very secure and easy to setup.

Verified User

Engineer in Engineering (501-1000 employees)

Vetted Review

Reseller

4 years of experience

Webex Contact Center a great add-on to Webex Calling for complex call flows.

Rating: 8 out of 10

Incentivized

April 27, 2025

Use Cases and Deployment Scope

We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night. I gave it an eight because it can be very complex to set up the call flows and you may struggle unless you have help.

Pros

Routing the calls to where they need to go.
Has decent Text to Speech.
Can be as complex as you want it to be.

Cons

More options in the Text to Speech area.
Better highlighting of the call flows so you can better follow when troubleshooting.
Unless already available, it would be great to have a test number to call into and have the call flow light up to indicate your current position in the flow.

Likelihood to Recommend

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

Network Administrator Sr. in Information Technology at Wyoming Machinery Company (501-1000 employees)

Vetted Review

1 year of experience

Verified on LinkedIn

Cisco makes Moves in CX

Rating: 7 out of 10

Incentivized

April 15, 2025

Use Cases and Deployment Scope

We use Webex Contact Center in our orgnization to Demo the full CX functionality that greatly complements Cisco Webex Calling. All cases are different but we love to propose to potential clients with CX licenses 25+ and into the midmarket space. Also, in some cases, we have presented it to clients as a standalone CX solution.

Pros

Easy to use
Scalable
Flexible
Reliable
Integrated well with the Cisco Webex Suite

Cons

Better integration to other UCaaS solutions
Workforce Optimization is something that needs to be worked on
Custom Reports

Likelihood to Recommend

Cisco Webex Contact Center is best suited in any Cisco Unified Communications or UCaaS environments as the migration is very easy and minimal training would be needed. This is best for clients who need to spin up a Contact Center solution in a short time frame but do not need a vast complex need for analytics or WFM/WFO.

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

Reseller

2 years of experience

Webex Contact Center

Rating: 8 out of 10

April 15, 2025

Use Cases and Deployment Scope

We are a Cisco partner and we sell Webex Contact Center to our customers. We migrate customers from on premise ucce to Webex Contact Center.

Pros

Roadmap
Reporting
Self service

Cons

Features
Wxconnext integration
Tac support

Likelihood to Recommend

When customers want public cloud and fast feature releases this is perfect. Complex UCCE migrations however are more challenging. I like the AI road map.

Verified User

Team Lead in Professional Services (10,001+ employees)

Vetted Review

Reseller

3 years of experience

Webex Contact Center A Comprehensive Review

Rating: 10 out of 10

Incentivized

March 26, 2025

Use Cases and Deployment Scope

We use Webex Contact Center for our customer service. We have some service numbers that customers call and contact us. Webex Contact Center helps us redirect requests correctly and provides tools to monitor what is happening in real time and also provides historical data for all the IVRs, Menus and Agent Performances.

Pros

Omnichannel - With Voice, Chat, E-mail, Whatsapp, etc.
Advanced Call Routing and Queuing - Skill Based Routing
Agent Desktop and supervisor Monitoring Tools
Self Serivice Flows to automation functions

Cons

Reporting and Analitcs Gaps
Call Recording with more options
Integrations with easer way to check the functionality

Likelihood to Recommend

I think that is a very good advantage is for a company that already is using Cisco Webex Calling and Webex Meetings and wants to upgrade its customer service operations with a cloud-based contact center Webex Contact Center. For companies that have smass size, it could be not appropriate because of the complexity and price.

Verified User

Engineer in Engineering (51-200 employees)

Vetted Review

2 years of experience

Great solution

Rating: 8 out of 10

Incentivized

February 17, 2025

Use Cases and Deployment Scope

While we don’t use Webex Contact Center in my division, we sell it to customers as it add value to our clients and their customers. This is in context for customer experience, service and support areas. The Webex Contact Center is of crucial importance to our customers as it is their interface to their customers.

Pros

Customer contact
Case routing
Knowledge base

Cons

Providing a single pane of glass of customer information
Workforce management
Shift management

Likelihood to Recommend

The Webex Contact Center is well suited for CX and environments for enterprises. It provides all the features from omni channel through to case management and history. The AI prompts and features are good and will benefit the agents in terms of handling customer cases. The feedback and close loop for the cases works very well.

Verified User

Consultant in Sales (10,001+ employees)

Vetted Review

Reseller

20 years of experience

Your Trusted Partner`s Views

Rating: 10 out of 10

Incentivized

February 13, 2025

Use Cases and Deployment Scope

Use case: need to attend calls for our end users using orange telecom services Problems: product allows us to connect with our customers to resolve there queries and help improve our business. Scope: we have around 45000 agents who answer millions of calls per year to resolve customer issues.

Pros

Connecting the calls of our customers to correct suited agent who resolves there queries
Customer hear simple and easy IVR services

Cons

Agent assist feature does not have French language translation. Please add it soon
There is a delay in response voice bot feature in Webex Contact Center

Likelihood to Recommend

It's simple to configure, manage, and apply. The TAC support is awesome compared to other contact center vendors.

Verified User

Consultant in Information Technology (5001-10,000 employees)

Vetted Review

11 years of experience

Webex Contact Center, the way to cloudify your Contact Center

Rating: 9 out of 10

Incentivized

February 11, 2025

Use Cases and Deployment Scope

We use Webex Contact Center for our IT Service Desk and for Customer Technical Support. This way, we have a single vendor support for all our Contact centers and telephony solutions in the cloud. This makes IT admins life easier.

Pros

Flow Orchestration for Admins
Tight integration with 3rd party CRM's and Digital channels like SMS, Whatsapp, Facebook Messenger
AI Agents for self service

Cons

CTI integration

Likelihood to Recommend

Webex Contact Center is well suited for Customers who want to move their Contact Center workload into cloud and and would like to integrate their telephony pbx solutions with the Cloud Contact Center. Webex Contact Center integrates well with 3rd party CRM's.

Amit Singh

Solution Engineer in Professional Services at Logicalis GmbH (5001-10,000 employees)

Vetted Review

Reseller

4 years of experience

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