Webex Contact Center vs. Avaya Experience Platform
With a suite of AI-powered features, Webex Contact Center empowers you to deliver proactive, always-on service, drive business with AI-generated insights, and improve agent performance, all from one secure, trusted platform.
Unlock new possibilities for CX leaders. It’s time to upgrade to a future-proof, AI-powered solution from a market leader.
Get Avaya-specific migration tools
- 15+ years of Avaya-to-Cisco migration expertise.
- Flexible deployment options.
- Automated conversion of Avaya call flows.
- Data migration for historical reports and recordings.
- Consistent historical data, analysis, and reporting post-migration.
Build a proactive, intelligent front door
- Deliver human-like, personalized conversations across voice and digital channels.
- Fulfill customer intent with proactive messaging and AI Agents.
- Easily design an autonomous or scripted AI Agent tailored to your needs.
- Autonomously resolve customer issues using powerful integrations with back-office systems.
Empower agents with enhanced productivity and insights
- Equip agents with comprehensive views of customer history and behavior.
- Leverage intelligent routing and built-in AI assistant for quick answers and suggested responses.
- Automate contact summaries and suggest subsequent steps.
- Offer collaborative tools for streamlined agent communication.
Drive business efficiency with real-time optimization
- Automatically score interactions and provide tailored coaching with AI Quality Management.
- Equip supervisors with real-time and historical data access.
- Gain insights into customer sentiment trends for informed decision-making.
- Enable supervisors to message entire teams or agents directly from a single interface.
See why more customers prefer Webex.
Explore detailed comparisons on user satisfaction across critical metrics like AI integration, ease of use, customer support, feature set, and overall reliability.
See what our customers are saying about us.
The automation of forecasts and schedules has been excellent. Plus, the platform is very easy to use and has a lot of features that made our transition easy.
Webex Contact Center AI is extremely robust. The omni channel is a true game changer with the ability for your agents to assist our customers via Phone, chat or email.
Webex Contact Center's AI-based interface has greatly reduced the waiting time and helped the operators reply to students' questions quickly. Efficiency has increased after implementing Webex Contact Center and have helped reduce manpower thus reducing operating cost.
There’s a lot of advantage in an end-to-end system. Agent experience is also much easier, [and] I can scale very easily.
Customer experience success stories.
Seeking to enhance patient care and engagement, Springfield Clinic turned to Webex to migrate to an intelligent, unified cloud-based platform, reducing average handling times and improving access to care across 90 locations.
Maersk strategically embraced Webex to modernize its contact center, empowering 15,000 agents across over 120 countries with a unified, agile, and AI-ready cloud solution that resulted in significant operational efficiencies and enhanced customer experiences.
With over 2,000 agents facing over 250,000 calls per month, DB Schenker needed a modern cloud contact center solution to improve agility and streamline customer service. Webex Contact Center was the intelligent solution they needed to transform their operations.
When Columbia Bank completed a merger, they recognized the need to move to an AI-powered solution to effectively support new users and customers. With call summaries and intelligent routing, the bank now meets the demands of an expanded customer base while enhancing the experience for customers and agents alike.
Webex Contact Center works with all the best-of-breed solutions you already use. Leverage AI-powered search capabilities with connectors across many enterprise apps such as Outlook, Salesforce, and ServiceNow—made possible with Glean and Microsoft 365 Copilot.
