Webex Contact Center Review – Discover CCaaS from Cisco

Customer experience with Cisco Webex

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Webex Contact Center Review - Discover CCaaaS from Cisco
Unified CommunicationsUnified Communications Reviews

Published: July 29, 2021

Rebekah Carter - Writer

Rebekah Carter

There’s no denying the value (and importance) of the contact centre in today’s world. More than just a place for dealing with customer issues, the contact centre is at the heart of every brand’s relationship with their community. That’s why companies like Cisco are working so hard to make the contact centre flexible, agile, and intelligent.

The Cisco Webex Contact Center is a cloud-focused solution for customer support and sales, built within the versatile Webex environment. Designed to work alongside things like Webex Meetings for internal coloration, and capable of scaling worldwide, Cisco’s solution is ideal for digital transformation.

The Cisco Webex Contact Center promises companies the agility, innovation, and flexibility of the cloud, while still providing reliability and security. Today, we’re going to take a closer look at the Cisco Webex Contact Center, and what it can do.

Cisco Webex Contact Center: Features

The Cisco Webex Contact Center is an intelligent and efficient tool for customer service, offering access to new ways of interacting with customers. Like the rest of the Webex platform, the CCaaS solution leverages some of the latest innovations from Cisco, such as cognitive AI and 360-degree analytics for deeper audience insights. 

Built entirely on the cloud, this is a contact centre ready for the new age of work. The flexible environment can scale at your pace, with the option to add new numbers and features as you go. You can also purchase the Webex contact center alone or access it alongside a variety of other Cisco tools. 

Features include:

  • Cognitive and collaborative ecosystem with AI enhancements
  • Complete cloud-based communications
  • Omni-channel environment with multiple channels
  • Outbound campaigns for sales
  • End-to-end security and encryption
  • Cross-channel insights and analytics
  • Voice, chat, and email records
  • Global scalability
  • Integrations with leading CRM tools
  • Predictive analytics and big-data reporting
  • BOT self-service options
  • Intuitive video conferencing
  • Built-in collaboration for back-end teams
  • Workforce optimization tools
  • Reporting and dashboard metrics
  • ACD and IVR access
  • Optional insights with the “Analyzer” service
  • Expert support
  • Flexible migration options
  • Unified open platform with API access
  • Intelligent journeys with AI context

The Cisco Webex Contact Center promises to help companies strengthen their relationships with all kinds of customers in a changing environment. If you’re ready to move your entire contact centre to the cloud, or you just want to start a slow migration, the Cisco team will build a strategy that works for you. There’s also the freedom to link in other Cisco Webex functionalities, like Webex Meetings, agent scheduling tools, quality management and more. 

Cisco Webex Contact Center: Benefits

Cisco’s Webex Contact Center is a comprehensive omnichannel system in the cloud, capable of aligning the customer experience strategy for any company. You can improve first-contact resolution by adding contact centre functionality to the business app experience with Cisco’s help, and access built-in chat and voice collaboration tools to keep teams aligned. 

There’s also extra support available from the Cisco Team from any company looking to accelerate their contact centre results. The professional services available from Cisco include access to success management experts, and cloud migration guidance. Some of the major benefits of using the Cisco Webex Contact Center include:

  • Omnichannel cloud environment: The Cisco Webex system is built for the age of flexibility, which means you can scale and build your contact centre easily within the cloud. What’s more, you’ll be able to add in all the channels your customers are already using to innovate online. This includes voice, email, and chat, all unified in the same space for a seamless experience for both your agents, and customers
  • Excellent analytics: Cisco ensures you’re always ready to optimise and improve your customer service, with in-depth analytics for the entire customer journey. Because the Webex contact center offers a cross-channel approach to communications, it’s easy to track the customer journey through each channel, collecting more information as you go. The more data you see, the easier it is to boost customer acquisition, retention, and satisfaction
  • Intelligence: Intelligence is built into the Webex portfolio from the ground up. There are cognitive AI enhancements intended to bring more context to conversations. You can also create bots for self-service and implement seamless solutions for transitioning from a virtual assistant to a real human agent in seconds. Predictive analytics and intelligent routing are also valuable tools in the Webex ecosystem. You can even send customers to agents based on previous conversations
  • Excellent collaboration: As part of the Webex environment, the Cisco Webex Contact Center also aligns perfectly with Webex Meetings, and functionality for internal collaboration. Voice, video, and chat collaboration means that teams can connect with subject matter experts, helping to solve customer issues faster, and improve first-contact resolution rate. The better the team work, the better the customer service
  • Seamless integrations: Customise and enhance your Webex contact center with integrations to all the tools you’re already using. Webex gives you the freedom to make connections between various powerful tools, including leading CRM systems. Seamless integrations help to overcome the issue of app overload

Cisco Webex Contact Center review: Verdict

The Cisco Webex contact center is an immersive omni-channel solution for customer service, built in the cloud. Designed for the new age of customer experience. Cisco’s Webex contact center not only enhances customer interactions, but empowers agents too. With a connection to the Webex Meetings and collaboration tools from Cisco, you’ll be able to bring team members together more efficiently to address complex issues with speed. 

The Cisco Webex Contact Center also comes with a host of intelligent and innovative tool to upgrade performance and productivity. You can route customers to agents based on their previous service history, and connect your contact centre to your CRM for more contextual conversations. There’s even the option to easily switch between channels to meet your audience wherever you are.

If you’re already using Cisco Webex for your collaboration solutions, it only makes sense to jump into the environment for contact centre communications too. Collaborative contact centres are here to stay. 

 

 

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