The cognitive Webex Contact Center uses AI to empower your agents with the knowledge, data, and context they need to have fast, accurate, and more personalized conversations with customers.
Providing self-service virtual assistant options to your customers is the most effective way to give them faster service, minimize wait times, and improve customer satisfaction. If the bot detects that an agent is needed, it escalates the customer chat to an agent along with all the history of the interaction, making the transition from selfservice to agent-assisted chat a breeze.
Likewise, Cisco Answers gives your agents real-time contextual help while they interact with customers. It listens to the phone and chat interaction and proactively displays relevant answers for your agents, removing the chaos of app switching and minimizing endless search time.
Now you have happier agents who can care for each customer at a highly tailored and individualized level.
Using integrated business applications in your contact center can improve customer and agent experiences. The Webex Contact Center has prebuilt connectors for deep integration with your most common CRM and other apps, including Salesforce, Microsoft Dynamics, and Zendesk. The result? Higher productivity, minimized siloes, and streamlined workflows.
When you run your entire contact center from within Salesforce, Microsoft Dynamics, or Zendesk, you gain:
- Increased productivity with less complexity
100 percent native application integration for managers, administrators, and agents
- Unified agent user experience
Native agent workflow, call handling, screen pop, call control,
click-to-dial, automatic call logging, and omnichannel communications
- Unified visibility, control, and reporting
Customer, call, and agent data gets integrated into the CRM application for a 360-degree view of customer experience and agent performance