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Webex Experience Management Solution Brief

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  • PDF
    (1.2 MB)
    View with Adobe Reader on a variety of devices
Updated:November 2, 2020

Available Languages

Download Options

  • PDF
    (1.2 MB)
    View with Adobe Reader on a variety of devices
Updated:November 2, 2020

Table of Contents

 

 

Make the world a more delightful place for your customers

Taking your customer experience to the next level requires a whole new outlook on how you manage Customer Experience (CX). Filled with powerful features to help you understand your customer better, Webex Experience Management brings insights into the hands of the practitioners in an easy-to-use platform. At Cisco, we believe that modern organizations should use the three pillars of customer experience to provide best-in-class experiences:

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Customer journey mapping

Customer journey mapping

Our team of customer success managers help design your customer journey map, and then build it directly into Webex Experience Management, including diving deep into micro-journeys. Rather than receiving a report that sits in a drawer and never influences the CX strategy, our in-product journey map allows teams to measure the CX along the entire journey.

Path analytics

Path analytics

The drivers of CX are like a ball of yarn—complicated and interwoven. Path Analysis untangles it for you, so you can see exactly what string to pull to get the results you want. Visually dive deeper into the attributes that directly impact CX and financial metrics, including the indirect attributes that impact results. This is where you really find out what levers you need to pull to achieve the best possible outcomes.

Predictive analytics

Predictive analytics

Imagine how easy it would be to get budget approvals from your manager or your executives if you knew exactly what the outcomes would be. This is exactly what you can do with Webex Experience Management Predictive Analytics. Understand how potential changes to your customer experience will affect business outcomes and impact financial metrics—before you even commit to them.

Theme analysis

Theme analysis

The days of reading every comment and review are in the past. 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.

Ticketing

Ticketing

Closing the loop with your customers is a critical feature to any modern CX 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.

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Cisco

Both setting realistic expectations and delivering on them is the cornerstone of creating the ultimate customer experience. By bringing the three pillars together, businesses can build a Customer Experience Management (CEM) program that delivers results.

Why Cisco

Cisco is a global leader in cloud contact centers, delivering the most complete contact center portfolio powered by best-of-breed artificial intelligence technologies, combined with world-class cloud calling, meetings, team collaboration, and customer experience management solutions, and the most advanced audio/video devices and headsets.

Cisco is the market-share leader for contact centers. Cisco has more than 30,000 loyal customers and more than 3 million agents installed globally.

Cisco Capital

Flexible payment solutions to help you achieve your objectives

Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. Learn more.

Call to action

Learn more about Webex Experience Management at: https://cisco.com/go/cxsuccess.

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