I am pleased to announce that Cisco has been named to the Gartner Magic Quadrant for Contact Center as a Service (CCaaS). You can request a copy of the full report here.
Webex Contact Center is a cloud-based 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.
With integrated agent and supervisor experiences, purpose-built AI capabilities, calling, virtual agent bots, customer journey data and flow builder, communications platform (Webex Connect), workforce optimization (Webex WFO), analytics, third-party integrations, and developer SDKs, Webex Contact Center delivers a comprehensive enterprise-scale customer experience solution.
Cisco is also recognized as a Leader in the Gartner® Magic Quadrant™ for Unified Communications as a Service. The Gartner Magic Quadrant recognizes vendors for their ability to execute and the completeness of vision.
Exceeding the Needs of an Evolving Customer Experience
Expectations from consumers for personalized and context-aware experiences have never been higher. It’s no longer sufficient to just deliver traditional, reactive experiences over voice, email, and chat. Consumers want to choose how and when they interact with businesses and want to do so across their personal channel preference. They want low effort experiences that are proactive and take their unique needs into consideration.
Webex Contact Center delivers on these evolving demands on all counts, leveraging AI, digital automation for proactive communications, intelligent, natural self-service, and context-aware human agent engagement. We’ve also made the agent and supervisor environments a priority, so employees have the best tools available to them to serve customers. This focus helps lower the day-to-day stress often present for contact center personnel. Webex Contact Center continues to be a key solution in the industry’s leading collaboration portfolio, delivering an integrated experience across Webex Calling, Meetings, and Messaging.
A Year Full of Highlights
Our cloud continuous delivery model ensures that every month a steady stream of innovation is delivered to our partners and customers. Some examples of this in the last year include:
- A new data center in Japan and expanded Canada presence – with Webex Contact Center now available in 87 countries.
- Continued addition of more digital engagement channels – now supporting WhatsApp and Facebook Messenger, and soon, Apple Messages for Business and Google Business Messages.
- The deployment of a new global media layer that will help us deliver exciting new services and more efficient global deployment for multi-national businesses.
- A new supervisor desktop, delivering a best-in-class user interface for contact center managers, and dozens of new APIs.
- General availability of our enhanced data platform that informs action with valuable context across all customer touchpoints.
- Tight out-of-the-box integration with Microsoft Teams, enabling contact center agents and knowledge workers to collaborate better.
The Road Ahead
We’ve made significant investments in Webex Contact Center and have exciting plans to add more capabilities to help our customers stay ahead of the demands of their customers for innovative experiences. Stay tuned for more enhancements, announcements, and new capabilities!
Gartner Magic Quadrant Disclaimer
Gartner, Magic Quadrant for Contact Center as a Service, 07 August 2023, Drew Kraus, et. Al.
GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Cisco.
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