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Customer Collaboration

Customer Care

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Cisco Unified Contact Center Products


Customer care creates the foundation for positive customer service, a primary factor in building a stronger business.

    • Cisco SocialMiner  New

      • Provides a social media campaign management solution
      • Monitors the social web for relevant public customer postings and helps you engage with customers proactively
      • Offers context about customers by providing a social screen pop to customer service agents or other responders
      • Helps you manage your brand by monitoring and responding to social media posts from customers who need assistance
    • Cisco Finesse  New

      • Integrates traditional contact center functions into a thin-client desktop for contact center agents and supervisors
      • Cisco Finesse is completely browser-based and requires no client-side installations
      • A single customizable Web 2.0 interface helps customer care providers to easily access multiple assets and information sources
      • Open Web 2.0 APIs simplify the development and integration of value-add applications and reduce the need for development expertise
    • Media Capture Platform  New

      • Captures, stores, and processes multimedia on a unified network platform, which reduces operational expenses
      • Enables live monitoring of conversations to help contact center supervisors assist agents in resolving caller issues
      • Provides APIs for real-time speech analytics to help customer service representatives assist callers more effectively


All Customer Contacts Products

Cisco Unified Contact Center Products

Customer care creates the foundation for positive customer service, a primary factor in building a stronger business.


Cisco Unified Voice Self-Service Products

Open-standards support for speech recognition allows you to deliver self-service as standalone IVR system or integrated with contact center.


Infrastructure

Enhance conferencing solutions through the use of the cloud or with on-premise components.


Collaborate with Your Customers

Customer Collaboration Solutions help create the foundation for positive customer service, a primary factor in building a stronger business. Cisco Customer Care products can help you:

  • Escape from the largely reactive mode of traditional call centers and engage more proactively with your customers
  • Promote true customer intimacy, satisfaction, and loyalty
  • Connect people with the information, expertise, and support they need when and where they need it most

Transform customer care from simple phone transactions to unique, rich collaboration experiences that can be customized to meet the needs of individual customers. Cisco Customer Collaboration Solutions and products help your business in four critical ways:

Build Competitive Advantage

Use voice, web, email, video, chat, analytics, and social media to personalize customer service.

Accelerate Time To Resolution

Advanced communications help agents quickly identify and resolve potential problems.

Enhance Customer Satisfaction

Help customers quickly access agent assistance.

Increase Revenue Opportunities

Create more productive sales opportunities.

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At a Glance

Collaborate with Confidence

Cisco Collaboration Solutions can help you address today's business challenges and build competitive advantage by:

  • Transforming business interactions with real-time voice and video communications
  • Quickly forming dynamic teams to make better decisions, faster, regardless of location
  • Increasing customer responsiveness with instant access to company experts
  • Securely connecting, communicating, and collaborating across traditional corporate boundaries

Face Today's Business Challenges

The nature of work is changing rapidly. Multiple trends are changing the way that people interact and do business, including:

  • More mobile, dispersed workforces
  • An explosion in content and devices
  • More cross-organizational teaming and processes
  • Proliferation of video communications
  • Social software being used at work

Prepare for the next breakthroughs in innovation and efficiency. It's time to embrace these new trends, actively engaging employees, partners, and customers to work more closely together, anytime, anywhere, in a more natural and integrated way.

Learn More (PDF - 259 KB)

Featured Case Study

  1. Retailer Adds Contact Center Flexibility

    Learn how 1-800 CONTACTS uses Unified Contact Center Enterprise: a single queue handles inbound calls, emails, and outbound calls to verify contact lens prescriptions.

Let Us Help

Customer Collaboration

Improve customer care with social media, recording and analytics, video, and web-based agent desktops.

Learn More (PDF - 724 KB)

Book Preview: Enhancing Customer Experiences

Preview a chapter from our new book about how to benefit from customer collaboration.

Learn More (PDF - 134 KB)

Cisco and Salesforce.com Customer Interaction Cloud

Run your contact center completely in the cloud.

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Elevate Customer Care

Learn how running your contact center in the cloud can benefit your company.

Learn More (PDF - 3 MB)