In an era where customer experience is king, businesses constantly seek ways to enhance customer interactions. One tool that stands out in this quest is Webex Contact Center. This blog post will dive into the features of the Webex Contact Center and how it can revolutionize your customer experience.
Harnessing the Power of AI
Webex Contact Center, a product of Cisco, a global leader in contact centers, is an omnichannel contact center-as-a-service (CCaaS) that delivers enriched customer journeys. It’s powered by the cloud and data intelligence, driving faster and more personalized customer experiences.
Key features include:
- AI-powered chat and virtual voice agents that deflect routine interactions, providing a seamless transition to live agents when necessary.
- Visibility to customer feedback and communication history, giving agents full context to tailor interactions.
- Remote agent support ensures a seamless experience regardless of your agents’ location.
Embracing a Digital-First Customer Experience
The platform is designed with a digital-first customer experience in mind. It allows customers to connect via chat, text, social, email, or call. It also provides options for proactive connection with customers, empowering them to solve problems faster.
Key features include:
- Complete customer interaction history in a single interface, empowering agents with complete visibility.
- Post-interaction surveys are delivered to the customer via text, email, or interactive voice response (IVR) to capture immediate feedback and proactively manage and measure customer sentiment.
Creating an Intuitive Agent Experience
Webex Contact Center is also designed with an intuitive agent experience in mind. Agents have everything they need in a single consolidated view with the new modular agent desktop.
Key features include:
- Smart customer interaction history and information via third-party application widget support.
- Background noise removal filters out unwanted distractions so customers will hear the agent’s voice, not the noise.
- Webex Workforce Optimization promotes workforce engagement – including workforce management, quality management, and workforce analytics.
Building a Flexible and Customizable Platform
The platform is not only flexible but also customizable. It features a cloud provider-agnostic, microservices architecture that provides enterprise-grade horizontal scalability, flexibility, and rapid feature innovation and deployment.
Key features include:
- Integration with your preferred CRM and business applications, including Microsoft Dynamics, Salesforce, and Zendesk.
- Cloud data analytics provide historical and real-time reporting and dashboards.
- Full remote agent support allows agents to work from anywhere.
The Webex Contact Center is a comprehensive tool that can significantly enhance your customer experience. Its AI capabilities, enterprise-grade cloud calling, data analytics, workforce optimization, CRM, and experience management applications make it a game-changer in the contact center industry.
Ready to revolutionize your customer experience? Click here to schedule a demo today to see the Webex Contact Center in action.
