This week was filled with excitement with thousands of attendees joining us from around the globe to experience our first live WebexOne in Anaheim, California. We announced brand-new innovations in AI, Hybrid work, Devices, Customer Experience, IT and many other areas all centered around making your work more efficient and productive.
Among these innovations, Webex Calling took a center stage to bring you a number of new features that enable businesses to strengthen customer relationships, deliver calling to workers of all types in any environment, and add enhance Calling with new capabilities delivered through our rich partner ecosystem. We’re also happy to announce a new milestone: Webex Calling today has 13M users, adding 6M+ new users since last year’s WebexOne’22. We are thankful to our worldwide users who trust us with their calling needs every day.
Elevate the customer experience with Webex Calling
Calling is central to the customer experience – customers call your business when they need an immediate resolution to urgent issues, and at WebexOne 23 we introduced a number of innovations that enable businesses to build stronger customer relationships with Webex Calling.
Webex Attendant Console provides receptionists, attendants, and operators with a single interface to easily manage a high volume of incoming calls. This powerful experience is built right into the Webex App to boost your productivity and work efficiency.
We’ve enhanced the multi call window to give users the ability to select from multiple lines, join queues, and set agent status – making it a perfect solution for Webex Calling agents that manage a high volume of calls across multiple lines or queues.
The multi call window is also available with Webex Calling for Microsoft Teams, providing Teams users with customer experience features that are not available with Teams Phone or the Microsoft Teams application.
We’ve also improved the Agent Experience in the Webex App. Agents now have real time visibility into queue activity, so they can quickly identify busy queues that need assistance. Our new screen pops are a helpful new feature that display relevant information for each call.
HD Voice is an industry first innovation that ensures that your Webex Calling agents can hear customers clearly. Powered by AI, HD Voice makes every conversation easier to hear by eliminating background noise and reconstructing the wideband audio speech spectrum on calls over the PSTN.
Our all-new Supervisor Experience delivers immediate insight into queue activity in the Webex App. Supervisors can change the state of agents, add agents to queues, or monitor agent calls to ensure that customers are receiving the highest level of service.
Webex Calling supervisors also have access to powerful new analytics tools built into the Webex App. Historical queue analytics show KPIs, answered, abandoned, and transferred calls, and historical trends. Historical agent states give insight into agent performance over time.
Webex Calling customer experience solutions are available through simple, cost-effective offers that provide businesses with a customer experience solution for any need.
Webex Customer Experience Basic: is a collection of core call center features that are included out of the box, for no additional fee with the Webex Calling Professional License. Webex Customer Experience Basic includes voice queues, the agent experience, multi call window, and HD Voice. HD Voice is suited for small call centers or groups.
Webex Customer Experience Essentials: is an all-new Webex Calling license designed for growing call centers or groups and more sophisticated customer interactions. It includes agent screen pops, the supervisor experience, analytics experience, and all the features of the Webex Calling Professional License. Essentials offer will enter beta in December 2023, and will be generally available in CY Q1 2024.
Webex Contact Center and Connect (CPaaS): Businesses that need a complete omni-channel contact center solution or a CPaaS solution can elevate the customer experience with Webex Contact Center or Webex Connect.
Experience Webex Calling in any environment
For calling to provide value, it must be available in any environment. Our announcements at WebexOne bring Webex Calling to workers in new places, on new devices, and in new verticals.
Webex Go with AT&T extends powerful enterprise-grade calling to users’ corporate mobile phones via our partnership with AT&T. Users will have one single business provided phone number for all Webex communications and the business calls will be routed via AT&T’s fast, secure, and reliable 5G network. Webex Go with AT&T is now available to order in the US. You can order Webex Go now here.
Webex Go (BYOD use cases) is also getting a boost. It’s already available in the US, UK and now coming to France in the coming months. Now today’s modern workforce has the flexibility to connect and collaborate from anywhere using their personal or corporate mobile device.
Webex Calling with FedRAMP authorization – We’re also excited to announce that Webex Calling in the Webex for Government platform is now generally available for government agencies and federal contractors. Orders have already been fulfilled with two large federal agencies and one state government agency already taking advantage of the latest technology features in Webex Calling.
Enhance Webex Calling through our rich partner ecosystem
We’ve built Webex Calling on an open platform with SDKs and APIs to facilitate a rich partner ecosystem. Several partners joined us in Anaheim to highlight new innovations and live product demos. Thank you partners!
Are you ready to ditch the old and embrace the bold with Webex Calling?
I hope you are as excited as we are in bringing these exciting innovations to you. Calling remains central not only to connecting everyone and everywhere – whether it’s from home, from the office, or anywhere in between but also turning any employee into providing outstanding customer experience. If you are ready to supercharge your business with a modern yet flexible cloud calling solution; one that is more secure, reliable, innovative, with a global reach, I encourage you to explore our Webex Calling webpage to learn more or reach out to our Sales team to discuss your specific needs and request feature demos.
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