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The Cloud Contact Center from Webex
Scalability, flexibility, and Cisco-quality combine to deliver a future-proof cloud contact center solution. Keeping up with your competition and your customers will be a thing of the past as you’ll lead the line in CX and customer satisfaction with Webex Contact Center.
An out-of-the-box contact center solution that’s highly customizable to the needs and constraints of your business, Webex Contact Center has the intuitive management tools to optimize everything from your interaction routing to your agent workflows. Additionally, features like silent monitor, allow your supervisors to stay in tune with the real-time needs of your agents and customers.
The lifeblood of your contact center; your agents need tools to help them succeed wherever they are. Tools like a unified agent desktop built right into the CRM, where call logging, screen pop and click-to-dial are available out of the box.
Manage your customers and their experience from start to finish with exactly the types of interactions they need, where they look for them. AI-powered virtual agents, and intelligent skill-based routing help your customers reach the right agent at every occasion. Ultimately it's all about the customer's experience.
Optimized customer engagement
Give your agents the tools they need to more actively engage customers with an intuitive and optimized CRM-based agent desktop.
Whether from the Webex or CRM agent desktop, you can enable customer communications across voice, email, chat, and social channels from pre- to post-sale care.
The most complete collaboration suite on the market, for enriched, fully customizable, and streamlined teamwork.
Communications Platform as a Service (CPaaS)
With Webex Connect you can simply and effectively automate your outbound communication across a multitude of channels, based on your customers' specific interactions. And it can all be controlled from a single platform with an intuitive drag-and-drop UI.
Proactive engagement across channels helps you drive your customer relationships, make positive impressions, and create lasting brand sentiment.
Reach out to your customers with personalized communications by synchronizing your enterprise systems and your communication channels with Webex Connect.
Automate communications across your customer's lifetime from pre-sales to aftercare, and then use data-backed analytics to improve your automations. By continually optimizing your communication processes, you'll be actively delivering even better customer experiences.
Features
Self-service
AI-empowered virtual agents can handle routine interactions and smooth live-agent handoffs when things get to complex
Omnichannel
Meet your customers where they want to be met with email, web chat, SMS and social integration. All channels, all the time.
Unified Agent Desktop
With Webex integrating into the world’s leading CRMs you can keep your agents where they need to be – in front of your customer info.
Reporting
Agents get near real-time reports feedback, and information pertaining to their customer interactions, to help develop continuous improvement.
Routing and queue management
Intelligently route calls to the right agent for the job, no matter where they are.
Callbacks
Let your customers queue without having to sit on hold, by offering them a callback when an agent’s ready for them.
Supervisor Features
Empower your supervisors with call monitoring, recording, and barge-in functionality. Helping make every interaction a success.
Automated proactive outreach
Inform your customers automatically with notifications, based on system event triggers or personalized campaigns.
Webex Connect Flow Builder
Develop interaction flows using an intuitive builder for event-triggered communications.
Webhooks and API support
Go beyond the pre-built integrations and tailor your outbound interactions to fit your systems and communication channels.
Optimized Teamwork
A powerful VoIP solution, fully integrated into the Webex platform.
Cisco Webex Calling enables organizations to stay connected with the power of cloud calling. With Webex Calling you have all the benefits and features of traditional phone systems without all the overhead. The ability to easily forward calls to teammates, and collaborate effectively is enhanced with a raft of cloud calling features, such as: do not disturb, call waiting, simple call-to-meetings transition, and instant device switching.
Connect your teams, employees, partners, and even your customers worldwide and promote the highest quality of collaborative work with Webex Meetings. Noise cancellation, calendar integration, meeting recordings, transcription, and a host of integration options combine to make meeting hosting simpler and more productive than ever before.
Messaging is the backbone of collaborative teams; powering teamwork outside of meetings. With Webex Messaging your employees can form group spaces and send direct messages, where they can share, co-edit, co-operate and get stuff done with people within or out with your organization.
Webex Workforce Optimization transforms the supervisor experience by giving them access to more data and more powerful tools in simplified and flexible views so they are better able to lead their teams and optimize their performance.
Workforce management capabilities, evaluation and quality management components, and robust reporting and analytics tools, give your supervisors the insight and empowerment they need to lead with success.
Testimonials
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Webex Experience Management
By better understanding how your customers' interface with your brand, you can build experiences that transcend their expectations.
With Webex Experience Management, you can use your customer data to build enriched pictures of the relationships they have with your brand, unerath actionable insights and forecast what your customers need, before they even know it.
Recent Posts
What is Webex Connect?
May 20, 2022The modern consumer expects communications with brands to be convenient, efficient and personalized to their preferences. Traditionally, companies would have to spend countless resources and development hours to solve these issues on their own, often impeding business. Now, with the...
5 Common Customer Contact Center Frustrations
March 30, 2022We’ve all been there. Our package arrives, and after the initial flood of excitement, we settle into a deep disappointment as we realize there is a mistake with our order. We reach for our phone, mentally preparing to enter that...
Webex Contact Center
March 30, 2022Webex Contact Center is a cloud-based omnichannel contact center solution built to optimize agent workflows and improve the customer experience. Webex Contact Center combines skill-based routing, a highly optimized agent desktop, simple contact center administration, as well as options for...
Resources
Official Cisco Resources
Check out Cisco’s official resources for more information on the Webex Platform
Webex Contact Center
Webex Connect
Webex Customer Experience
Webinare Trainings
