Cisco Webex Contact Center
Overview
Cisco Webex Contact Center is a unified, cloud-based omni-channel solution designed to transform customer experiences and improve business outcomes. It supports voice, email, and chat interactions, with features like predictive analytics, workforce optimization (WFO), outbound campaigns, and speech-enabled IVR.
Key Features
- Native Cloud:
- Built for security, visibility, flexibility, and scalability.
- Omni-Channel:
- Unified voice, email, and chat interactions for seamless customer experiences.
- 360° Customer Journey Analytics:
- Tracks and analyzes customer experiences across all channels.
- Predictive Analytics-Based Routing:
- Matches customers with the best available agent based on their journey stage.
- Expert Collaboration:
- On-demand voice and chat collaboration with agents, managers, and experts.
- CRM Integrations:
- Uses CRM data for routing and screen pops.
- WFO Suite:
- Includes quality management, dynamic scheduling, and customer insights through analytics.
- Outbound Campaigns:
- Supports preview and progressive dialing.
Benefits
- Sales Optimization:
Identify top-performing agents and improve operations. - First Call Resolutions:
Enable agents to collaborate with experts in real-time. - Customer Satisfaction:
Predict needs and connect customers to the best agents. - Customer Retention:
Identify at-risk customers and connect them with retention specialists. - Operational Efficiency:
Balance call loads across locations and teams. - Marketing Effectiveness:
Use analytics to measure campaign success. - Agent Productivity:
Equip agents with tools, resources, and customer histories. - Lower Costs:
Reduce total cost of ownership by moving to the cloud.
Agent Types
- Standard:
- Essential features for voice-only call centers, including inbound/outbound voice, call recording, IVR, and basic CRM connectors.
- Premium:
- Includes all Standard features plus omni-channel communication (chat, email), multi-channel analytics, and supervisor monitoring.
Cisco Capital
Flexible payment solutions are available to help businesses acquire the right technology with predictable payments, reducing total cost of ownership and accelerating growth.
