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Webex Contact Center Overview

  • 18 August, 2023

Article, Cisco, Unified Collaboration

Introduction to Webex Contact Center

Webex Contact Center is currently one of the best solutions available to organisations who strive to deliver the highest quality of service to their customers. This omnichannel platform allows customers to reach you through calling, email, social media, chat, and many more channels. Whether you prefer the flexibility and low maintenance of the cloud, or the security of on-prem, either is possible with Webex Contact Center.

In this overview, we’ll be looking at the features, the benefits and why you should consider Webex Contact Center as the next step to perfecting your customer service.

webex contact center description image

Features of Webex Contact Center

True Omnichannel solution

With Webex Contact Center you can integrate and streamline 12+ communication methods into a single platform that collates all relevant information to provide the optimal service without making your customers wait. Your agents only need a single client to respond to chat, email, social media messages and more.

Cloud native

As a cloud native solution, setup of Webex Contact Center is much faster. It also means you will have much less maintenance issues and importantly, less maintenance costs. Features will be rolled out automatically, so you don’t have to perform lengthy upgrade procedures to benefit from the latest improvements.

Enhanced call queue management

No one enjoys being on the phone to support for a long time. With this solution, there are many new configuration options for routing and queue management. That means that customers can speak to the correct person much quicker. You don’t need to be an expert to make changes! Supervisors can modify routing strategies simply and without the need of complex scripting languages.

Intelligent analytics

Basic analytics for contact center can be interesting to look at, but when you want to make accurate decisions that will benefit your organisation, basic analytics is not enough. Webex Contact Center offers extremely detailed and granular analytics that allow you to gain intelligence on your communication that you have never had before.

Remote agent support

You don’t need to buy new devices to get your users started with this solution. It works perfectly on existing PSTN phones or smartphones. All users are essentially remote workers and have the same features and abilities available to them whether on-prem or at home. Supervisors can easily monitor calls and messages wherever the agents are located. All an agent needs is a PC with a supported browser and an addressable phone number.

If you’d like to read the full list of features, please see the Cisco Datasheet.

Benefits of Webex Contact Center

Flexible working styles

One of the key benefits of this solution is your agents can work in a way that suits them. All the options available for customisability allow people to develop their own workflow that makes most sense to them instead of following a strict, process that doesn’t work for most people. This enhances employees’ well-being and morale and importantly has positive effects on productivity and customers served.

Customer experience

Customer experience is the most important factor in choosing a Contact Center. With Webex Contact Center, providing an outstanding experience is simpler than ever before. There’s nothing more irritating when you have to call a business, sit in a queue for 20+ minutes, and then spend another 20 minutes providing all your details. This solution will cut your queues greatly with enhanced routing options and automatically bring up all the details you need without having to ask the customer anything.

Assured security

As with any Cisco platform, they are built with security at the top of the list of priorities. Cisco is a market leader in delivering secure solutions and is trusted by some of the world’s largest banks and governments. Webex Contact Center is constantly reviewed for security flaws and patches are regularly released to ensure that all information is secure and protected.

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