I'm replacing my telephony system with either NICE or Cisco Webex. I wonder if anyone has any experience with either product, if so what in your opinion, what are the pros and cons with the product and would you choose the same product again if you could turn back the clock?

We currently use WebEx but will soon migrate to the WebEx cloud. However, I also recommend considering Amazon Connect: https://aws.amazon.com/pm/connect/https://aws.amazon.com/pm/connect/

I would say that the battle for the agent desktop has been won by the CRM vendors, and to maximise return in investment I would recommend using a product that is native or very closely integrated to that vendor. I.e a Natterbox, Vonage, Amazon Connect etc.

Whilst the big vendors claim to have connectors to CRM solutions we've found these to be simple and more work is needed to get a single view of the customer. Equally, more closely aligned products allow for better omni channel automation.

My company went for a non-aligned product because we don't have a CRM from one of the big players - if this is the case for your client, I guess it makes sense to look at the two products in detail. But if they do have a enterprise CRM platform, align the CaaS product with that.

We don’t work that part – its at the local communications groups at each base. With that said, I believe some of the various other AFMC reps you have would have experience doing this, but probably all outside of AFRL.