Cisco Webex Contact Center - CCaaS

Cloud-based UC for Contact Centers

What is Cisco Webex Contact Center?

Cisco Webex Contact Center provides contact center staff with the ability to improve the customer experience and optimize performance with dynamic, predictive analytics. By leveraging the data in multiple contact center systems and applying predictive analytics, Cisco Webex Contact Center dynamically predicts each customer’s needs and matches the customer with the best agent to handle that need, improving performance, sales, and the customer experience.

Cisco Webex Contact Center is a unified, omnichannel contact center solution that is centrally managed and administered from the cloud to improve operational efficiency and reduce costs

Stack8 is the first company in Canada to achieve Cisco Webex Contact Center Authorization.

Cisco Webex Contact Center key capabilities

Webex Contact Center gives you control over every incoming and outgoing interaction from a central point, regardless of organization, technology, or location. It knows which agents, teams, sites, and partners are available at any given time and sends each interaction to the agent with the best performance record for handling an issue. Collaboration capabilities for agents to engage peers inside and outside the contact center can improve your customers’ experience and optimize the customer journey during every interaction.

4 reasons why customers select Webex Contact Center solutions by Stack8

1) True multitenant omnichannel cloud contact center service
– Low TCO compared to market
– Built on monthly recurring charge, not nonrecurring charge; flexible, usage-based model
– CRM integrations: Salesforce, Zendesk, Microsoft Dynamics

2) Scalable from small business to large enterprise
– Scales with your business
– Future-ready feature set
– Flexible pricing model

3) Integrated collaboration increases first-call resolutions
– Improves first-contact resolution by enabling anytime, anywhere access to experts.

4) Unique analytics-driven routing and real-time reporting
– Enables 360-degree insights that improve business results
– Improves customer service and profitability by dynamically matching customers and agents

Cisco Webex Contact Center - A cloud UC solution for every contact center

Sales

  • Predict customers’ propensity to buy
  • Match people to the best agent every time
  • Track sales performance in real-time
  • Make the right offers to the right people at the right moment

Customer Services

  • Anticipate people’s needs at each stage of their journey
  • Proactively meet customer expectations based on data
  • Bring greater context to customer service
  • Gain a 360 degree customer view for improved personalization

Marketing

  • Increase connect rates with automated dialing
  • Maximize time with customers through preview and progressive calling
  • Track campaign performance more effectively with unified reporting
  • Roll out more flexible campaign strategies that map to wider business needs

Operations

  • Gain an up-to-the-minute view of agent performance
  • Use predictive analytics to make decisions more efficiently
  • Centralize routing through the cloud to reduce call abandonment
  • Lower TCO with a single, central cloud-based system

What’s In It For You

Improved performance

 

Increase conversions, revenue, retention, customer satisfaction scores, and first-call resolutions

A smoother customer journey

 

Predictive routing matches every customer to the right agent depending on where they are in their journey

Consistent, personalized experiences

 

Voice, email, and chat are centrally queued so the same routing rules are applied across the contact center

Lower call abandon rates

 

Calls are routed based on real-time volumes and resource to avoid downtime

Better performance management

 

The performance of agents, teams, sites, systems and outsource is centrally monitored in real-time

Simple integration

 

Cisco Webex Contact Center integrates seamlessly with existing Cisco systems, using data directly from your other contact center applications

Stack8 is the first company in Canada to achieve Cisco Webex Contact Center Authorization

Features Breakdown: Cisco Webex Contact Center

Features Breakdown: Cisco Webex Contact Center

 

  • A cloud solution designed for security, visibility, flexibility, and scalability

Omnichannel

 

  • All your customer interactions – voice, email, and chat – managed in a unified environment

360° customer journey analytics

 

  • Track and analyze your customer experience through the entire lifecycle and across all channels

CRM integrations

 

  • Uses CRM to determine routing, in addition to screen pops

Collaboration on-demand

 

  • On-demand voice and chat with other agents, managers, and subject matter experts

Predictive routing

 

  • Predict customers’ need based on where they are in their journey, and match them with the best available agent

WFO suite

 

  • Optimize performance through dynamic scheduling, quality management, and “voice of the customer” insights through speech, text, and desktop analytics

Outbound campaigns

 

  • Preview campaigns, and benefit from progressive dialing and management

No matter where you are in your cloud journey, Stack8 is here to help