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Cisco Systems

Webex Connect

Composite Score
8.4 /10
CX Score
8.7 /10
Category
Webex Connect
8.4 /10

What is Webex Connect?

Automate end-to-end customer journeys on a centralized cloud communications platform to orchestrate smarter interactions with your customers.

Company Details


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Webex Connect Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

95 Plan to Renew

82 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
97%
Negotiation and Contract:
92%
Conflict Resolution:
97%
Strategy & Innovation:
92%
Service Experience:
96%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Webex Connect?

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0% Negative
0% Neutral
100% Positive

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Feature Ratings

Average 84

WebRTC-based Calling

89

Online Cloud Platform

86

Cloud Integration

86

Advanced Data Analytics

85

MMS API

85

Integration APIs

85

Communication APIs

85

AI Engine for CPaaS

83

Software Development Kit

83

Code Libraries

81

Drag and Drop User Interface

76

Vendor Capability Ratings

Average 84

Ease of IT Administration

94

Availability and Quality of Training

89

Quality of Features

87

Ease of Data Integration

86

Ease of Customization

83

Usability and Intuitiveness

83

Product Strategy and Rate of Improvement

83

Business Value Created

83

Ease of Implementation

82

Breadth of Features

80

Vendor Support

79

Webex Connect Reviews

Santhosh N.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2025

Rapid Deployment

Likeliness to Recommend

10 /10

What differentiates Webex Connect from other similar products?

Webex Connect CPaaS distinguishes itself through a few key features. First, it offers a robust low-code visual flow builder, simplifying the design and automation of complex communication workflows. This visual approach, coupled with pre-built building blocks and integrations, enables businesses to rapidly deploy customer journeys without extensive coding. Additionally, Webex Connect is built for the enterprise, providing centralized control and management of customer interactions, along with strong security and compliance features.

What is your favorite aspect of this product?

Low-Code Visual Flow Builder: This tool allows users to design and build customer journeys visually, with drag-and-drop functionality, reducing the need for coding and speeding up development. Enterprise-Grade Features: Webex Connect is designed for large organizations, offering centralized control, robust security, and compliance features. Seamless Integration: The platform integrates smoothly with other Webex and Cisco solutions, creating a cohesive communication ecosystem.

What do you dislike most about this product?

Many users find Webex Connect CPaaS's complexity and less intuitive user interface as a major drawback compared to competitors. They also experience issues with lag, slow performance, and inconsistent audio and video quality, particularly in larger meetings. Additionally, the platform has limited personalization options and API capabilities, which can hinder integration with other systems and make it challenging to customize.

What recommendations would you give to someone considering this product?

For organizations considering Webex Connect CPaaS, a robust and versatile communications platform, a strong recommendation is to evaluate its ability to build custom communication solutions and integrate with existing Webex tools. The platform's focus on building custom messaging, video, and voice integrations, along with its scalability, makes it a good fit for businesses seeking flexible solutions.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Michael O.

  • Role: Operations
  • Industry: Communications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2025

Powerful Platform with Room to Grow

Likeliness to Recommend

9 /10

What differentiates Webex Connect from other similar products?

Webex Connect CPaaS stands out with its unified omnichannel communication, low-code automation, and seamless integration with Cisco’s secure enterprise ecosystem.

What is your favorite aspect of this product?

My favorite aspect of Webex Connect CPaaS is its powerful low-code Flow Builder, which makes it easy to design and automate complex communication workflows across multiple channels without heavy coding.

What do you dislike most about this product?

What I dislike most about Webex Connect CPaaS is that its learning curve can be steep for users who are new to workflow automation, especially when dealing with more advanced integrations and configurations.

What recommendations would you give to someone considering this product?

I would recommend Webex Connect CPaaS to someone looking for a robust, enterprise-grade communication platform with omnichannel support and strong security. However, be prepared for a learning curve, especially if you plan to leverage its advanced features. I’d suggest starting with the low-code Flow Builder and exploring its integrations gradually to get the most out of the platform.

Pros

  • Reliable
  • Performance Enhancing
  • Respectful
  • Fair

Jagan Datta B.

  • Role: Industry Specific Role
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2025

Versatile Communication Platform

Likeliness to Recommend

10 /10

What differentiates Webex Connect from other similar products?

Webex Connect CPaaS stands out by providing a unified, enterprise-grade platform that enables organizations to automate, orchestrate, and monitor interactions across multiple channels. It offers a low-code visual flow builder, integrates with existing business systems and leading third-party applications, and provides real-time reporting and analytics. Enterprise-grade and Secure: Webex Connect is designed for medium to large organizations, offering a secure and robust platform with features like data encryption, access controls, and regular security audits.

What is your favorite aspect of this product?

Multi-channel Communication: It supports a wide range of communication channels, including voice, SMS, email, video, WhatsApp, RCS, and more, allowing businesses to interact with customers across their preferred channels. Low-code and Visual Flow Builder: Webex Connect features a low-code visual flow builder that allows developers and business users to create and modify customer journeys with minimal coding. Seamless Integrations: The platform integrates with existing back-end business systems, such as CRM and helpdesk applications, enabling seamless flow of data and information across.

What do you dislike most about this product?

Many users dislike Webex Connect CPaaS due to its complex and less intuitive user interface compared to competitors. It also experiences lag and performance issues, along with inconsistent audio and video quality. Additionally, the platform has limited personalization options and API capabilities, hindering integration with other systems. User Interface: Many find Webex Connect's UI to be overly complex and less user-friendly compared to other CPaaS platforms. Performance Issues: Lag and slow performance can be a significant issue, especially in larger meetings.

What recommendations would you give to someone considering this product?

For those considering Webex Connect CPaaS, here's a recommendation to explore its capabilities for building custom communication solutions. Webex Connect is a powerful tool for creating messaging, video, and voice integrations, especially useful for organizations seeking a flexible and scalable solution that integrates well with other Webex tools. Key Features and Benefits: Versatile Communication Platform: Webex Connect allows you to build custom communication solutions, including messaging, video, and voice integrations. Flexibility and Scalability: It offers robust flexibility and scalability, making it.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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