The future of contact centre is here.

Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Centre’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security.

As a cloud-based subscription, Webex Contact Centre enables rapid time to market and time to new revenue while minimizing upfront capital investment.

Webex Contact Centre lets your customers connect through their preferred channel – chat, text, social, email, or call. AI-powered voice and chat virtual agents give customers options for natural, fast, and easy 24/7 self-service – with a seamless baton pass to a live agent when desired.

Customer contact history at the agent’s fingertips ensures customers never have to repeat themselves, and agents are context-aware for every interaction.

Contact centres today are becoming the main hub for many organisations. They are a far cry from the typical ‘call centres’ of the past with rows upon rows of low skilled, low paid workers. Nowadays, agents are productive, highly skilled employees who demand the right tools to be able to complete their customer queries, efficiently and effectively.

Agents today, are able to work from anywhere by utilising the cloud based, Webex Contact Centre. Webex Contact Centre is built entirely in the cloud, on the global Webex backbone enabling a 99.99 uptime for peace of mind.

Enabling Your Organisation

Flexible, customisable platform

Webex Contact Centre is built with flexibility in mind with open APIs to allow integrations into essential business apps.

Enterprise grade

Highly scalable, Omni-channel with Artificial Intelligence (AI).

Reporting and dashboards

Improve efficiency with real-time and historical operational dashboards and reports.

Fast, efficient interactions that give both customer and employee the best possible experience.

Customers want the right answer to their question, without wasting time and on their chosen communications channel. Webex Contact Centre is an omni-channel platform so customers can contact you via calling, social media, email and web chat. All interactions come into the same backend agents and are distributed as you choose. Agents have access to company CRM systems and easy access to other colleagues, to identify customers quickly and their previous interactions, all within a single pain of glass meaning both customers and agents are left with a delightful experience.

Omni-channel contact solutions.

Omni-channel solutions enable your customers to contact you via multiple methods and get through to the same set of agents who can resolve their issue. More and more, customers are using channels like web chat, Facebook messenger, Twitter, and WhatsApp because they are easier and less time consuming platforms to engage with.

24-hours self-service with AI

Through AI powered voice and chat virtual agents, businesses can now offer 24/7 self service to customers. With AI, customers can have as near as human contacts with virtual agents, both through voice and chat enabling them to call at any time of the day. AI has been built on real-world interactions and machine learning over a vast period meaning, language, dialect, sentiment, and inference can all be picked up. However, AI is not perfect and at that point, if a real agent is available, the call can be escalated to them.

Remote agents

Empower agents to work anywhere – fast. When you need to offload expanding call volume, or agents need to work from home, Webex Contact Centre can be quickly deployed to allow your agents to take calls from anywhere. Give your contact centre staff seamless experiences, no matter where they are.

Super Intelligent Agents:

1

Agents have everything they need in a single consolidated view with the new modular agent desktop

2

Smart customer interaction history and information via third-party application widget support

3

Webex Workforce Optimisation promotes workforce engagement – including workforce management, quality management, and workforce analytics

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