Customers today expect fast, friendly, and personalized service, and they expect it whether they’re talking to a retail clerk, a bank teller, or a contact center representative. Delivering on these high expectations, particularly with older contact center solutions, isn’t easy.
It’s time for a new contact center—one that uses technology to help every agent and every customer. Cisco WebexВ® Contact Center is a native cloud contact center solution that enables enriched customer engagement experiences between businesses and their customers.
Webex Contact Center features include:
– Native cloud: Designed and built as a cloud solution for security, reliability, flexibility, and scalability
– Collaborative teams: Cisco voice and chat collaboration tools let agents quickly communicate with supervisors and back-office SMEs to solve customer issues the first time, every time
– Omnichannel: Agents manage all voice, email, and chat interactions from one unified desktop experience, minimizing app switching with integrated CRM and other business applications
– Cognitive and intelligent: To minimize agent workload and improve customer self-service, Cisco offers intuitive chatbot assistance with seamless transfer to an agent chat, voice or video call
– Skills—based routing: Customers are matched to the agent with the best skills to improve first-contact resolution, customer satisfaction, and net promoter score
– Reporting and dashboards: Customer interaction and agent activity data is synthesized in reports and real-time dashboards to optimize contact center operations for customer acquisition, retention, and satisfaction
