For businesses worldwide, the name “Webex” has become synonymous with collaboration, communication, and innovation. Owned by Cisco, the Webex portfolio of communication and customer service tools benefits from both a phenomenal global footprint, and an ever-evolving suite of intuitive, transformative features.

Not only has Cisco’s Webex solution earned it a top spot in the “Leader” section for the Gartner UCaaS Magic Quadrant multiple years in a row, but Webex is quickly making waves in other spaces too, including CPaaS, and CCaaS. With Webex, companies can leverage everything from innovative meeting and event platforms, to state-of-the-art calling services and contact centre systems.

In today’s Webex Review, we’re going to be taking a complete look at the comprehensive Webex Portfolio, covering all of the features and benefits business leaders can unlock with Cisco.

Webex Review: The Webex Suite (UCaaS)

The Webex Suite is the all-in-one UCaaS platform built by Webex for the age of hybrid work. As expected, this universal platform provides companies with everything they need to connect and align their teams, from calling and meeting tools, to messaging, whiteboarding and polling apps.

The full Webex Suite comes with industry-leading Artificial Intelligence built-in, as well as a single-pane-of-glass management portal, and extensive enterprise-level security. Users of the Webex Suite can choose from a range of different pricing packages, either bundling all of the tools they need into a “Suite” plan, or buying calling, meetings, webinar and events services separately.

The Webex Suite even has its own free plan, with standard messaging, advanced security and Vidcast built-in, but companies need to upgrade to at least a $25 per month, per license package to access calling, meetings, and “Slido” tools.

The core components of the Webex Suite include:

Webex Cloud Calling

The Webex Cloud Calling solution provides access to a global VoIP solution, designed to allow users to move to the cloud at their own pace. Companies can integrate cloud-based communications with on-site tools, unlock flexible licensing options, and use mobile apps to connect users anywhere.

Webex Cloud Calling supports integrations, so teams can build UCM-based third-party applications into the cloud, and create automated workflows. Plus, business leaders can expect to access all the core features of a cloud communication system, such as:

  • Call waiting, forward and transfer
  • Visual voicemail
  • Conference calling
  • Local and domestic long-distance calling
  • Call barging and call queues
  • Recording and transcription
  • Voicemail to email
  • Presence features

Webex Meetings

Meetings is the powerful collaboration solution designed for Webex, brimming with features designed to boost inclusion and engagement. Businesses can schedule and join meetings across any device with a single tap, use QR codes to scan into meetings, and even access custom stage views for interactions.

Webex Meetings also includes access to a host of AI capabilities, which deliver voice optimisation and noise removal, people-focused views, and real-time translations. Plus, Webex Meetings also offers access to:

  • Polling and Q&A features for engagement
  • Webex Assistant for automating time-consuming tasks
  • A comprehensive control hub for monitoring devices and users
  • Custom real-time, or long-term insights and analytics
  • Cisco’s best-in-class security
  • Slido for 6 different types of polling and engagement options

Webex Messaging

Aligned with every other component of the Webex Suite, Webex Messaging makes it easy to connect colleagues with one-on-one conversations, private and public chats, and dedicated workspaces. Users can easily edit, @mention, forward, flag, pin, and thread messages to clarify communication.

The secure document and file-sharing tools come with access to co-editing capabilities, so staff can work on projects in real-time. Additionally, teams can connect with colleagues outside of their organisation with guest access. Webex Messaging even includes access to gifs, emojis, bitmojis, and “public topic” forums to help strengthen employee relationships and company culture.

Webex Webinars and Events

Webex Webinars and Webex Events are two separate solutions within the Webex toolkit, both designed to help businesses develop powerful online experiences. With Webex Webinars, companies can share content with up to 100,000 attendees, and reach global viewers with real-time translations in more than 100 languages.

The Webinar service comes with “practice sessions”, so users can rehearse before hosting event, custom branding options and themes for registration pages, and a range of video presentation options. Users can also engage audiences with moderated Q&A, live polling, gesture recognition, emoji reactions and other features.

Plus, business leaders maintain full control over each webinar, managing the stage and content before, during and after the event, accessing real-time interpreters, and even creating breakout sessions for visitors. The Event solution offers many of the same functions as the Webinars platform, with multiple in-person and virtual format options, end-to-end management, and analytics.

With Webex Events, companies can build multi-track agendas on the Webex platform with immersive content, streaming, and networking tools, build fully branded registration sites, and even create their own mobile apps. There’s also the option to create virtual event communities, where teams can connect and consume exclusive content.

Webex Whiteboarding

The Webex Whiteboarding app included within the collaboration suite is an easy-to-use platform where teams can co-create, brainstorm, and ideate on any device. The frictionless whiteboard solution never runs out of space, and is secured by design, using Webex encryption.

Plus, the solution comes with various features to explore, such as stickers and emojis, templates to assist teams in getting started, and integrations with a host of leading hardware tools. Webex even has its own selection of devices in the “Board Series”, specially designed for digital whiteboarding, content sharing, and video meetings in a hybrid setting.

Vidcast

Included on all Webex Suite plans, Vidcast is a simple tool intended to replace all-hands meetings with quick and convenient on-demand videos. The solution includes access to screen capturing, and video capturing tools, editing features, and sharing solutions, to allow companies to create everything from virtual announcements to onboarding sessions.

Vidcast also comes with insights and analytics which help businesses to track comments, reaction, and engagement levels at every stage of their recordings.

Webex Review: Customer Experience (CCaaS)

Ideal for combining the UCaaS and CCaaS strategies in a modern business, Webex’s customer experience toolkit combines contact center capabilities with artificial intelligence, workforce optimization and even CPaaS functionality.

The all-in-one CCaaS solution is certified for Microsoft Teams, and offers access to a comprehensive omnichannel experience, suitable for engaging and converting customers in any environment. All aspects of the CX portfolio from Cisco are priced on a per-company basis, so business leaders do need to contact the sales team to get a quote. The full customer experience toolkit includes:

  • Webex Contact Centre: A fully-featured cloud-based contact center, supporting omnichannel conversations across voice, video, messaging, social media, email and more. The unified backend environment gives agents direct access to customer journey context as they interact with clients, as well as a comprehensive dashboard where teams can track important analytics and insights.
  • Webex Contact Centre AI: Simple self-service tools and AI capabilities designed specifically for CX. The Webex Contact Centre AI portfolio includes smart chatbot building tools, AI-powered virtual assistants for agents, automated speech-to-text transcription, and the ability to create custom AI solutions using Webex APIs.
  • Webex WFO: The Webex Workforce Optimization toolkit supports teams in planning and managing operations with advanced forecasting, smart automation, adaptive scheduling, quality management metrics and analytics. Teams can access scheduling tools, gamification options (like achievement badges and scorecards), real-time adherence monitoring, and SMS link notifications for agent deadlines.
  • Webex Connect: The CPaaS offering from Webex, Webex Connect allows companies to utilize out-of-the-box controls to add new CX strategies into existing apps and workflows. The solution features APIs, low-code tools, and pre-built capabilities designed to help organisations build and optimise workflows with minimal coding knowledge.

All of the components of the portfolio feature advanced analytics, with built-in artificial intelligence, rich data visualizations and interactive charts, as well as sentiment analysis.

Webex Review: The Webex Platform

Alongside tools for UCaaS, CCaaS, and CPaaS, Webex also offers a dedicated platform environment, created to help companies build and manage truly customise and bespoke technology stacks.  The Webex Platform includes access to the full Webex Collaboration AI platform, built into the UCaaS ecosystem and Webex Suite.

Companies can leverage and learn from audio and video intelligence tools, implement AI systems for real-time translations and closed captioning, and access recording solutions for compliance. Teams can also take full advantage of the Webex Assistant, an AI smart assistant for Meetings and devices, which can be used to control conferences, create meeting notes, and even track important decisions made in conversations.

Within the comprehensive Webex Platform toolkit, businesses also gain access to the Webex Control Hub, the unified cloud control system which allows supervisors and managers to control workspaces from anywhere, troubleshoot issues in real-time, and even access IoT sensors for tracking purposes.

The Control Hub covers everything from device monitoring and control tools, physical workspace reporting, and zero-touch provisioning for hybrid teams. Users can also utilize the security section of the control hub to manage legal holds and compliance, choose where data is stored, and safeguard content with built-in data loss prevention.

Webex allows businesses to implement zero-trust security measures, authenticating every user that tries to enter the channel. Plus, administrators can search and access content and data from any interaction with eDiscovery, including space IDs, time stamps, and participant IDs.

Webex Review: Webex Devices and Rooms

An excellent communication portfolio would be nothing without the right endpoints and devices. Fortunately, Webex definitely has companies covered on this front. Webex produces its own devices, from phones, accessories, and headsets, to whiteboards. Plus, the company also partners with a range of device developers, producing fully interoperable systems.

Some of the core device categories covered by Webex include:

  • Headsets: Wired and wireless headsets, with outstanding audio, ergonomics, and noise cancellation, designed to suit any workspace.
  • Accessories: Panels for booking rooms, advanced microphone systems, and intelligent toolkits for creating powerful meeting rooms.
  • Cameras: Professional-quality cameras with built-in AI, HD video, and powerful features designed to improve inclusion and engagement.
  • Phones: Desk phones and smart phones, perfect for making business-class calls from the company back office, and the frontline.
  • Boards: Intelligent all-in-one displays for digital whiteboarding, video meetings, content sharing and presentations.
  • Desk devices: A series of tablet-style tools built to boost collaboration across every desk, with touch-style and gesture controls.
  • Webex Room Series: A collection of room tools, video bars, and smart multi-screen video conferencing designs for any meeting room size.

Other Key Parts of the Webex Portfolio

The Webex Platform, CCaaS, UCaaS, and CPaaS components already make Webex a powerful contender in the technology space. However, the company hasn’t stopped there. Other amazing features of the Webex toolkit include:

  • The Webex App: A unified calling, meeting, and messaging app, combining the core features of the Webex Suite into a simple toolkit for smaller businesses and personal users.
  • Custom offerings: Webex can also work with companies to produce dedicated toolkits for specific industries, from the government landscape to healthcare.
  • Integrations: With its own dedicated app hub and developer tools, Webex ensures business leaders can align all of their apps and services in a single pane of glass. The Webex company even has a full Developer suite available, with APIs and SDKs.

Plus, the company has grown increasingly flexible in the last few years, investing in new partnerships with companies like Microsoft, to align Webex technologies and devices with the features of Microsoft Teams.

Webex Review: Verdict and Webex Pros and Cons

The Webex portfolio is a versatile, agile, and highly scalable selection of tools, perfect for addressing the needs of businesses worldwide. Whether companies are looking for intuitive, inclusive collaboration tools, or powerful contact center capabilities, Webex has it all. The company even invests heavily in the development of new AV devices for rooms, and AI solutions for powerful behind-the-scenes analytics.

Providing all of the solutions businesses need for CPaaS, CCaaS, and UCaaS in one convenient environment, Webex ensures organisations can digitally transform quickly, and efficiently, without compromising on factors like sustainability or company culture.

Pros:

  • Fantastic focus on inclusion and sustainability
  • Powerful AI solutions embedded across all tools
  • Combined CCaaS and CPaaS capabilities
  • Innovative employee engagement tools, including slides and polls
  • Gamification and workforce optimization features
  • Global cloud calling with exceptional uptimes
  • End-to-end security built-in throughout every tool
  • Powerful automations and workflow management
  • Ever-evolving collaboration toolkits and features
  • All-in-one back-end platform for zero-touch provisioning
  • Zero-trust security measure support and eDiscovery
  • Powerful Room systems and devices

Cons:

  • Limited transparency on pricing for contact centres
  • Somewhat basic whiteboarding software
  • Slight learning curve for some developer tools


from UC Today https://ift.tt/zkjdBvG