Cisco — at WebexOne 2022 — announced new features and capabilities for Webex Customer Experience (CX) portfolio. Cisco is yet to announce its new pricing for the new platform.
The new Webex CX delivers Unified Communications-as-a-Service (UCaaS), Contact Center-as-a-Service (CCaaS) and Communications Platform-as-a-Service (CPaaS) under one roof, enabling streamlined customer journeys across digital and voice channels.
“Digital-first consumers now demand a more responsive and personalized experience from the brands they love,” said Jeetu Patel, EVP and GM, Cisco Security and Collaboration. “This trend is driving companies to reconsider their approach to CX. They want a single vendor offering that brings together advanced CX capabilities with the security and reliability they’ve come to expect from Cisco.”
Webex CX aims to deliver proactive and personalized customer experience capabilities that drive brand loyalty and adoption for customers. With Webex CX, businesses can engage with customers across their CX journeys for both digital and human (voice and messaging) interactions. The seamless omnichannel experience is made possible through the tight integration of Webex Connect and Webex Contact Center to create a connected customer experience.
Improving the customer experience
Webex’s AI-powered background noise reduction technology will be available in Webex Contact Center and available on PSTN voice calls. Background noise reduction improves the customer experience by reducing distraction and improving comprehension for both the customer and the agent.
Customers can now engage via 16+ channels, now including Instagram and Google Business Messages. With Webex Connect, businesses can now be where their customers are for customer support and new commerce experiences.
Webex Contact Center will be certified for Microsoft Teams, enabling seamless interaction and skill-based routing of inbound Teams calls. Webex Connect includes integrations with leading CRM, contact center, commerce, database/storage and helpdesk vendors, notably including Salesforce, AWS, Microsoft Azure, among others.
The Cisco Headset 720 Series is designed with agents in mind. The headset features a lightweight 276° rotation boom arm with flip-to-mute and features one button to join for Webex and Microsoft Teams.
Webex Contact Center offers an enhanced cloud-based supervisor dashboard to monitor agent performance, send messages within the Webex App, and view detailed agent information and important call highlights. Webex is also expanding Analyzer reports, so supervisors can optimize their team performance with real-time and historical insights.
Webex Connect is integrating with Sycurio enabling easy, simple and quick payment processing for end users as part of workflows. A partnership with Epic will help healthcare customers integrate their existing back-end systems to improve timely and relevant communications with patients across all touchpoints.
Webex Connect enables bot capabilities with support for 93 languages. The bot capabilities now leverage a unified natural language processing (NLP) node to enhance language capabilities.
Webex recently launched the Customer Experience Developer Portal featuring access to APIs and documentation to personalize contact center experiences. APIs are available for the customization of agent desktop, routing, orchestration, automation, AI and more.