#contactcenterworld, @Comm100, @Cisco
Vancouver, BC, Canada, March 11, 2021 -- Comm100, a global provider of omnichannel customer engagement solutions that connect brands with their customers, announced an integration with Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE). Embedded directly into Cisco Finesse, Cisco’s agent and supervisor desktop, Comm100 provides unified customer communications across every digital channel and automation that makes it possible to deliver great experiences at scale.
According to the State of Contact Center Technology, "as contact centers explore new technology, they are mindful of their top objectives for the next few years: reducing customer effort, achieving consistency across all touch points, proactively resolving customer needs, collecting great customer insights and increasing self-service usage." As customers increasingly expect service on a growing number of channels – including live chat, social media, email, messaging and self-serve chatbots and knowledge bases – it is crucial that contact centers meet them where they are. However, offering customer support on a variety of channels can drive high query volumes, leading to increased strain on contact center resources.
With this new integration, Comm100 can transform a Cisco contact center into a complete omnichannel customer engagement platform.
"The integration between Comm100 and Cisco is a considerable step towards helping call centers, especially in the telephony field, engage with their customers where they expect them to," said Jeff Epstein, VP Marketing and Strategy at Comm100. "Coupling unified communication solutions with seamless integration for agents provides call centers with the digital transformation needed to be the best resource for their customers."
Posted by Veronica Silva Cusi, news correspondent
About Comm100 Network Corporation:
Comm100's omnichannel customer experience platform helps brands connect with and serve their customers through digital channels including live chat, social media, SMS, email, and knowledge basel. Our AI-powered chatbots and agent bots introduce scalability and cost-effectiveness required to deliver customer service in today's hyper-competitive and digitally focused business climate.
Cisco 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.
Published: Friday, March 12, 2021
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