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News : Cisco Furthers Customer Experience Momentum with New Offerings That Extend Customer Value

#contactcenterworld, @Cisco

Orlando, FL, USA, Mar 26, 2024 - Cisco (NASDAQ: CSCO) at Enterprise Connect announced new offerings within its Webex cloud customer experience solutions. Efficiently delivering a standout, connected customer experience across all channels and interactions is a business imperative, and organizations are increasingly looking to solutions that enable them to modernize the customer experience without disrupting their business.

In today's competitive, customer-obsessed climate, organizations must support every customer facing employee and every contact center agent as they seek guidance and support to resolve issues quickly. Today, they lack the right tools at the right price point to enable this. To address this, Cisco is unveiling general availability of the all-new Webex Customer Experience Essentials for customer-facing employees who are not traditional contact center agents. Cisco is also announcing new innovations in the Cisco AI Assistant for Webex Contact Center, quality management functionality and CRM integrations.

"Our Webex Customer Experience business continues to see rapid growth," said Jeetu Patel, Executive Vice President & General Manager, Security & Collaboration "Organizations of all sizes are working with Cisco to empower contact center agents, reduce turnover and protect their brands. We offer them value at a price that's best in class."

"As First Horizon continues to find ways to improve our clients' experiences, we also look at the agent experience. Happy agents lead to better engagement with our clients. To that end, we have started testing Cisco AI Assistant's call drop summaries," Jason O'Dell, Vice President, Voice Services Manager at First Horizon Bank. "The summaries are concise, providing the important context of a customer's earlier interaction during repeat calls. These can be leveraged by our virtual bankers to avoid repeat conversations and improve customer experience. We are excited to be a part of AI Assistant's beta group and see positive results. We will continue to work closely with the Cisco team to fine tune the solution further to cater to specific banking use cases."

#contactcenterworld, @Cisco

Posted by Veronica Silva Cusi, news correspondent
Source: https://investor.cisco.com


About Cisco:
Company LogoCisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
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Published: Wednesday, March 27, 2024

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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