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.
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.
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:
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 for Contact Center as a Service, 07 August 2023, Drew Kraus, et. Al.
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