The All-New Webex Contact Center Brochure
WebexThe All NewWebexContact CenterIntelligent. Flexible. Delightful.Start here 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential1
ContentsIntroduction Core values Customer delight Super agents Flexible platform Complete collaboration Why Cisco Features deep dive Contact us
CreatingcustomerdelightWhat does customer satisfactionlook like in the contact center?It’s simple:Your customers get the answers they need, throughtheir preferred channel, with astonishing speed.Wasted time and stress are a thing of the past.Cisco Webex Contact Center gives youthe tools you need to make every customerinteraction a delight, every time.Core Values Why Cisco Features Deep Dive
Introducing the all-new Webex Contact CenterBuilt for the future of customer experience, with four core values at the heart of everything we doDelightfulIntelligentsuper agentsFlexiblecustomizable platformCollaborativeDigital-first engagementsinformed by customerexperience management.Super agent intelligence foran intuitive agent experience.Next-generation, fullycustomizable platform.Complete collaboration suiteto engage your entire team.Let customers connect whenand how they want – via chat,text, social, email, or call.AI-powered assistance and anew, modular agent desktopmakes agents' days a breeze.Enterprise-grade, out-the-boxready, flexible cloud contactcenter, from the market leader.All-in-one messaging, meetings,calling, devices, and more from asecurity-focused leader.Go Go Go Go customer experiencesCore Values Why Cisco Features Deep Dive contact center
Customer delightIt’s not just a contact center.It’s a customer experience center.Webex Contact Center lets your customers connectthrough their preferred channel – chat, text, social,email, or call. AI-powered voice and chat virtualagents give customers options for natural, fast, andeasy 24/7 self-service - with a seamless baton passto a live agent when desired.Customer contact history at the agent’s fingertipsensures customers never have to repeat themselves,and agents are context-aware for every interaction.Webex Experience Management surveys provideinsight into sentiment and a consistent pulse oncustomer experience.Customer Delight Super Agents BenefitsFlexible Platform Complete Collaboration
Built for digital-firstcustomer experienceEnd-to-end customerexperience management Let today’s digital-first customerconnect their way - via chat, text,social, email, or call. Close the feedback loop with WebexExperience Management. Natural, AI-powered voice and chatvirtual agents provide options forfast and easy 24/7 self-service.Delightfulcustomerexperiences Agents benefit from completecustomer interaction history in asingle interface, regardless ofchannel – empowering them withfull visibility. Post-call surveys are delivered to thecustomer via text, email, orinteractive voice response (IVR) tocapture immediate feedback andproactively manage and measurecustomer sentiment. Agents have real-time visibility intoprevious customer survey responsesto personalize interactions.FeaturesOmnichannelGo Customer Delight 24/7self-serviceGo Super Agents Webex ExperienceManagementGo Flexible Platform Complete Collaboration
Super agentsDeliver exceptional customerexperiences – every time.AI-powered assistance and a new, user-optimizedagent desktop gives your agents everything theyneed to deliver exceptional customer experiences.Agent tools provide a complete customer history, allin one place and at their fingertips, ensuring they arealways context-aware.They can also tailor interactions based on full visibilityof customer feedback in the Webex ExperienceManagement customer experience journey agentdesktop widget.BenefitsCustomer Delight Super Agents Flexible Platform Complete Collaboration
Intuitive agentexperienceIntelligentsuperagentsSuper agentintelligence Agents have everything they needin a single consolidated view withthe new modular agent desktop. AI-powered chat and voice virtual agents deflectroutine interactions and provide a seamless batonpass to human agents. Smart customer interaction historyand information via third-partyapplication widget support. Visibility to customer feedback and communicationhistory give agents full context to tailor interactions. Remote agent support provides a seamlessexperience no matter where agents sit. Webex Workforce Optimizationpromotes workforce engagement –including workforce management,quality management, andworkforce analytics. Coming in 2021:-Agent Answers for context-driven turn-by-turn guidance.-Agent Call Transcription to aid with fast call wrap-up.FeaturesAgentdesktopGo Customer Delight Webex WorkforceOptimizationGo Super Agents OutboundcampaignsGo Flexible Platform RemoteagentsGo Complete Collaboration
Flexible platformInspired by customers.Built for business.The world’s most customer-focused providermeets the most advanced contact center.Our out-the-box ready, yet fully customizable,enterprise grade platform allows forultimate scalability and performance –that’s truly next generation.With Cisco Webex Contact Center you get it all –security, scalability, flexibility, from a providerwith a collaboration-focused heritage.BenefitsCustomer Delight Super Agents Flexible Platform Complete Collaboration
Open and extensibleEnterprise-grade Cloud provider-agnostic,microservices architecture providesenterprise-grade horizontalscalability, flexibility, and rapidfeature innovation and deployment.Flexiblecustomizableplatform Integrate with your preferred CRMand business applications includingSalesforce, MS Dynamics, Zendesk,and more. Cloud data analytics providehistorical and real-timereporting and dashboards. Drag-and drop flow control builderputs customization in the hands ofthe user and frees IT resources. Agents can work from anywherewith full remote agent support Open APIs allow for customization ofAI, data, media and desktopcapabilities for ultimate flexibility.FeaturesFlow controlbuilderGo Customer Delight Routing andscalabilityGo Super Agents Business applicationintegrationsGo Flexible Platform Reports and dashboards(Analyzer)Go Complete Collaboration OpenAPIsGo
Complete collaborationConnect agents to your widerteam of expertsWebex messaging, video, and call tools let agentsand subject matter experts work together to optimizeevery customer engagement.Single–pane-of-glass provisioning and managementfor all Webex collaboration services with WebexControl Hub makes administration a breeze.BenefitsCustomer Delight Super Agents Flexible Platform Complete Collaboration
Complete portfolioEnterprise-grade Complementary Webex messagingand meetings tools allow agents toengage team members andsubject matter experts to givecustomers optimal support.Collaborativecontactcenter Common UI across the full portfolioaids in employee onboarding andtraining. Integration with extended callingoptions including PSTN, WebexCalling, and Webex devices andendpoints supports ease of use. Webex Control Hub integrationprovides a simple way to secureand manage all your Ciscocollaboration applications.FeaturesComplementarycollaborationGo Customer Delight CallingoptionsGo Super Agents WebexdevicesGo Flexible Platform WebexControl HubGo Complete Collaboration
Why CiscoGo
More than just a vendor.We’ll be yourcollaborator too.We’ll be your partner in great customer service.So you can offer your customers the support theyexpect, on their terms, and give your agents thetools they need to provide it.The world’s largest experience centers run onCisco for a reason – because they can rely on us.Core Values Why Cisco Features Deep Dive
The contact centermarket leader#1Cisco is a global leader in contact centers, deliveringthe most complete contact center portfolio.Market sharecloud / hostedcontact centerinstalled base 1Webex Contact Center is an omnichannel contactcenter-as-a-service (CCaaS) for any size contactcenter that delivers enriched customer journeys, allpowered by the cloud and data intelligence, drivingfaster and more personalized customer experiences.Built on the open and flexible Webex Platform forContact Center, our portfolio integrates advanced cloudservices such as AI capabilities, enterprise-grade cloudcalling, data analytics, workforce optimization, CRM andexperience management applications.3.6MAgents36K15KContact centerenterprisesGlobal partners1SynergyCore Values Why Cisco Features Deep Dive
The most completecontact center andcollaboration suite –all in the cloudCisco collaboration tools help connect the dotsbetween your agents, your experts, third-partySMEs and your customers – so your teams canoffer excellent customer service, every time.Our Webex portfolio delivers the most completecollaboration suite of cloud calling, meetings,collaboration and contact center solutions withworld-class devices and headsets.Core Values Why Cisco 45%#161%On-premisescalling shareCollaboration andcontact centermarket sharesCloud Callingmarket share100M 3.6M30MCisco IP phonesContactcenter agentsCloud callingusers54%#153%Video devicesmarket shareMeetingsand videoMeetingsmarket shareFeatures Deep Dive
Featuresdeep diveGo
Customer DelightOmnichannel Omnichannel Omnichannel 24/7 self-service Webex ExperienceManagementLet customers connect on their own terms.Super Agents Digital-first support means customers are free to reach outthrough whichever platform suits their lifestyle.Flexible Platform New text (SMS) and social channelsfor today’s digital-first customerCore Values Why Cisco Features Deep Dive CompleteCollaboration
Customer Delight24/7 self-service Omnichannel 24/7 self-service24/7 self-service Webex ExperienceManagementOffer round the clock customer support withAI-powered voice and chat virtual agentsSuper Agents Customers can connect to support serviceshowever they like, whenever they like,switching seamlessly between virtual andhuman agents.Flexible Platform CompleteCollaboration CompleteCollaboration Agent tools provide complete customerhistory in one place, at their fingertips –ensuring they are context-aware andcustomers never have to repeat themselves.Core Values Why Cisco Features Deep Dive
Customer DelightCustomer experience management Omnichannel 24/7 self-service WebexExperience WebexExperienceManagementManagementOptimize results and boostcustomer satisfactionSuper Agents Collect valuable customer feedback withWebex Experience Management surveys,delivered straight to the customer via textmessage (SMS), email, or interactivevoice response (IVR).Flexible Platform CompleteCollaboration CompleteCollaboration Empower customers to give immediatefeedback on their experience, and agentsto customize interactions based on theirknowledge of previous customerexperience ratings.Core Values Why Cisco Features Deep Dive
Customer Delight Agent desktop experienceSuper AgentsIntuitive agent experience Agentdesktop Omnichannel Webex WorkforceOptimization Outbound campaigns Omnichannel task list view Mid-call featuresCustomer informationAgent profileIntuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Flexible Platform CompleteCollaboration Customer Experience Journey Remote agentsCustomer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop
Customer Delight Agent desktop experienceSuper AgentsSingle view for all inbound channels Agentdesktop Omnichannel Webex WorkforceOptimizationInbound channelsContact history Outbound campaigns Remote agentsFlexible Platform CompleteCollaboration Intuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop
Customer Delight Agent desktop experienceSuper AgentsIntelligent seamless handoff Agentdesktop Omnichannel Webex WorkforceOptimization Outbound campaignsVirtual Agent (IVR) Transcript Remote agentsFlexible Platform CompleteCollaboration Intuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop
Customer Delight Agent desktop experienceSuper AgentsProactive customer experience insights Agentdesktop Omnichannel Webex WorkforceOptimizationCustomer Experience Journey View Outbound campaigns Remote agentsFlexible Platform CompleteCollaboration Intuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop
Customer Delight Agent desktop experienceSuper AgentsProactive customer experience insights Agentdesktop Omnichannel Webex WorkforceOptimizationCustomer Experience Analytics View Outbound campaigns Remote agentsFlexible Platform CompleteCollaboration Intuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop
Customer Delight Agent desktop experienceSuper AgentsContext-relevant information from external sources Agentdesktop Omnichannel Webex WorkforceOptimization Outbound campaigns Remote agentsFlexible Platform Customizable Third-Party WidgetsIntuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop CompleteCollaboration
Customer Delight Agent desktop experienceSuper AgentsCustomize your desktop: choose between light or dark mode Agentdesktop Omnichannel Webex WorkforceOptimization Outbound campaigns Remote agentsFlexible Platform Customizable desktopIntuitive agentexperience Single view forInbound channels Intelligentseamless handoff Core Values Customerexperience journey Why Cisco Customer experienceanalytics Features Deep Dive Context-relevantinformation Customizabledesktop CompleteCollaboration
Customer Delight Webex Workforce Optimization*Super Agents Agent desktop Webex Workforce Webex WorkforceOptimizationOptimizationWorkforce Management (WFM)Dynamic scheduling allows agents, supervisors,and staffing analysts to collaborate live. Outbound campaignsAgent-centric: We keep the agent experiencefront and center, with software designed tosupport them. Remote agentsFlexible Platform Flexible: Our software works the way you needit to, and can adapt to many business models,situations, and organizations.CompleteCollaboration Iterative and incremental: Development isongoing. We collect feedback and updatefeatures to ensure the best possible experience. Quality Management (QM) Workforce Optimization Analytics*Optional Webex Contact Center featureCore Values Why Cisco Features Deep Dive
Customer Delight Webex Workforce Optimization*Super Agents Agent desktop Webex Workforce Webex WorkforceOptimizationOptimization Workforce Management (WFM)Quality Management (QM) Outbound campaignsEvaluate and measure agent efficiency andperformance through tailored evaluation forms Remote agentsBoost morale via gamification andagent self-assessment.Flexible Platform CompleteCollaboration Workforce Optimization Analytics*Optional Webex Contact Center featureCore Values Why Cisco Features Deep Dive
Customer Delight Webex Workforce Optimization*Super Agents Agent desktop Webex Workforce Webex WorkforceOptimizationOptimization Workforce Management (WFM) Quality Management (QM) Outbound campaigns Remote agentsWorkforce Optimization AnalyticsAnalyze speech and desktop actions to gaininsights. Correlate agent performance to netpromoter scores (NPS).Flexible Platform CompleteCollaboration Holistic view: one-click access to view, consumeand act on data with more precision and less effort.Powerful streamlined contacts filter: Findconversations quickly. Use core data and custommetadata information to build your filter and saveit for quick retrieval later.Engage your employees: Give agents a voice withtimely feedback loops and the guidance they needwith gamification, evaluations, coaching and training.*Optional Webex Contact Center featureCore Values Why Cisco Features Deep Dive
Customer Delight Outbound campaigns*Super Agents Agent desktopOutbound campaign managementImprove agent productivity andoverall business performance byletting agents spend more timeinteracting with customers and lesstime trying to reach them. OutboundCampaigns Outboundcampaigns Increase sales and upsells Increase customer retention Improve marketing campaign resultsList managementCampaign runtimeCall list segmentationAgent selectionData modellingPrioritizationMulti-phone contact strategyCampaign chainingTelephony dialing modesComplianceMulti-skilling of agentsState/time zonespecific calling windowsPreview dialingWhy Cisco Features Deep Dive Remote agentsFlexible Platform CompleteCollaboration Statutory complianceDo-not-call lists*Optional Webex Contact Center featureCore Values Webex WorkforceOptimization
Customer Delight Remote agentsSuper Agents Agent desktop Webex WorkforceOptimizationEmpower agents to work anywhere – fast Outbound campaignsWhen you need to offload expanding callvolume, or agents need to work from home,Webex Contact Center can be quicklydeployed to allow your agents to take callsfrom anywhere. RemoteAgents RemoteagentsAgentsFlexible Platform CompleteCollaboration Give your contact center staff seamlessexperiences, no matter where they are.Core Values Why Cisco Features Deep Dive
Customer Delight Flow control builderSuper Agents Flexible PlatformFlow controlbuilder Flow controlbuilderCustomization in your hands Routing and scalabilityA new drag-and drop flow controlbuilder puts customization into thehands of the business user andfrees up valuable IT resources. Business applicationintegrations Reports anddashboards (Analyzer) Open APIsCompleteCollaboration Core Values Why Cisco Features Deep Dive
Customer Delight Enterprise-gradehorizontal scaleSuper Agents Flexible Platform Flow control builderMicroservices-based, cloud-provider agnosticplatform enables dependable scalability andrapid feature innovation and deployment Routingand andscalability Routingscalability Business applicationintegrationsSingular, omnichannel routing simplifiesinteraction handling regardless of underlyingqueues, agents, channels, and skills. Reports anddashboards (Analyzer) Open APIsIntelligently distribute calls across any numberof sites and locations, with ease of integrationthat lets you work with the channels that suityour business.Core Values Why Cisco CompleteCollaboration Features Deep Dive
Customer Delight Business application integrationsSuper Agents Flexible PlatformSeamless integrations Flow control builderAccess contact center functionality fromthe business applications your agentsuse every day, like Salesforce, Zendesk,and Microsoft Dynamics. Routing and scalability Businessapplication BusinessApplicationIntegrationsintegrations Reports anddashboards (Analyzer)Agents benefit from seamless workflows,a unified experience and improvedcontact center performance - all withless complexity. Open APIsCompleteCollaboration plus more.Core Values Why Cisco Features Deep Dive
Customer Delight Reports and dashboardsSuper Agents Flexible Platform Flow control builderImprove efficiency with real-time andhistorical operational dashboardsand reports. Routing and scalability Business applicationintegrationsInteractive exploratory and trendanalysis to cross-analyze customerinteractions and agent activity withbusiness and financial metrics to helpyou find optimization opportunities. Reportsand and Reportsdashboards(Analyzer)dashboards(Analyzer) Open APIsBrings together data from calls (ACD),virtual agent interactions, and more soyou can analyze, understand, andmanage your contact center, andoptimize for operational efficiency innew and innovative ways.Core Values CompleteCollaboration Why Cisco Features Deep Dive
Customer Delight Fully customizableSuper Agents API-first for a next-generation platformFlexible PlatformAIDataMediaAgentUI/Platform Flow control builder Routing and scalability Business applicationintegrations Reports anddashboards ieve tasks,agent activities,queue details,reporting statisticsRetrieve mediacapturesfor a specificinteraction(voice, email, chat)Embed third-partygadgets andcustomize theagent desktopCustomizenotifications andshortcutsWebex Contact Center API GatewayNext-generation platform architectureElastic contact routingCore Values AutomationWhy Cisco Features Deep Dive Enterprise-grade scalability Open APIs Open APIsCompleteCollaboration
Customer Delight Complementary Webex calling,messaging andmeeting tools*Super Agents Flexible Platform CompleteCollaboration Complementary ComplementaryCollaborationCollaborationConnect agents to subject matter experts Calling optionsCreate a team that goes beyond the walls ofthe contact center, powered by Webexcalling, messaging, and meetings tools. Webex devices Webex Control Hub*Optional companion solutionsCore Values Why Cisco Features Deep Dive
Customer Delight Extended callingoptions for WebexContact Center*Super Agents Flexible Platform CompleteCollaboration ComplementaryCollaborationNew integration with Webex Calling plusCisco PSTN options Calling CallingoptionsoptionsExperience superior voice quality, acceleratedonboarding, and easy provisioning via WebexControl Hub with Webex Calling combined withWebex Contact Center. Webex devices Webex Control HubLeverage Webex endpoints to receive callsfrom anywhere via the Webex app.*Optional companion solutionsCore Values Why Cisco Features Deep Dive
Customer Delight Webex devices*Super Agents Flexible Platform Cisco can provide everything agents and theirsubject matter experts need, from software tohardware, in one place.CompleteCollaboration ComplementaryCollaboration Calling optionsdevices Webex Webexdevices Webex Control Hub*Optional Webex Contact Center companion productsCore Values Why Cisco Features Deep Dive
Customer Delight Effortless managementfrom anywhere withWebex Control HubWebex Control Hub offers a single-pane-of-glasssolution that provides one central cloud app for allWebex administrative functions.CompleteCollaboration Calling options Webex devicesThe intuitive interface provides a simple way tomanage all your Cisco collaboration applications andservices, settings, security, and analytics including: WebexControlHub WebexControlHub Connectors for business applicationsand digital channels Users PSTN Webex Contact Center AI optionsWhy Cisco Flexible Platform ComplementaryCollaborationGet unparalleled control of your cloud environmentCore Values Super Agents Features Deep Dive
Find out howWebex Contact Centercan elevate yourcustomer experiencesContact your Ciscoauthorized partner today www.cisco.com/go/webexcc
Webex Workforce Optimization promotes workforce engagement – . Cisco is a global leader in contact centers, delivering the most complete contact center portfolio. Webex Contact Center is an omnichannel contact center-as-a-service (CCaaS) for any size contact
Cisco Webex Room Panorama Codec Plus based devices Audio connector type: 3.5 mm mini jack Cisco Webex Codec Plus Cisco Webex Room Kit Plus Cisco Webex Room 55 Dual Cisco Webex Room 70 Other devices Audio connector type: 3.5 mm mini jack Cisco Webex Room Kit Cisco Webex Room 55 Check for latest Webex device software here. Webex devices .
May 02, 2018 · D. Program Evaluation ͟The organization has provided a description of the framework for how each program will be evaluated. The framework should include all the elements below: ͟The evaluation methods are cost-effective for the organization ͟Quantitative and qualitative data is being collected (at Basics tier, data collection must have begun)
Silat is a combative art of self-defense and survival rooted from Matay archipelago. It was traced at thé early of Langkasuka Kingdom (2nd century CE) till thé reign of Melaka (Malaysia) Sultanate era (13th century). Silat has now evolved to become part of social culture and tradition with thé appearance of a fine physical and spiritual .
How to download WebEx Productivity Tools from WebEx Portal Illinois.webex.com illinois2.webex.com State of Illinois WebEx Portal 1. Log in to Illinois.webex.com or illinois2.webex.com 2. Click “Downloads” from the
The Webex Work bundle provides Webex Teams messaging, Webex Meetings (Webex Meetings Center 1000), and Webex Calling (VAR or SP) on a single subscription for an affordable price. The Webex Work . Webex Work bundle is billed on a per-user basis with the ability to commit to a
Supported Cisco Endpoints: Webex Room Series, Webex Board 55 G1.5, Webex Board 70 G1.5, Webex Board 85. Components Used The information in this document is based on these software and hardware versions: Webex Room Navigator - Wall mount version (CS-T10-WM-K9 ). Webex Room Navigator - Table stand version (CS-T10-TS-K9 ). Webex Room Kit Plus.
On an exceptional basis, Member States may request UNESCO to provide thé candidates with access to thé platform so they can complète thé form by themselves. Thèse requests must be addressed to esd rize unesco. or by 15 A ril 2021 UNESCO will provide thé nomineewith accessto thé platform via their émail address.
̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
