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Cisco Webex Experience Management Data Sheet

Data Sheet

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Updated:June 18, 2020

Available Languages

Download Options

  • PDF
    (411.8 KB)
    View with Adobe Reader on a variety of devices
Updated:June 18, 2020
 

 

Cisco Webex Experience Management (formerly CloudCherry) is Cisco’s next generation Customer Experience Management (CEM) solution that improves customer and agent experiences by giving businesses greater insight across the entire user journey, by mapping their experiences across all touchpoints in the organization before, during, and after the contact center interaction, consolidating the data that was once siloed, and using predictive analytics to make informed decisions on how to improve customer and employee experiences that will create positive business outcomes.

Product overview

In an economy where customer experience trumps price and product, the Webex® Experience Management platform helps organizations exceed customer expectations and deliver business outcomes through its three pillars of customer experience:

     Measuring the customer journey - Understanding the customer experience through a continuous collection of moments across their journey

     Obtaining a 360-degree view of the customer - Bringing disparate data together to enable actionable insights, proactive support, and advanced marketing automation

     Becoming predictive - Understanding predictively how changes to the customer experience will affect outcomes and impact financial metrics

Webex Experience Management is a cloud application that can help you understand your customers’ needs and improve your products or services to meet their expectations. Here's how the solution can help you delight your customers today:

     Step into your customer’s shoes with our customer journey map and visualize their experience

     Track and measure metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT)

     Collect actionable customer feedback with our end-to-end customer experience (CX) dashboard

     Uncover the root cause of good, bad, or terrible customer service

     Get instant email alert updates on feedback and trends

     Respond to negative feedback in real time using tickets and reduce churn

     Leverage our predictive tools to anticipate customer needs and improve loyalty

Features and benefits

Table 1.           Core features

Feature

Benefit

Customer journey

  Develop a better understanding of customers and their needs
  Identify gaps in the experience of customers at various touchpoints
  Identify operational inefficiencies and works toward fixing them
  Encourage cross-departmental coordination to improve customer experience
  Understand macro and micro journeys

Role-based dashboards

  Know the pulse of your customers
  Track performance improvements over time
  Spot patterns in what customers are saying
  Gain richer, actionable insights
  Helps prioritization of work
  Learn if concerns are consistent or trending over time
  Drill down into these concerns
  Look at suggestions by customers
  Compare performance across different customer journeys
  Uncover underserved segments of customer journeys
  Compare performance with industry peers
  Create and share dashboards across the organization with granular data access

Notifications and loop closure

Closing the loop with your customers is a critical feature in any modern CEM platform

  Webex Experience Management delivers real-time alerts to the right people, when they need them.
  Use the workflow builder to notify frontline employees when action is needed and keep stakeholders at all levels in the loop.
  Close both outer and inner loops with ticketing and diagnostic surveys. Understand systemic issues and proactively address them.
  Close the loop with customers on the move with the Experience Management mobile applications

Analytics

  Text analytics - Webex Experience Management has three levels of text analytics: Word Cloud, Sentiment Analysis, and Theme Analysis. Our advanced text analytics uses Artificial Intelligence and Machine Learning (AI/ML) to diagnose both theme and sentiment of a customer’s unstructured data for high levels of accuracy. These help users understand what customers are talking about and identify blind spots in experience measurements.
  NPS Impact Analysis- This enables you to estimate the causal impact of all aspects on the overall customer experience and prioritize actions.
  The Most Liked and Disliked widget helps you understand how your customers have rated you. This is based on calculating the average scores about different aspects of your performance posed in rating questions.

Path and predictive analysis

  Path and predictive analysis offer a highly data science-driven, predictively analytical CEM program that can not only help you understand the present, but interactively forecast the future.
  Effective application of predictive analytics can lead to more proactive business decision making and improve predictability around business decisions impacting customer experience.
  Interactive forecasts can be made using the direct and indirect relationships that are found between any of the influences.

Flat table and crosstab

  Discover patterns in data by side-by-side analysis
  Understand significant offsets in data by T-test analysis
  Analyze various cuts in the data with flexibility to visualize in various charts types and publish widgets

Statistical analysis

CEM research tools are for data analysts and data scientists. The following analysis can be performed on the feedback data:

  Correlation
  Linear regression
  Logistic regression
  Significance T-test
  Path analysis
  Decision trees
  Random forest
  K-means clustering
  Structural equation modeling
  Confirmatory factor analysis
  Topic modeling
  Through the Experience Management R SDK

Reports

  Reports can be downloaded in various formats, such as Excel, pdf, PPT, etc.
  Better collaboration and metric tracking with scheduled reports
  Flexible and Do-It-Yourself (DIY) setup of reporting
  Custom reports via ready integration with R

Questionnaire builder

  Use a fully customizable, DIY questionnaire builder to design surveys
  Customize visual elements to align it to your brand
  Gain flexibility to ask the right questions to customers in the right way with support from more than 25 question types
  “What you see is what you get” (WYSIWYG) is made possible with live preview as you design your questionnaire
  Automatic suggestions are based on machine learning to optimize your questionnaire
  Roll up all data together across multiple surveys by cloning questions

Survey invitations

  Send invitations across multiple journey channels, giving end customers the choice in how they can interact with your business
  Manage organizational corporate communication policies for invitation dispatch such as time-of-day communication windows, channels for communication, and campaign workflow rules for follow-up messages
  Businesses operating in countries with government or industry regulations that require PII to be processed in region can run a fully complaint solution
  Run a completely secure, zero PII solution with a private cloud instance that processes PII and dispatches invitations

Channels

Multiple channels to reach customers and listen at touchpoints where they are. Some popular touchpoints include:

  Email/SMS link
  Email embed
  Email signature survey
  Add a survey tab to your website
  Domain hosted
  Micro survey
  QR code
  CEM inbox
  Interactive Voice Response (IVR)

Integrations

Out-of-the-box integrations to ingest data from other systems:

  Freshdesk
  Salesforce
  Zendesk
  Capillary
  Gupshup
  Amazon S3 and many more

Metric widget library

  Create and manage a library of various types of widgets - Canned, Basic, Composite & Flat-table
  Create once and reuse. Once created by an admin, these widgets can be added by any user to their dashboards provided they have the access rights.

Sampling modes

  Fast processing mode for fast and accurate real-time analysis of data against a statistically valid random sample
  High-precision mode for analysis on the entire universe of responses for more granular analysis

Historical data upload

  Speed to insights with seamless upload of historical data
  Standard and easy Excel format to export and import data from other systems

Enterprise security

High level of enterprise controls to align with business security policies

  Enforce minimum password length and character requirements to make sure your users use a strong password
  Set password age and policy
  Enable two-factor authentication
  PII redaction in responses
  Single Sign-On (SSO) sign-in

Users and enterprise roles and department

  Control organization-wide, granular data access with a flexible structure of departments, roles, and users
  Create complex organizational hierarchy structures, including matrix organizations
  Apart from data access, control permissions to different modules, widgets, spaces, reports, etc.
  Easily create and manage access rights with bulk operations

Data residency

  The Experience Management Platform provides more than 5 global locations from which CEM programs can initiate and run operations. These enable security-conscious businesses to maintain control over the location where regulated data and documents physically reside.

Mobile app

  Access the Webex Experience Management Insights Center on the go.
  Check pulse, monitor trends, and track impact out of your pocket with iOS and Android apps.
  Frontline employees can close the loop with customers on the go.

Integration with Cisco® Unified Contact Center Express and Cisco Unified Contact Center Enterprise

  Customer Experience Journey - Move from a transactional approach to a real-time customer experience journey view across physical, digital, and IoT interactions with rich, layered operational and transactional context.
  Post-call surveys can be used to collect customer feedback via IVR, SMS or email, asking respondents how satisfied are they with their contact center experiences. A voice survey can be initiated when an agent disconnects from the caller, automatically re-directing the call to an IVR survey.
  Customer Experience Analytics –These analytics help agents understand their performance, such as where they’re doing well and where they could improve. AI-based text analysis provides patterns about what customers are mentioning and trending patterns.
A supervisor can view data split by teams and agents. Insights from ‘Like-Dislike’ and ‘Impact Analysis’ help supervisors identify areas for improvement and also help prioritize actions based on what actions will drive their key metric.

Availability

Webex Experience Management will initially launch in the Americas and APJC regions, followed by EMEAR (re-certification on GDPR) in the following countries:

Americas: Brazil, Canada, and United States of America

APJC: Australia, Hong Kong, India, Indonesia, Malaysia, Philippines, Singapore, and Thailand

EMEAR: Bahrain, France, Germany, Jordan, Kuwait, Lebanon, Netherlands, Qatar, Saudi Arabia, Turkey, United Arab Emirates, and United Kingdom

Technical support services

For the duration of the subscription, Cisco offers unlimited 24x7 access to technical support in English for break/fix issues via phone, web, or email within one business day for lower-severity cases, and within a 60-minute initial response time for severity 1 and 2 cases (“Basic Support”). Basic Support includes access to the knowledge base, as well as all software updates and upgrades during the term. For more information about Basic Support, see the services description for Cisco Software Support Services.

Offer overview

Webex Experience Management is a single subscription that gives you access to Cisco’s Webex Experience Management services and software. It offers your customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support.

Details can be found in the ordering guide.

Maturity models

The offer is based on presenting a Customer Experience Management (CEM) maturity model with three levels: Listen, Analyze, and Predict. Each maturity level has an included set of capabilities (see Table 2).

Table 2.           Included features in each maturity model

Feature

Listen

Analyze

Predict

Survey invitations

Included

Included

Included

Downloadable reports

Included

Included

Included

Impact analysis

Included

Included

Included

Path analysis

Included

Included

Included

Cross tabs

Included

Included

Included

Unlimited alerts

Included

Included

Included

Metrics widget library

Included

Included

Included

1 dashboard per named user

Included

Included

Included

3 years real-time data archive

Included

Included

Included

Standard ML text analysis

Included

Included

Included

On-premises CLI dispatcher

Included

Included

Included

Predictive analysis

N/A

N/A

Included

Advanced security (PII masking/redaction, BYO key)

Optional for purchase

Included

Included

Number of CX lead users

5 included

10 included

25 included

Number of named users

Optional for purchase

Optional for purchase

Optional for purchase

Channels available

Maximum of 5

Maximum of 10

Unlimited

Number of responses

5000 + 100/
named user

25,000 + 100/
named user

75,000 + 100/
named user

Scheduled reports

N/A

1 per named user

1 per named user

Third-party invitations (IVR, SMS, email, etc.)

Customer-provided

Customer-provided

Customer-provided

Deep learn text analysis

Optional for purchase

Optional for purchase

Optional for purchase

Historical data upload

Optional for purchase

Optional for purchase

Optional for purchase

Cisco environmental sustainability

Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.

Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:

Sustainability topic

Reference

Information on product material content laws and regulations

Materials

Information on electronic waste laws and regulations, including products, batteries, and packaging

WEEE compliance

Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.

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Document history

New or revised topic

Described in

Date

First publication of data sheet

N/A

June 10, 2020

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