Webex Contact Center

We use Webex Contact Center to improve Customer Contact Experience and reach via Omni Channel

Webex Contact Center is essential for getting all calls, managing callers, and giving them the best experience, whether while on hold or guiding them through the process of getting any information from a CRM without the need to reach an agent. Many times we have a flow setup where when caller reaches an agent, the agent already have the callers information from SF or any Database. With the new supervisor desktop, supervisors manage their agents from one single platform and control the queues and teams from a single panel. Reporting is a great tool that assist in troubleshooting for admins, or just getting an overview for managers to make business decisions. Webex Contact Center also utilize Connect which involve social channels and chatting, which makes reaching to an agent and get the information needed very fast and easy.

• It has been a great impact as it has made contact center visibility easier and easier to make changes
• Negative is that when Cisco is making changes it is impacting at the back end. Hope they become more careful

Webex Calling, Webex Connect, Webex App, Webex Campaign and Webex Engage

Webex Calling, Webex Connect, Webex App

We have several contact center customers, both internal and external business. Our contact centers are inbound and have both onsite as well as remote agents. Customers range from shared services support to Network Operations center to external government services support. Several centers are 24 x 7 365 with various shifts. We utilize soft phones and desk phones.

• Agent satisfaction
• Supervisor satisfaction
• System administrator satisfaction

We migrated to Webex Calling and used the Auto-Attendant and it wasn't quite fitting our needs as we came from Unity Connections which had a lot more features, so we were suggested to use Webex Contact Center, not for the agent portion but for the IVR system, we could then use more granular time of day routing and get the call where it needed to go based on the time of day or night. I gave it an eight because it can be very complex to set up the call flows and you may struggle unless you have help.

• Being able to route the calls to the right people at the right time.
• Our calls don't have to go straight to an on-call phone after hours.
• Needing to outsource setup for more complex Call Flows.

Webex Calling

Webex Calling, Webex App, Webex Meetings

We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.

• Call response rate has increase
• Its Reporting capabilities is a must have tool that definitely goes over the top
• Integration through APIs is smooth and fast

Webex Meetings, Webex Events (formerly Socio), Webex Webinars and Genesys Cloud CX

Salesforce CMS, Gupshup, Infobip