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