WebEX Contact Center
Description
Highlights
Cloud
Cloud contact center gives you improved agility, flexibility, scalability, security, capital efficiency, innovation, and customer success.
360 degrees customer journey analytics
Cross-channel and cross-system analytics offer insights into every stage of your customer’s journey on your cloud and on-premises contact centers. With this knowledge, you can optimize contact center operations for customer acquisition, retention, and satisfaction.
Omnichannel
All of your customer interactions, including voice, email, and chat, are unified, thus providing a seamless experience for your agents. During every interaction, your customer’s cross-channel history is displayed so your agents can deliver more personalized customer experiences.
Predictive analytics-based routing
Customer and agent matching uses big data analytics to understand your customer’s journey to date, predict their needs based on the stage of their journey, and match them with the best available agent to meet that need and deliver the best business outcome.
Cognitive & intelligent
Want to minimize agent workload? Provide your customers an intuitive chat BOT self-service option, with seamless transfer to an agent chat, or voice or video call when needed.
Expert collaboration & communications
Built-in voice and chat collaboration with other agents, managers, and subject-matter experts helps solve difficult customer issues, improve your first-contact resolution rate, and makes for happy, satisfied customers.
Seamless application integration
Improve first-contact resolution by embedding contact center functionality within the business app experience. Improve agent productivity and remove the chaos of app switchin
Virtual agents
Natural, AI-powered voice and chat virtual agents provide options for fast and easy 24/7 self-service.
Brand new dashboard
A dashboard called Contact Center Overview allows administrators and supervisors to view reports for both real-time and historical data in Webex Contact Center Management Portal. Administrators and supervisors can log in to the Management Portal to view a dashboard with Callback details for a certain duration.
End-to-end experience management
Close the customer feedback loop with integrated Webex Experience Management, including follow-up surveys via text, email, or IVR.
AI-powered assistance
Use virtual agents to easily handle routine interactions, provide seamless transitions, and connect transcripts to live agents for more complex inquiries.
Intuitive agent experience
Help agents better engage customers with a modular agent desktop that provides customer interaction history, external resources, built-in collaboration tools, and more. Agents benefit from complete customer interaction history in a single interface, regardless of channel – empowering them with full visibility.
Customizable platform
Deploy quickly with our out-of-the-box ready contact center. Easily manage it with user-friendly tools like a drag-and-drop workflow builder.
Workforce Management
Webex Workforce Optimization promotes workforce engagement – including workforce management, quality management, and workforce analytics. * State of Art Agent Desktop with Single view for all inbound channels. Proactive customer experience insights. * Workforce Management (WFM) Dynamic scheduling allows agents, supervisors, and staffing analysts to collaborate live.
Outband Campaign
Outbound Campaign Improve agent productivity and overall business performance by letting agents spend more time interacting with customers and less time trying to reach them. Increase sales and upsells, increase customer retention and Improve marketing campaign result.
Agent tools
Agent tools provide complete customer history in one place, at their fingertips – ensuring they are context-aware and customers never have to repeat themselves. Agents have everything they need in a single consolidated view wit the new modular agent desktop. Smart customer interaction history and information via third-party application widget support.
Flow Control
Drag-and-drop flow control builder puts customization in the hands of the user and frees IT resources. Open APIs allow for customization of AI, data, media and desktop capabilities for ultimate flexibility .
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