Break through the Noise with a Better Customer Experience

Webex ensures customers are always top of mind

In my previous blogs, we talked about collaboration within your organization, but collaboration with your customers is just as important, if not more. Organizations need to rethink how they effectively communicate with customers while also meeting business needs. With the pandemic, contact center agents faced higher customer demand which increased the requirement to hire more agents. 74% of customer experience (CX) leaders reported higher call volumes and it’s not just call volumes, it’s all the digital channels that customers use to interact with businesses. Contact centers have some of the highest agent turnover rates. Currently, a standard IT company attrition is at 19% which is very challenging to their business. In comparison, contact center businesses average an attrition of 30-45% which highlights the extreme challenges for contact center managers and agents. It’s no wonder 74% of agents are at risk for burnout as they manage the high demand. Webex Contact Center can empower agents to provide exceptional customer experiences with AI-powered productivity. Intelligent capabilities such as chatbots that seamlessly transition to human agents, intuitive self-service options, actionable customer insights, and automatic note taking enable agents and customers with the support they need. In addition to this, agents have the Webex App available right in the Webex Contact Center agent desktop that can help agents get real-time support by escalating to subject matter experts, getting answers for their customers. With Webex, agents have a framework that supports them as they engage with customers through every experience.

The New & Improved Offer – Flex Plan 3.0 Contact Center

I am excited to share that on May 18th, we made major enhancements and improvements to how customers can purchase Contact Center. Building on the values introduced with Flex Plan 3.0 for our collaboration solution, the new Contact Center offer is dramatically simplifying ordering, while providing customers a world-class contact center solution that has even more features, at a competitive price. The Contact Center Flex Plan offers an updated subscription model to increase choices and remove barriers to migrate to the cloud at your own pace. Cisco remains 100% committed to supporting the deployment needs of all customers with the ability to stay on-premises or migrate the cloud when needed. For Webex Suite customers, our contact center solutions are available standalone or as an add-on to the Webex Suite and can be managed under a single admin experience, Control Hub. With Flex Plan 3.0 Contact Center, customers now have a single subscription for all agents with several new features including:

• There are two license types – Standard, which provides “things a customer needs”, and Premium, which provides “things a customer wants” – each at a great price point to mix and match…
• Standard agents get new added value with included agent-assisted chat and email, extensible cloud innovations, support for digital channels as well as our new journey data service features.
• Premium agents add deeper agent-assisted digital channels including SMS, WhatsApp, and Facebook Messenger, supervisor features, predictive and progressive dialing, upcoming features such as Webex Audio Intelligence and more.

Customers can leverage the same management tool, Webex Control Hub, for their meetings, messaging, calling and collaboration devices as well as their contact center solutions. We are now adding even more visibility and availability for admins in Control Hub. Control Hub provides a single platform to manage your entire collaboration and contact center solutions for a seamless experience. This is unique in the industry, we are the only provider of an end-to-end collaboration solution (meetings, calling, messaging, contact center, communications platform, devices and more), while providing a single pane of glass for management and analytics via Control Hub.

Connect with Customers beyond the Contact Center

Webex continues to address customer and business with our contact center solution, but we can also enable them to reach customers with quick messaging through customer interaction applications. Integrated within our contact center, you can support interactions via SMS, chat, Facebook Messenger, WhatsApp, and more to ensure your customer has a seamless journey and your agent knows the history of your customer. We have the Webex Connect Communications Platform as a Service (CPaaS) capabilities that are available both standalone and integrated with our contact center solution. We are excited to announce new solutions with offers for specific use case scenarios: Webex Assist for organizations to provide high quality remote video assistance anytime, anywhere, Webex Notify for sending timely and relevant notifications to customers, and Webex Campaign for creating and automating multichannel messaging campaigns, all of which leverage our Webex Connect CPaaS platform. By 2025, 80% of customer service organizations will have abandoned native mobile apps in favor of messaging for a better customer experience. Through these applications, organizations can stay connected with customers, automate interactions, and integrate with existing systems for end-to-end customer journey support.

Make Every Customer Interaction Matter

When a company makes customers feel appreciated, 76% indicate they’ll keep their business with the brand, 80% say they will spend more with the brand, and 87% will recommend the brand to friends and family members. Customer interactions matter and are key to the success of businesses. Whether agents are onsite, at home or on the go, they need a set of tools and user experience that offers consistency and flexibility, and that’s what these solutions provide. Equally as important, customers demand communication in a modern way that works for them. With Flex 3.0 for Contact Center and our groundbreaking CPaaS solutions, we are providing a world-class customer experience solution at an incredibly competitive price. Let us help you evolve how you interact with your customers and their growing and ever changing demands.