We are proud to share that the Cisco Webex Contact Center has been named a Leader in the IDC MarketScape: Worldwide Contact Center-as-a-Service Applications Software 2024 Vendor Assessment (doc #US52302923, June 2024) report. The IDC MarketScape IDC’s report evaluated 12 worldwide providers.
The report noted, “Midmarket organizations will find the breadth of capabilities in Webex Contact Center a good current fit and will be able to evolve along with the product set as they gain expertise. The portfolio benefits of Cisco’s global sales and support resources along with extensive language support are a crucial value-add for larger customers.
The IDC MarketScape report recognized Cisco for the following strengths: “Moving from an on-premises product set, Cisco has brought its knowledge of contact center requirements over to a cloud-based product offering. Cisco has embraced the continuous release cycle of the cloud environment and posts its updates in a blog, which is currently in the thousands of features. Webex Contact Center provides an extensive list of channels that are supported natively. Access to Cisco’s full breadth of capabilities within the collaboration portfolio (i.e., contact center, calling, meetings, and messaging) as well as CCaaS/CPaaS/UCaaS as a single solution provides customers with a comprehensive suite of contact center, collaboration, and infrastructure products. Vertical use cases enable Cisco to provide a wide range of industries with specific functional requirements while maintaining core code integrity. The company reports an above 99.999% uptime.”
The report also noted, “The customer care environment has grown to be an even more integral part of any organization’s contact point with customers. As the world we live in becomes more complex, so too do the questions that customers have regarding their goods and services.” While contact center leaders of the past looked at ways to balance customer satisfaction with costs, today’s leaders are focusing on how interaction data can fuel improvements that ensure long-term customer loyalty.
We have created an AI-powered, self-learning contact center to address the customer experience challenges of the past and deliver the contact center of the future.
Webex Contact Center delivers in a world of AI promises
AI’s potential to transform businesses cannot be understated or ignored, and plenty are investing in AI-powered solutions. In addition to the strengths and benefits the IDC MarketScape pointed out, we think customers also choose the Webex AI-powered, self-learning Contact Center for our:
- Platform approach: The capabilities we’ve built for meetings can also be used for calling, which can then be leveraged in the contact center and so on. This allows us to build once and use it many times to solve our customers’ hardest problems. It also means that the award-winning Cisco AI Assistant for Webex is included in our Contact Center.
- Industry-leading AI: Great communication involves more than just words. Webex is focused on capturing the rich nuances of conversation with a series of proprietary innovations, including Real-time Media Models, the AI Assistant, the newly announced native voice virtual agent, and more. It’s all built on a foundation of Responsible AI and Cisco’s industry-leading security.
- Self-learning capabilities: Webex Contact Center is truly “self-learning,” as real-time AI insights enable organizations to rapidly adapt to customers’ needs and respond with AI-powered self-service tools and AI-assisted contact center interactions.
- Interoperability: Organizations often use various software and systems, which can create challenges to delivering frictionless interactions. Webex offers seamless interoperability with Microsoft Teams for collaboration and presence sync and includes CRM connectors for the most commonly used platforms, such as Salesforce, Microsoft Dynamics 365, and ServiceNow.
- Deep understanding of the Contact Center space: With 3 million+ agents in 36,000 contact centers across all industries, we bring a wealth of experience in the Contact Center industry while offering flexible deployment options and diverse customer experience solutions.
We recently surveyed more than 1,000 customers about the experience using our AI Assistant for hybrid work and customer experience. Read what they had to say.
It’s been a phenomenal year for Webex Contact Center
Our contact center has received numerous awards and accolades, including:
- Best Enterprise Contact Center Award (highly recommended) from CX Today.
- Generative AI Product of the Year from TMCNet.
- Top CCaaS Providers to Consider in 2024 from UC Today.
- Top Microsoft Teams Contact Center Solutions in 2024 from UC Today.
Take a look at our Accolades Book to see more of our standout achievements across all products and solutions.
We do it all for our customers
We are incredibly proud of all we’ve accomplished this year and to be named a Leader in the IDC MarketScape. Our success is possible because of our amazing customers, and we innovate with their needs at the heart of everything we do.
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