News summary:
- Webex by Cisco helps agents deliver exceptional experiences,
enhanced by AI with Cisco AI Assistant.
- Webex delivers a turnkey solution at a lower price to empower
customer-facing employees outside the contact center with Webex
Customer Experience Essentials.
- Webex Contact Center customers will see even more value with
core quality management functionality and out-of-the-box CRM
integrations included in the seat price.
ORLANDO, Fla., March 26, 2024 /PRNewswire/
-- Cisco (NASDAQ: CSCO) at Enterprise Connect today
announced new offerings within its Webex cloud customer experience
solutions. Efficiently delivering a standout, connected customer
experience across all channels and interactions is a business
imperative, and organizations are increasingly looking to solutions
that enable them to modernize the customer experience without
disrupting their business.
In today's competitive, customer-obsessed climate, organizations
must support every customer facing employee and every contact
center agent as they seek guidance and support to resolve issues
quickly. Today, they lack the right tools at the right price point
to enable this. To address this, Cisco is unveiling general
availability of the all-new Webex Customer Experience Essentials
for customer-facing employees who are not traditional contact
center agents. Cisco is also announcing new innovations in the
Cisco AI Assistant for Webex Contact Center, quality management
functionality and CRM integrations.
"Our Webex Customer Experience business continues to see rapid
growth," said Jeetu Patel, Executive
Vice President & General Manager, Security & Collaboration
"Organizations of all sizes are working with Cisco to empower
contact center agents, reduce turnover and protect their brands. We
offer them value at a price that's best in class."
Some customers are already benefitting from Cisco AI Assistant
for Webex Contact Center capabilities in beta. These capabilities
include conversation summaries for dropped calls and virtual agent
interactions; agent burnout detection; automatically generated
customer satisfaction scores; and topic analytics capabilities that
help improve business outcomes. Early feedback from a customer
using AI Assistant for Webex Contact Center saw a 4x improvement in
time spent handling customer inquiries and have reported last mile
improvements in customer satisfaction scores from 4.8 to 4.9 on a
1-5 scale – all within a two-month period.
"As First Horizon continues to find ways to improve our clients'
experiences, we also look at the agent experience. Happy agents
lead to better engagement with our clients. To that end, we have
started testing Cisco AI Assistant's call drop summaries,"
Jason O'Dell, Vice President, Voice
Services Manager at First Horizon Bank. "The summaries are concise,
providing the important context of a customer's earlier interaction
during repeat calls. These can be leveraged by our virtual bankers
to avoid repeat conversations and improve customer experience. We
are excited to be a part of AI Assistant's beta group and see
positive results. We will continue to work closely with the Cisco
team to fine tune the solution further to cater to specific banking
use cases."
The self-learning, AI-powered Webex Contact Center enables
businesses to connect customer experiences across all the ways
customers want to engage—proactive messaging, self-service and
human-assisted engagement—and ensures that agents have context and
intelligence across the entire customer journey. Webex Customer
Experience Essentials provides core agent and supervisor
functionality, including analytics and reporting. The solution is
priced to support customer-facing employees and teams, powering
organizations with teams as small as 10 employees up to 50,000.
Cisco is also announcing core quality management features from
its Webex Workforce Optimization solution that will be part of
the new Webex Contact Center license. Additionally, as part of
Webex's focus on delivering a steady stream of innovation to
customers, new, deeper integrations with leading CRM providers will
be available in the summer of 2024. These integrations with
Salesforce, Microsoft Dynamics 365 and ServiceNow will seamlessly
enable agents to process customer information without delay and
manage advanced call related tasks directly from an integrated
desktop. This ultimately simplifies workflows and improves overall
efficiency.
More information about Webex Contact Center is here and
learn more about today's announcement here. To hear how our
customers are already leveraging Cisco AI Assistant for Webex
Contact Center across industries, visit here.
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide technology leader that
securely connects everything to make anything possible. Our purpose
is to power an inclusive future for all by helping our customers
reimagine their applications, power hybrid work, secure their
enterprise, transform their infrastructure, and meet their
sustainability goals. Discover more on The Newsroom and follow
us on X at @Cisco.
Cisco and the Cisco logo are trademarks or registered trademarks
of Cisco and/or its affiliates in the U.S. and other countries. A
listing of Cisco's trademarks can be found at
www.cisco.com/go/trademarks. Third-party trademarks mentioned are
the property of their respective owners. The use of the word
partner does not imply a partnership relationship between Cisco and
any other company.
About Webex by Cisco
Webex is a leading provider of cloud-based collaboration
solutions which includes video meetings, calling, messaging,
events, customer experience solutions like contact center and
purpose-built collaboration devices. At Webex, we start with people
and their experiences first. This focus on delivering inclusive
collaboration experiences fuels our innovation, which leverages AI
and Machine Learning, to remove the barriers of geography,
language, personality, and familiarity with technology. Our
solutions are underpinned with security and privacy by design. We
work with the world's leading business and productivity apps –
delivered through a single application and interface. Learn more at
webex.com.
View original content to download
multimedia:https://www.prnewswire.com/news-releases/cisco-furthers-customer-experience-momentum-with-new-offerings-that-extend-customer-value-302098589.html
SOURCE Cisco Systems, Inc.