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Cisco Webex Contact Centre

Ready for the cloud?

Cisco Webex Contact Centre brings your business the innovation, flexibility, and agility of the cloud with the security and global scalability you have come to expect from Cisco.

Cognitive and collaborative

Empower your agents with data-driven, artificial intelligence capabilities so they can deliver personalised customer experiences.

Features

Cloud

Cloud contact centre gives you improved agility, flexibility, scalability, security, capital efficiency, innovation, and customer success.

360° customer journey analytics

Cross-channel and cross-system analytics offer insights into every stage of your customer's journey on your cloud and on-premises contact centres. With this knowledge, you can optimise contact centre operations for customer acquisition, retention, and satisfaction.

Omnichannel

All of your customer interactions, including voice, email, and chat, are unified, thus providing a seamless experience for your agents. During every interaction, your customer's cross-channel history is displayed so your agents can deliver more personalised customer experiences.

Predictive analytics-based routing

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.

Cognitive and intelligent

Want to minimise agent workload? Provide your customers an intuitive chat BOT self-service option, with seamless transfer to an agent chat, or voice or video call when needed.

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 centre functionality within the business app experience. Improve agent productivity and remove the chaos of app switching.

Hear from Veracity Networks

With the Cisco offering, it's a shot across the bow to all other cloud contact centre 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

Accelerate your results

Improve your ROI with contact centre experts who can take your solution to the next level.

Resources

For partners

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View partner enablement activities for Webex Contact Centre.