Designed and built from the ground up as a cloud solution, Cisco Webex Contact Center brings your business the innovation, flexibility, and agility of the cloud with the security and scalability you have come to expect from Cisco.
All your customer interactions—voice, email, and chat—are unified, providing a seamless experience for your agents. During every interaction, your customer's cross-channel history is displayed so your agents can deliver more personalized customer experiences.
Cross-channel and cross-system analytics offer insights into every stage of your customer’s journey on your cloud and on-premises contact centers. With this knowledge, you can optimize contact center operations for customer acquisition, retention, and satisfaction.
Customer and agent matching uses big data analytics to understand your customer's journey to date, predict their needs based on the stage of their journey, and match them with the best available agent to meet that need and deliver the best business outcome.
Allow our Customer Virtual Assistant intelligent BOT self-service capability to handle simple and repetitive requests. This reduces agent workload so they can spend more quality time helping customers with more complex requests.
Built-in voice and chat collaboration with other agents, managers, and subject matter experts helps solve difficult customer issues, improve your first contact resolution rate, and makes for happy, satisfied customers.
Improve first contact resolution by embedding contact center functionality within the business app experience. Improve agent productivity and remove the chaos of app switching.
"With the Cisco offering, it's a shot across the bow to all other cloud contact center offerings out there. Cisco is in the game, and they're taking it very seriously. We feel like they are giving us the support that we need to be successful."Kip Carman, Director of Sales Engineering, Veracity Networks