The All-New Webex Contact Center
Core Values
The all-new Webex Contact Center is built for the future of customer experience, with four core values at its heart:
- Delightful Customer Experiences: Digital-first engagements informed by customer experience management.
- Intelligent Super Agents: AI-powered assistance and an intuitive agent experience.
- Flexible Customizable Platform: Enterprise-grade, out-of-the-box ready, and fully customizable.
- Collaborative Contact Center: Complete collaboration suite for team engagement.
Webex Contact Center Features for Customer Delight
- Customers can connect via their preferred channel: chat, text, social, email, or call.
- AI-powered voice and chat virtual agents provide 24/7 self-service with seamless transitions to live agents.
- Customer contact history ensures agents are context-aware, and customers never have to repeat themselves.
- Webex Experience Management surveys capture customer sentiment and provide insights.
Super Agents
- AI-powered assistance and a modular agent desktop simplify the agent experience.
- Tools include real-time transcription, call summarization, and context-driven guidance.
- Agents can tailor interactions based on customer feedback and history.
- Webex Workforce Optimization includes workforce management, quality management, and analytics.
Flexible Platform
- Fully customizable, enterprise-grade platform with horizontal scalability.
- Drag-and-drop flow control builder for customization without IT dependency.
- Open APIs for integration with CRM and business applications like Salesforce, Microsoft Dynamics, and Zendesk.
- Cloud data analytics for real-time and historical reporting.
Complete Collaboration
- Webex messaging, video, and call tools connect agents with subject matter experts.
- Integration with Webex Control Hub simplifies management of collaboration services.
- Extended calling options include PSTN, Webex Calling, and Webex devices.
Why Webex?
Cisco is a global leader in contact centers, offering:
- Omnichannel contact center-as-a-service (CCaaS) for businesses of all sizes.
- Advanced cloud services like AI, data analytics, workforce optimization, and CRM integration.
- The most complete collaboration suite, including cloud calling, meetings, and contact center solutions.
Key Stats:
- #1 in cloud/hosted contact center market share.
- 3.6M contact center agents supported.
- 30M cloud calling users.
- 54% video devices market share.
