Webex Contact Center
Use cases and agent types in Webex Contact Center. Improve customer service with Webex Contact Center.
Webex Contact Center is aimed at companies of all sizes looking to improve their customer service experience through a cloud contact center solution. Here are some of the companies and industries that benefit from improving customer service with Webex Contact Center:
- Large enterprises: Organizations with large volumes of customer interaction, such as banks, insurance companies, and telecommunications companies. These companies need scalable, multi-channel solutions (voice, chat, email, etc.).
- SMBs (Small and Medium Businesses): Webex Contact Center is also suitable for smaller companies that want to improve the customer service experience, without the need to manage an expensive infrastructure. The ease of use and accessibility through the cloud are attractive to SMBs.
- E-commerce companies: Companies that rely on online customer service to resolve queries, process orders or handle returns.
- Service sector: Organizations in sectors such as education, health, and public services that need efficient and easy-to-integrate customer support tools.
- Omni-channel support: Any company that needs to provide support through multiple channels (voice, chat, social networks, etc.) and wants to centralize the management of these interactions on a single platform.
Webex Contact Center is ideal for companies looking for a flexible and scalable solution that integrates easily with other collaboration and communication tools, such as those offered by Cisco in its Webex suite.
Solutel, partner with expertise and experience in Webex Contact Center
What type of license do I need for the different profiles of the agents that make up my customer service team? Improve customer service with Webex Contact Center
Webex Contact Center Standard Named Agent vs Webex Contact Center Named Premium Agent Entitlement
Webex Contact Center Standard Named Agent and Webex Contact Center Named Premium Agent Entitlement are two licensing options within the Webex Contact Center platform, each designed to offer different levels of customer service functionality and support. Below, I provide a comparison of the main differences between the two:
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Basic and Advanced Functionalities
- Standard Named Agent:
- Provides access to essential functions for managing customer interactions through basic channels such as voice and chat.
- It offers basic routing functionality, allowing agents to manage customer interactions, but with less customization.
- Supports standard reporting and analysis capabilities, with basic metrics such as response times, number of interactions, etc.
- Premium Named Agent Entitlement:
- It includes all the functionalities of the standard version, but adds advanced features such as the integration of additional channels (e.g. email, social networks, SMS, etc.).
- It offers advanced intelligent routing, allowing interactions to be assigned more accurately based on agent skill and availability.
- Advanced reporting and predictive analytics: Managers have access to more detailed metrics and real-time analytics, enabling more informed and proactive decision making.
- AI and chatbots: Agents have support for artificial intelligence tools, such as virtual assistants and chatbots, to manage simpler interactions and automate repetitive tasks.
- Advanced collaboration: Agents and supervisors can collaborate more efficiently through internal chats, video calls and other collaboration tools.
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Call Routing and Distribution
- Standard Named Agent:
- Basic routing: Distributes interactions to available agents, but with limited options to customize routing according to specific agent skills or query type.
- Premium Named Agent Entitlement:
- Advanced routing: Offers more complex and customizable options to direct interactions to the most appropriate agents based on query type, skills, or priorities. This helps improve the customer experience by reducing wait time and improving first contact resolution.
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Agent Supervision and Management Functionalities
- Standard Named Agent:
- Supervision functionalities are available, but are more basic. Supervisors can monitor agent performance, but real-time intervention options are limited.
- Premium Named Agent Entitlement:
- Advanced supervision: Supervisors can intervene in real-time interactions and provide immediate support to agents. They can also monitor interactions in more detail, including live analysis of agent performance and customer experience.
- Enhanced case management and escalation tools to handle more complex or critical queries efficiently.
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Channel and Multichannel Support
- Standard Named Agent:
- Basic support for voice and chat as communication channels with customers.
- Limited functionality to manage interactions across multiple channels.
- Premium Named Agent Entitlement:
- Support for advanced multichannel, including voice, chat, email, social media, and other channels. This allows agents to manage interactions seamlessly and without the need to switch platforms.
- Social messaging channels such as Facebook, Twitter, and WhatsApp, integrated into the platform for agents to manage all interactions from one place.
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Reports and Analysis
- Standard Named Agent:
- Standard reports on agent performance and basic metrics (response time, number of interactions, etc.).
- Limited analysis to optimize processes and make decisions.
- Premium Named Agent Entitlement:
- Advanced reporting and real-time analytics, with more ability to customize reports according to business needs.
- Predictive analytics and detailed statistics allow you to improve operational efficiency, predict demand for interactions, and adjust resources as needed.
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Integration with Other Tools
- Standard Named Agent:
- Basic integration with Cisco tools and other third-party applications.
- Premium Named Agent Entitlement:
- Advanced integrations with third-party applications and business tools, allowing you to further customize the workflow and optimize the customer experience.
- Integration with AI and machine learning solutions to improve contact center efficiency and automate tasks.
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Collaboration and Assistance to Agents
- Standard Named Agent:
- Basic internal collaboration tools, such as chat between agents and supervisors.
- Premium Named Agent Entitlement:
- Advanced collaboration tools, including video calls and screen sharing, allowing agents to get quick help from their supervisors or teammates.
- Better support for remote work and globally distributed teams.
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Security and Customization
- Standard Named Agent:
- Basic security to access the platform and manage interactions.
- Premium Named Agent Entitlement:
- Advanced security, with stronger authentication options and greater control over access to sensitive data or confidential information.
Comparative Summary
| Feature | Standard Named Agent | Premium Named Agent Entitlement |
| Supported Channels | Voice, Chat | Voice, Chat, Email, Social Networks, SMS |
| Routing | Basic | Advanced, with customizable options |
| Collaboration | Basic internal chat | Advanced collaboration (video calls, screen sharing) |
| Reporting and Analysis | Basic | Advanced, predictive and real-time analytics |
| Supervision and Management | Basic functionality | Advanced supervision, real-time intervention |
| AI and Automation | Does not include advanced AI tools | Advanced AI, chatbots, virtual assistants |
| Security | Basic | Advanced, access control and strong authentication |
| Integrations | Standard integrations | Advanced integrations with third party tools |
Conclusion:
- Webex Contact Center Standard Named Agent is ideal for companies that need a basic solution for managing customer interactions, with limited channel support and customization.
- Webex Contact Center Named Premium Agent Entitlement is designed for companies looking for a more robust and flexible solution, with support for additional channels, advanced analytics tools, artificial intelligence, and more sophisticated collaboration and monitoring capabilities.
