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Cisco Customer Journey Platform

Transform your contact center

Turn your contact center into a strategic business asset with Cisco’s omnichannel cloud contact center solution that uses predictive analytics to lower operating costs and improve business performance. Whatever key performance indicators you use to measure the success of your contact center, the Cisco Customer Journey Platform will help you monitor, manage, and optimize your customer interactions for them.

Features

Native cloud

Designed and built from the ground up as a cloud solution, the Cisco Customer Journey Platform brings your business the innovation, flexibility, and agility of the cloud with the security and scalability you’ve come to expect from Cisco.

Omnichannel

All your customer interactions—voice, email, and chat—in a unified environment for a seamless experience for agents and customers. During every interaction, your customer’s cross-channel history is displayed to the agent so that they can deliver customer service in-context.

360° customer journey analytics

Cross-channel and cross-system analytics give you valuable insight into the customer experience at each stage of their journey. With this knowledge, you can optimize contact center operations for customer acquisition, retention, and satisfaction.

Predictive analytics-based routing

Customer and agent matching uses big data analytics to understand your customer’s journey to date, predict their need 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.

Expert collaboration and communications

On-demand voice and chat collaboration with other agents, managers, and subject matter experts—from within the agent desktop—helps solve those difficult customer issues, improves your first call resolution rate, and makes for happy, satisfied customers.

Agent active in a call center

"With the CJP 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

Improve your results with services

Connect culture, process, and technology to bring the collaboration experience to life.

Resources

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