2023 has been a year of unprecedented growth and innovation for Webex Calling. We introduced several groundbreaking new features and reached a milestone of powering 13 million users across 140+ markets around the world. We are truly humbled by this milestone and thank you all for your steadfast support. Here’s a recap of the announcements that we made during 2023.
Webex Customer Experience Basic and Essentials
At WebexOne 23 we introduced two new, cost-effective offers that provide businesses with a customer experience solution for any need.
Webex Customer Experience Basic: 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, our agent experience in the Webex App, multi-call window, and HD Voice.
Webex Customer Experience Essentials: An all-new Webex Calling license designed for growing call centers or groups with more sophisticated customer interactions. It includes agent screen pops, the supervisor experience, analytics experience, and all the Webex Calling Professional License features. Essentials offer will enter beta in December 2023 and will be generally available in CY Q1 2024.
Our new Webex Attendant Console provides operators, receptionists, and attendants with a powerful, interface to easily connect incoming callers with the right contacts. It’s a modern and intuitive replacement for the Webex Receptionist Client.
Webex Calling for Microsoft Teams enhancements
We continue to enhance Webex Calling for Microsoft Teams to deliver new capabilities to Teams users. Our integration now supports the multi-call window so users can easily manage a high volume of calls across multiple lines or queues from a single, compact window that sits unobtrusively on your desktop. With our integration, Microsoft Teams users can select from multiple lines, join/unjoin queues, and set availability directly in the multi-call window – an essential feature for customer experience agents.
HD Voice
HD Voice is an indispensable feature for customer experience agents who spend much of their day speaking to external callers like customers. It incorporates two groundbreaking AI-powered features: noise removal for external callers and wideband voice. When a Webex Calling agent hears poor-quality audio on the customer’s end of the call, they can activate HD Voice with a single click so they can hear and be heard clearly.
Enhanced Survivability
Enhanced Survivability for Webex Calling Dedicated Instance is an industry innovation that ensures that the complete Cisco UCM feature set, including third-party integrations, is always available – even if your business loses its connection to the cloud due to an unforeseen event such as a natural disaster. It’s essential for mission-critical businesses in healthcare, financial services, and retail verticals, among others.
Webex Go Webex Calling
Mobility is critical for hybrid work. Webex Go enables organizations to deploy mobility policies that are secure, compliant, and private while making the mobile phone part of the Webex ecosystem. We offer Webex Go for any model of mobility, including:
Webex Go (BYOD): Designed for bring your own device (BYOD) use cases, Webex Go adds your Webex Calling line to the second line on a user’s personal mobile phone via eSIM. This makes it easy for users to make secure, compliant, and private calls using their Webex Calling business identity. Webex Go is available now in the US and the UK and will be coming to France later in 2023, and Mexico in CY Q1 2024.
Webex Go with AT&T: Delivered in partnership with AT&T Business, Webex Go with AT&T is ideal for users who are provided with a business mobile phone. Webex Go with AT&T makes your AT&T Business mobile phone number your Webex identity across all Webex devices as well as your AT&T Business mobile phone. Webex Go with AT&T is orderable now for customers in the United States.
Thank you and happy holidays from the Webex Calling team!
It’s been an energizing year for Product, UX, Engineering, Marketing, Sales, and Field to see these features making a difference for our customers and end users. I’d like to close this year by extending my sincere thanks to all our customers, partners, and vendors for your steadfast support and trust.
With full of gratitude from the Webex Calling team, have a wonderful and relaxing holiday season ☃️.
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