Aragon Research has released its annual Intelligent Contact Center (ICC) report, and Webex by Cisco is proud to be identified as a leader for Webex Contact Center for the fourth consecutive year. Webex was also honored to be named a leader in the 2022 Aragon Globe for Unified Communications and Collaboration (UCC). The report is based on an extensive analysis of vendor capabilities, and identifies important attributes required to deliver outstanding customer experiences.
Powered by an integrated Webex portfolio
Aragon notes the significant investments made at Cisco to deliver an integrated solution across collaboration and contact center. These include elements such as integrated cloud calling and essential customer contact capabilities, such as digital channels, artificial intelligence, and workforce optimization.“Cisco has doubled down on its Webex business unit, with a complete pivot to make its overall Webex platform intelligent. Cisco offers an integrated Unified Communications and Collaboration (UC&C) portfolio with support for both on-premises and cloud offerings that has a significant focus on AI and automation”
Built on a modern cloud architecture
Cisco built Webex Contact Center from the ground up based on the most modern cloud principles and architecture available. This ensures a flexible, secure, and scalable platform to deliver modern customer experiences. Continuous delivery of new features and a robust roadmap provide confidence that Webex will continue to deliver ever-increasing value to our customers and partners.“Cisco offers a full cloud-based native intelligent contact center offering. Besides SaaS Cloud, Cisco supports hybrid cloud by leveraging Kubernetes containerization and microservices to ensure our customer the ability to deliver new experiences and business outcomes”
A focus on intelligence
The heart of the modern customer experience is intelligence… intelligence before, during, and after customer interactions with a human agent. Webex Contact Center delivers outstanding forms of native intelligence through customer journey, data, analytics, and intelligent bots powered by AI. The combination of these assets, in turn, establish powerful experiences that meet the needs of even the most demanding customers.“Cisco also has significant capabilities for conversational intelligence, including real-time transcription, wrap-up notes, and action items.”
Delivering the reliability, security and scale demanded by customers
The hallmark of Cisco’s contact center solution portfolio over the years has been its focus on key elements that are critical to delivering solutions that operate at scale, are secure, and meet industry and regulatory requirements. These attributes have been brought forward to our cloud-based portfolio. This allows our customers to enjoy the benefits of these important capabilities while operating in agile cloud deployment models.“The Webex Platform also focuses extensively on security, including support for privacy, encryption, data loss prevention, mobile security, and regulatory and legal compliance. With its data centers, it also supports data residency and sovereignty requirements globally.”
It all adds up to a leading solution
The intense focus on building a world-class cloud contact center has now allowed Cisco to offer the most complete collaboration and customer experience suite in the marketplace that includes calling, meetings, messaging, contact center, and a cloud communications platform (CPaaS) as an integrated portfolio. This simplifies operations for our customers and helps drive efficiency into their business, while delivering outstanding capabilities across all portfolio elements, and in particular contact center.“Cisco offers one of the most complete voice and video collaboration platforms, now fully integrated within the Webex app, its integrated cloud-based collaboration experience.”Cisco is proud to be identified by Aragon as a leader in the Intelligent Contact Center market and we look forward to bringing continual innovation in the years ahead, such that customers can extend their own leadership in delivering the experiences which differentiate their businesses. For additional views on Webex Contact Center, have a look at some of the latest reports and industry recognition:
- Read Aragon’s full report to see why Webex by Cisco was named a leader
- Cisco named in Gartner® Magic Quadrant™ for Contact Center as a Service
- Forrester Total Economic Impact™ (TEI) shows a 262% ROI for Webex Contact Center
- McGee-Smith Analytics report: Four Journeys, One Destination: Customer Experience Excellence
- CX Today’s CX Awards 2022: Best Contact Center Platform and Best Customer Experience Solution
- Frost and Sullivan Radar™ rates Cisco among leading enterprise cloud contact center providers in their North American Enterprise Cloud Contact Center Market, 2021
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