CISCO Webex Contact Center
CISCO Webex Contact Center
An agile, high-performance contact center focused on customer experience.
Customer experience is becoming a strategic imperative for how companies compete and differentiate their brands. At the same time, customers want to communicate in a wide variety of ways (voice, email, text, chat and social media), making it difficult for agents to manage all of these channels and distribute customers to the right resources.
These channels are often siloed in the way they reach the contact center, leaving agents frustrated by having to deal with several different applications and leaving customers dissatisfied due to fragmented and impersonal experiences. What happens when you use leading technology to create a cognitive contact center? You get effective information about your customers, predictive and proactive customer experiences, and seamless integration into the rest of your organization. With the right resources and solutions, the contact center can lead the way to increased positive business results.
Challenges of a Contact Center from the customer’s point of view:
When it comes to improving the customer experience, it is important to find solutions that address your customers‘ biggest concerns, the most common challenges are:
- Fragmented and disconnected experiences
- Slow problem solving
- Long waiting times
- Ineffective agents lacking knowledge and experience
- Lack of contact options (e.g., chat, phone, email)
- Impersonal conversations
Challenges of a Contact Center from the agent’s point of view:
In addressing these problems/challenges, we have to keep in mind that contact center agents also have their own set of weaknesses that prevent them from performing their job to the best of their ability:
- They are saturated by a large amount of information.
- They can’t find the right information to solve a customer problem the first time.
- They don’t know enough about the customers to serve them in a personalized way.
- They are using too many applications and systems.
- They strive to get expert answers in real time.
- They desire professional satisfaction and work/life balance.
The solution: Webex Contact Center – cognitive contact center
A cognitive contact center has intelligence built into every part of the customer and agent experience.
It involves improving customer experience and optimizing performance with dynamic and predictive analytics. How does it do it? leverages data across multiple contact center systems and applies predictive analytics, Cisco® Webex Contact Center dynamically predicts each customer’s needs and matches them with the best agent to handle that need, improving performance, sales, and customer experience. Capabilities for today’s and tomorrow’s cloud-based contact center:
Cisco contact center and contact management solutions offer innovative capabilities:
- Omnichannel
- Call routing based on predictive analytics
- Collaboration and communication with experts
- CRM integrations
- 360-degree analysis of the customer journey
- Personnel optimization
- External campaigns
How your organization benefits:
- Agents are happier and more productive when they have the tools, resources and customer stories that help them succeed in their work.
- Agents have access to context request and subject matter experts whenever they need assistance.
- You retain at-risk customers when you can predict their needs and connect them with the best retention agents.
- Operational efficiency is improved as call loads are balanced across locations and agents, regardless of geography.
- Costs are lower when moving the contact center infrastructure to the cloud.
- Agents can deliver proactive and predictive customer experiences, making the contact center a strategic hub for forging deeper, more profitable relationships with your customers.
What benefits the customer obtains:
- They receive faster, better and more proactive service.
- They feel understood by their agents.
- They have a seamless experience with no hassles, no transfers and no long waiting times.
- Your needs are predicted and connected with the best agent.
- Your problems are solved at the first contact, without the need for a callback.
Related links:
Cisco Webex Contact Center Solution
Caso de exito Contact Center Markennovy. Cisco Unified Contact Center Express.
