Let’s find out together the new features announced by Cisco on the occasion of two virtual days WebexOne 2022 which will enrich the platform Webex Customer Experience.
What’s new coming to Webex Customer Experience
Webex Customer Experience is the platform able to offer services in a single solution Unified Communications-as-a-Service (UCaaS), Contact Center-as-a-Service (CCaaS) e Communications Platform-as-a-Service (CPaaS), simplifying the customer journey through digital and communication channels enhanced by a solid ecosystem.
In detail Webex CX offers functionality of customer experience intelligenti, proactive and personalized that favor the loyalty and the brand recognition from customers. Thanks to this platform, companies can easily interact with customers through unique experiences. The experience omnichannel is possible through the integration of Webex Connect and Webex Contact Center, enabling a seamless customer experience.
Below we report the news revealed for improve the customer experience:
- Reduction of acoustic interference: Webex AI-powered background noise reduction technology will be available in Webex Contact Center and PSTN voice calls.
- Engagement through more digital channels: now customers can communicate with more than 16 channels, including Instagram and Google Business messages.
Improve operator experience
- Expert access: Webex Contact Center is certified for Microsoft Teams, which ensures integrated interaction and routing of incoming Teams calls based on specific skills. Webex Connect includes integrations with leading CRM, contact center, database/storage, and helpdesk vendors, including Salesforce, AWS, and Microsoft Azure.
- Improving the audio experience of operators: the new Cisco headset 720 series They feature a lightweight 276° swivel microphone with flip-to-mute function and one-button access to Webex and Microsoft Teams.
Better business outcomes for customers
- More Productive Supervisors: Webex Contact Center offers a cloud-based supervisory dashboard to monitor agent performance, send messages within the Webex App, and view detailed information about agents and call highlights. Webex is also expanding the statistics reports available with the Analyzer functionality.
- Full integration: Webex Connect integrates with Sycurio, allowing for quick and easy payment processing.
- Automating New Workflows: Webex Connect enables bot features with support for 93 languages. Bot capabilities now leverage a single natural language processing (NLP) node to enhance language capabilities.
- Personalization and new possibilities: Webex recently launched the Customer Experience Developer Portal, with access to APIs and documentation. You can customize the contact center agent desktop, routing, orchestration, automation, artificial intelligence and more.
For more information, you can consult the official site.