Categories: Customer Experience

Webex continues commitment to Canada with next generation contact center capabilities

Canadians are demanding more from their interactions with businesses that serve them. Across every industry, consumers expect their requests to be handled on the channel of their choice, to be resolved on the first interaction, and a delightful experience while doing so. Many organizations are struggling to deliver on these rising expectations. In a recent study, Forrester found customer experience quality in Canada has fallen to a new low. The good news is that cloud contact center technology can help organizations transform their customer engagement strategies to meet these new demands. We are pleased to announce that Webex Contact Center is adding its next generation features in Canada to help businesses deliver their best customer experience. These updates include support for digital channels and seamless virtual-to-human agent experiences, while meeting the data residency and security requirements that regulated industries in Canada need.

Next generation cloud Contact Center capabilities

Webex Contact Center makes it possible to create customer delight at every moment along their journey. Webex Contact Center is a cloud-native contact center platform that enables businesses to connect customer experiences across all the ways customers want to engage: proactive messaging, self-service, and human-assisted engagement. With broad channel support, Webex Contact Center allows customers to communicate in their individual channel of choice, whether that is voice, text, email, social messaging, or more, and ensures that agents have context and intelligence across the entire customer journey.

We’re adding numerous features in Canada that make Webex Contact Center even more powerful, including:

  • Digital Channels: Let today’s digital-first customer connect their way—via chat, text, social, email, or call.
  • AI-powered voice and chat virtual agents: Deflect routine interactions and provide a seamless transition to live agents with a unified inbox.
  • Empowered agents: A new agent desktop gives agents everything they need to deliver exceptional customer experiences.
  • Tight integration with the Webex Suite: Webex Contact Center supports Webex Calling with our next generation media platform. The Webex App breaks down siloes between the frontline and back office by enabling agents to reach out to subject matter experts across the company.

In-country data residency

Webex offers a full suite of customer experience and collaboration solutions that meet the privacy needs of regulated Canadian industries. Webex Contact Center is tightly integrated with Webex Suite including Meetings, Messaging and Calling, with Meetings and Calling hosted in-country and messaging coming soon.

Flexible deployment

Contact center leaders in regulated industries have been eager to modernize their customer journeys but have been held back by privacy and data requirements. Now with next generation contact center features hosted securely in Canada, alongside the entire Webex Suite, customers that value the security, reliability, and trust of on-premises deployment can be assured Cisco’s cloud can offer these same benefits, alongside transformational capabilities that customers are requesting.

Webex Contact Center is available as part of the Cisco Collaboration Flex Plan for Contact Center, which provides an intelligent and practical path for migrating from an on-premises to cloud contact center at your own pace, with an award-winning user experience at every step.

Next Steps: To learn more about Webex Contact Center and the platform’s features and benefits, read the showcase brochure or get started with a personalized cloud contact center demo today.

We are also hosting an upcoming event July 19, 2023 about Webex Contact Center at our Toronto office. Register here.

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Published by
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