Cisco Reimagines Its Webex Customer Experience Portfolio

Cisco has launched new features and capabilities for its Webex customer experience portfolio. Announced this week at WebexOne 2022, the tools deliver a fully integrated collaboration, cloud contact center and cloud communications platform.

Cisco’s Jeetu Patel

Jeetu Patel is EVP and GM, Cisco Security and Collaboration.

“Digital-first consumers now demand a more responsive and personalized experience from the brands they love,” Patel said. “This trend is driving companies to reconsider their approach to CX (customer experience). They want a single vendor offering that brings together advanced CX capabilities with the security and reliability they’ve come to expect from Cisco.”

With Webex CX, businesses can engage with customers across both digital and human (voice and messaging) interactions. The omnichannel experience is possible through the tight integration of Webex Connect and Webex Contact Center. This creates a highly connected customer experience.

AI-Powered Technology

Webex’s AI-powered background noise reduction technology will be available in Webex Contact Center. It will also be available on PSTN voice calls. Background noise reduction improves the customer experience by reducing distraction. Additionally, it improves comprehension for both the customer and the agent.

Customers can now engage via more than 16 channels, including Instagram and Google Business Messages. Webex Connect allows businesses to be where their customers are for customer support and new commerce experiences.

The Agent Experience

Webex Contact Center will be certified for Microsoft Teams. It enables seamless interaction and skill-based routing of inbound Teams calls. Webex Connect has integrations with CRM, contact center, commerce, database/storage and helpdesk vendors. These include Salesforce, AWS and Microsoft Azure, among others.

Clear auditory experiences are critical for agents. Cisco designed the new Headset 720 Series with agents in mind. The headset features a lightweight 276-degree rotation boom arm with flip-to-mute and features one button to join for Webex and Microsoft Teams. Users can choose from a single or dual ear wearing styled headsets.

Business Gains

Webex Contact Center offers an enhanced cloud-based supervisor dashboard to monitor agent performance. There users can send messages within the Webex App and view detailed agent information and important call highlights. Webex is also expanding Analyzer reports, allowing supervisors to optimize their team performance with real-time and historical insights.

Webex Connect will provide simple and quick payment processing for end users as part of workflows, the company said. A partnership with Epic will help health care customers integrate their existing back-end systems. This will improve timely and relevant communications with patients across all touch points.

Additionally, Webex Connect makes language fluency nearly universal. Bots are fluent in 93 languages on the platform. The bot capabilities now leverage a unified natural language processing (NLP) node to enhance language capabilities.

Finally, Webex recently launched the customer experience developer portal. It features 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.