Cisco Contact Center
Omni-channel Experience
When we talk about a common understanding, “omni-channel experience” is the buzzword, as customer communication via different platforms becomes more and more important. The Cisco contact center is considered a strategic resource for the optimization of customer experiences. All customer interactions, including voice, e-mail and chat communication, are standardized in the Cisco contact center and are available to employees. The hybrid operation is supported by an AI-assisted technology by Webex for the reduction of background noise and by the availability during PSTN calls.
Thanks to the integration of Webex connect, customers are from now on able to communicate via more than 16 channels, like for example Instagram, WhatsApp and Google business messages. Additionally, the Webex contact center is also certified for Microsoft Teams and can be directly integrated into MS Teams. Webex connect and Webex contact center offer not only an integration of CRM data, but they can also be integrated in the existing CRM systems of the customer via CRM connectors for providers such as Salesforce, Microsoft Dynamics and Service Now.
“The Cisco contact center is considered the strategic resource for the optimization of customer experiences.”
Christoph Grassmugg Technology Manager, NTSThe future is called Multi-Platform
For Cisco, open platform not only means to keep interfaces on devices or in the software “open”, but it also stands for the fact that Cisco video devices can be used for other meeting platforms such as Microsoft, Zoom, Google and other SIP meeting platforms. Many partnerships support Cisco on the path to video interoperability. Here, new possibilities such as screen releases by Apple Airplay and Miracast arise – without additional software on the end device.
Furthermore, Cisco is also a certified Microsoft Teams rooms devices partner. This means that customers are able to natively employ Cisco hardware for Webex as well as for Microsoft Teams.
