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Cisco Webex Contact Center |
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Cisco Webex Contact Center |
From a Cisco Webex Contact Center Specialisation Partner
For organisations today, one of the key factors in driving success is through outstanding customer service. Gone are the days when customer interactions are just over the phone. Nowadays, customers expect to be able to contact organisations in the way they want, whether that is through text, online chat, social channels, emails or over the phone. To enable success, organisations need a cloud contact centre solution that will seamlessly integrate all of these interactions in one place, providing agents with the context they need to deliver the highest levels of customer service.
A next generation cloud-based contact centre
Created entirely as an omnichannel cloud contact centre solution Webex Contact Center utilises the security and scalability of the Webex backbone, delivering 99.99% uptime for a reliable, risk-free, globally available contact centre service. As a cloud service you are always on the latest version of software with no need for patching or upgrades. With a low CapEx outlay and predictable OpEx subscription, Webex Contact Center provides organisations who are looking into contact centre phone systems with a cost-effective way to differentiate your business through the excellence of service you offer to your customers.
Deliver a Positive Customer Experience
Webex Contact Center allows customers to contact you the way they want to, whether that is a phone call, email, SMS, or web/social chat. Automation and Artificial Intelligence (AI) give customers 24/7 access to intuitive AI-powered voice and chat virtual agents which are both conversational and easy to understand.
This allows for self-service, with no need for customers to go into a queue, thus reducing wait times. With a seamless transfer from virtual to human agent when required, skills-based-routing ensures the best placed agent will continue with the customer interaction and will have all customer data presented to them when they accept the contact.
Improve agent productivity
A single interface and consistent user experience across all communications channels reduces the number of apps an agent needs to operate and provides full context awareness. Integration with business applications such as Salesforce, ServiceNow, Microsoft Dynamics and Zendesk means agents are presented with the information to understand exactly where the customer is on their journey and tailor their responses accordingly.
Allow agents to work from anywhere
As a complete cloud contact centre solution, Webex Contact Center is managed from a simple cloud interface (Control Hub), and all agents have exactly the same capabilities regardless of their physical location and endpoint. Automatic Call Distribution (ACD) features work the same for all agents, whether they are in the office or working remotely from home and supervisors can continue to record and monitor calls for all agents in all locations.
Improve performance of your contact centre
Webex Contact Center allows managers and supervisors to drive continual improvement in customer service through effective KPIs. Predictive analytics driven routing anticipates the best possible destination for the customer interaction, such as most suitable agent or prioritising callers based on their customer status, likelihood to buy or likelihood to end the call. During calls agents have access to on-demand collaboration with Subject Matter Experts to ensure they resolve the customer issue.
Easily manage the quality of your service and identify areas for improvement
A key benefit of this call centre telephony solution is the visibility it offers on performance. Detailed statistical information in the form of real time and historical reporting dashboards allows managers to see and measure KPIs across media channels. Managers can also silently monitor live calls, and search and replay past recorded calls to proactively assess the service being delivered. Work Force Management tools allow managers to use information to proactively manage shift patterns to address the volume demands of the contact centre.
Bringing you
Webex for
Cinos Cloud
We’re proud to partner with Cisco to bring you a fully integrated collaboration experience with Webex for Cinos Cloud.
To learn more about the service, the packages, capabilities and devices please follow the link:
Webex Contact Center Capabilities
Contact centre telephony packed with feature-rich capabilities
Native cloud
As a product that is designed and built specifically for the cloud, Webex Contact Center provides a secure, flexible, and scalable solution whilst reducing the complexities and costs when compared to other call centre telephony products. Managed from a single cloud interface, administration and onboarding is a simple, consistent process.
Omnichannel
Deliver a first-class customer service experience with voice, email and chat communications unified in a single environment. Instantly see the historical interactions of any customer, giving your agents, managers, and administrators the context they need to deliver the highest levels of customer service.
Analytics driven routing
By collecting and analysing data about the interaction at the outset the contact centre phone system is able to apply intelligence to routing and connect customers with subject experts who can answer queries quickly and efficiently. Whether this is to find the most skilled agent, best performing agent, or agent with a particular affinity with the customer, or whether it is to prioritise customers based on their likelihood to buy or to become frustrated and end the call. In any scenario, Webex Contact Center will ensure customer interactions are routed to the most suitable destination.
Agent and expert collaboration
The ability to provide cross department collaboration with managers or subject matter experts utilising Webex collaboration tools enables the whole team to provide an outstanding customer experience with probable first contact resolution.
Business application integrations
Integrate Webex Contact Center with CRM systems and other business applications to optimise your customer service. Pre-built connectors for applications such as (but not limited to) Salesforce, Microsoft Dynamics and Zendesk optimise contact centre performance and increase the chances of first contact resolution.
Analytics and reporting
A comprehensive easy to navigate reporting and analytics dashboard gives contact centre managers and supervisors the data needed to assess contact centre performance across all communications channels and identify areas for improvement. Historical reporting provides retrospective data around agent and queue performance and real-time reporting and dashboards give managers the ability to deal with any quality or service-level issues proactively.
Outbound campaigns (optional)
Deliver automated outbound sales and marketing campaigns based on the intelligence held within Webex Contact Center. Outbound campaigns offer easy administration, flexible and intelligent list management, and sophisticated dial management rules – including campaign chaining, putting you in complete control of your sales and marketing initiatives.
Comprehensive Workforce Optimisation (WFO) suite in a unified environment (optional)
WFO enables organisations to dynamically manage agent schedules, forecast and plan staffing based on trends, and ensure adherence to schedules. PCI-compliant call recording and Quality Management (QM) enables customers to rate agent efficiency and performance using tailored evaluation forms. Work Force Management (WFM) gives the agent scheduling tools needed to ensure service levels are met.
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