Cisco

Webex Contact Center provides the industry’s most comprehensive customer experience as a service solution, enabling connected interactions across the entire customer lifecycle.

Watch: How to Get Customer Experience Right in Your Contact Center

Built for the future of customer experience

Digital first: Let customers connect via text, social, chat, email, and voice. Plus, AI-powered virtual agents facilitate faster support whenever they need it.

End-to-end Experience Management: Close the customer feedback loop with integrated Webex Experience Management, including follow-up surveys via text, email, or IVR.

AI-powered assistance: Use virtual agents to easily handle routine interactions, provide seamless transitions, and connect transcripts to live agents for more complex inquiries.

Intuitive agent experience: Help agents better engage customers with a modular agent desktop that provides customer interaction history, external resources, built-in collaboration tools, and more.

Customizable platform: Deploy quickly with our out-of-the-box ready contact center. Easily manage it with user-friendly tools like a drag-and-drop workflow builder.

Woman texting on the go

Digital First Engagement Product Line-Up

  • Conversational AI

    Leading-edge natural language processing, machine learning, and robust intent understanding to deliver human-like interactions. Verint Intelligent Virtual Assistant (IVA) powers personalized digital and voice interactions.

  • Engagement Channels

    Orchestrate interactions with intelligent workflows that connect people, data, and experiences.

  • Engagement Orchestration

    Orchestrate interactions with intelligent workflows that connect people, data, and experiences.

  • Knowledge Management

    Consumer patience for the wrong answer is non-existent. Deliver accurate information in an instant.

Experience Management Product Line-Up

  • Survey Management

    Your customers and employees have vital opinions and information about the experiences your business provides. Passively “listening” to them is not enough.

  • Voice Survey

    What do customers really think about your business? It’s a deceptively simple question and one of your biggest challenges in today’s highly competitive market.

  • Predictive Modeling

    Many organizations capture an overwhelming volume of experiential data in customer and employee interactions across all channels and touchpoints.

  • Digital Feedback

    Customers and employees expect their needs to be met wherever, whenever, and however they choose. You need actionable insight into how they feel about their experience with your business.

  • Digital Behavior Analytics

    Customer session replays plus experience management insights equals powerful behavior analysis.

  • Speech Analytics

    The most-used and highest-rated speech analytics application on the market. Surface valuable intelligence from recorded calls.

  • Text Analytics

    Extract actionable business insights from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).