Webex Contact Center vs Cisco Unified Contact Center

What’s the difference between these two Cisco contact centres?

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Webex Contact Centre vs Cisco Unified Contact Centre
Unified CommunicationsUnified Communications Reviews

Published: August 11, 2021

Rebekah Carter - Writer

Rebekah Carter

Trying to choose between the Cisco Webex Contact Center and Cisco Unified Contact Center? You’re in the right place. 

The contact centre is one of the most important tools in any company’s arsenal today, As customer experience continues to thrive as the number one differentiator for any brand, the contact centre ensures companies can respond to customer queries, reach out to clients, and strengthen loyalty.

Since different companies have unique requirements when it comes to managing the contact centre, Cisco, one of the market leaders in communication technology, has a range of tools to choose from, to help you make your transition into the scalable cloud environment. Companies can either explore the benefits of the Webex ecosystem with the Cisco Webex Contact Center, or they can examine the comprehensive Unified Contact Center environment.

What is the Cisco Webex Contact Center? Features

The Cisco Webex Contact Center supports modern companies in enhancing customer experience, with an omnichannel approach to conversations. Designed and built on the cloud, the flexible environment offers a rapid way for businesses of all sizes to make the transition into the cloud and improve business outcomes (such as conversions, retention, and revenue).

The Webex Contact Center is available either on its own, or as part of a flexible Webex plan which comes with access to migration tools, so you can transition to the cloud at your own pace, complete with access to the full Webex ecosystem for internal communications too. Some of the features of the Webex Contact Center include:

  • Omnichannel communications
  • Skills-based routing with AI innovation
  • Outbound campaigns
  • End to end encryption and security
  • Cross-channel analytics for insights into the customer journey
  • Voice, email, and chat records
  • Native cloud scalability
  • CRM integrations with leading tools
  • Expert collaboration and meeting tools (Webex Meetings)
  • Workforce optimization features
  • Reporting and dashboards with customizable metrics
  • IVR and ACD access
  • Agent and expert support and services
  • Optional metrics with “Analyzer”
  • Flexible migration for all sizes of business
  • Unified open platform environment for APIs
  • Intelligent journeys with AI context and predictive analytics

All of this technology comes from a global leader in the cloud contact centre. You can align your Cisco Webex Contact Center with a tightly integrated portfolio of other Cisco products, such as collaboration tools, calling, networking, security tools, and even project management tools. You can also align your agents on the backend with the Cisco Webex Meetings solution for video conferencing, chat, and online conversations.

What is the Cisco Unified Contact Centre? Features

Cisco’s Unified Contact Center is another innovative all-in-one approach to customer experience from Cisco. The Unified Contact Center delivers a comprehensive environment where you can track all customer conversations from different channels in one environment. The system brings together voice, web collaboration, text chat, email, and video on converged networks.

For additional insight and customer journey tracking, you also get customer relationship management integrations and connections to existing business applications within your ecosystem. Cisco can also link in your IP networks and IP-based applications. Designed to simplify the transition to a flexible omnichannel contact center, the Unified environment provides an IP-based solution to integrate all of your inbound and outbound applications in one intelligent space. Features include:

  • Customer profile routing for intelligent interactions
  • Agent desktop applications and guidance
  • Web interaction management
  • Synchronised conversations across all channels
  • Email interaction management for volume emails
  • Outbound option for outbound campaigns
  • AI business logic to help with routing and team management
  • CTI with minimal development needs
  • Universal queue to report on agent activities
  • Real-time insights into agent performance
  • Report agent support
  • Unified IP IVR with self-service applications
  • Customer voice portal with TDM
  • Streamlined administration
  • Mission-critical call centre reporting
  • Comprehensive web-based interface

The Cisco Unified Contact Center takes advantage of all the latest industry-standard platforms for contact centre hardware too. This ensures you can build the perfect contact centre for your needs without compromising on your budgetary requirements. The solution can scale easily without causing any issues with your existing technology, and there’s access to features for self-diagnostics and self-healing to keep your contact centre running at all times.

Choosing Your Contact Center

Both the Cisco Webex Contact Center and the Unified Contact Center from Cisco share a lot of the same features. Both solutions have the same high-quality security systems in place to encrypt conversations and protect customer data, as well as business operations. You get access to features like Cisco Security Agent, and both tools can include support and service from the Cisco team.

Both Cisco Contact Centers are also extremely intelligent, with access to features to empower and support your agents with the latest integrated information. You can enable smart routing features and have your contact centre suggest adaptations to processes based on your workflow. You can even set up predictive analytics to help determine what might happen with customers in the future.

The Cisco Webex and Unified Contact Center are both omnichannel approaches to customer service, with end-to-end analytics and insights into the customer journey, excellent technology for agent management, and a host of integration options, so you can connect to the tools you already use. Plus, both solutions are designed for use with a range of the leading hardware in the contact centre market.

On top of all that, the two contact centres also work perfectly with existing Cisco technology and give you the freedom to migrate to the cloud at your own pace.

Which Contact Center Should You Choose?

Both the Cisco Webex and Unified Contact center will give you access to a wide range of fantastic customer experience solutions from the Cisco landscape. With these tools, you can build a future-proof solution for the contact centre, with access to all kinds of AI innovations and unique tools. 

If you’re starting your journey into the cloud from scratch or already have a basic contact center you want to transform, the Unified Contact Center is probably the right tool for you. If you have an investment in Cisco Webex technology already, consider the Webex Contact Center for its flexible and collaborative environment. 

 

 

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