Innovation Velocity: Everything that’s new in Webex Contact Center in 2024.

In today’s rapidly evolving digital landscape, where customer expectations are higher than ever, innovation isn’t just a luxury – it’s a necessity!

Recent research from Webex revealed that 95% of contact center leaders believe AI is critical for their strategy to enhance customer experiences. Here at Webex Contact Center by Cisco, we’ve been helping customers deliver on their AI strategy with rapidly delivering new innovations that cater to heightened customer expectations, agent empowerment, and ways to improve operational efficiencies in the contact center. Initial feedback from our AI beta customers, including reduced handle time, and increased net promoter score, is proving what a game-changer AI is in the contact environment.

Since the start of 2024, we’ve been busy! Read below to learn about just a few of these innovation highlights, enabling your contact center to reach new heights.

New innovations to keep your agents engaged and productive

Our native Cisco AI Assistant for Webex Contact Center now includes advanced features for summarization, wrap up, and next-best-action. By equipping agents with the right tools and information at their fingertips, the Cisco AI Assistant allows agents to deliver more personalized, accurate, and faster service to customers helping to increase CSAT and build customer loyalty. In turn, agents can feel much more empowered as they have all the knowledge necessary to quickly and effectively deliver answers to customers. The following updates to the AI Assistant include the following:

• Suggested Responses: Provides automatic responses to the agent within the chat window in response to a customer query to improve agent efficiency and reduce onboarding time.
  
  
• Virtual Agent Summaries: if a customer was not able to self-serve in the bot experience, they may need live agent support. In which case, there’s nothing worse than having to repeat yourself upon being connected to the live agent – this frustrates the customer and becomes difficult for the agent! Now, with Virtual Agent Summaries, the live agent receives a complete summary of the customer’s interaction with the chatbot so they can quickly pick up right where the customer left off.

Webex Contact Center has also launched Agent Wellness; a feature powered by AI to help to help detect agent burnout and stress levels in real-time. By utilizing AI, Agent Wellness can listen, detect, and act to help businesses enable automated actions before, during and after calls to mitigate the impact of agent burnout.

Additional enhancements impacting agent productivity include:

• CRM connectors to support deeper integrations with leading CRM providers allowing agents to process customer information without delay and manage advanced call related tasks directly from an integrated desktop.
  
• Background noise removal for contact center agents. Leveraging deep learning, speech science, and audio processing, this innovation ensures clearer communication and improved understanding of conversations.

Read more here on some of 2024 enhancements for Webex Contact Center Agents.

Ensure your business is staying on top of customer expectations

Many of our latest enhancements are designed to revolutionize how the contact center can interact with and better serve valued customers. Therse enhancements seek to prioritize seamless interactions and deliver even more personalization to ensure your customers engage in elevated service experiences. Some of these new enhancements directly impacting customer experiences are the following:

• Native Virtual Agent: Customers can now easily design and manage automated self-service experiences with a native Virtual Agent in Webex Contact Center. Contact centers can increase operational efficiencies and improve customer experiences without having to go through multiple third-party interfaces to build powerful, humanlike interactions. Additionally, with voice and digital capabilities newly added, customers can now create self-service experiences that span across voice and digital channels. Check out more on the native voice & digital self-service capabilities.
  

• Dropped call summary: Eliminate customers having to repeat themselves with automatic dropped call summaries and accurate automatic summaries for seamless handoffs from virtual to human agents.
  
  
• Auto CSAT: CSAT score will be assigned automatically to every interaction by referring manual survey data, operational metrics and call recordings. While this new feature of course impacts the business at large, customer experiences can now easily be tracked and improved upon without every customer having to take a survey for their voice to be captured.

Updates for your supervisors & admins to keep a pulse on every facet of the contact center

In addition to delivering new enhancements that directly impact the experience of your agents and your customers, we’ve also diligently rolled out new updates designed to help your supervisors and admins stay on top of day-to-day operations. These new features work to ensure that monitoring every aspect of the contact center comes with greater ease.

• Topic Analytics: With historical and live top call drivers, business owners can identify the top reasons customers have called in to the contact center enabling them to identify suitable candidates for automation based on the ongoing customer interactions.

• Presence sync with Microsoft Teams: Supervisors can now monitor team’s activity more effectively with the new presence synchronization feature. Your agent’s Webex Contact Center state is synchronized with Microsoft Teams, offering you real-time visibility into their status, whether they’re on a call, presenting content or have opted for ‘Do not disturb’.
  
  
• Webex Contact Center Flow Designer: now supporting the use of variables for Business Hours and GoTo activities. This enhancement allows flow developers to specify the behavior of these activities through variables, enabling them to reuse flows more effectively. Developers can now create a single flow with these activities and modify their functionality dynamically at runtime with the help of variable support.
  
  
• Customer Journey Data Services (CJDS) is now available in EMEA (UK & Frankfurt) region (already available in the US). Now, businesses can harness the power of CJDS to capture, analyze, and act on customer data in real time. They can enhance their customer interactions by integrating with any data source, creating dynamic profiles, and personalizing experiences through Webex Contact Center.
  
  
• Multilingual task bots: the new multilingual feature is an enhancement to the Webex Connect Bot Builder and extends the existing multilingual capabilities available for Q&A bots and enhances these to now include task bots. This new feature enables developers to build a single task or Q&A bot capable of conversing in over 33 different languages. Once fed the appropriate training data, chatbots will be able to auto-detect questions in multiple languages, understand their intent and respond in the same language.

Innovation driven by our customers—and yours

We’re so grateful to our customers who partner with us on AI feedback, trials, and customer-driven innovation. We’re incredibly proud to have these accomplishments recognized: Cisco was recently named a leader in the IDC CCaaS MarketScape, and received the TMCNet 2023 Generative AI Product of the Year Award for AI Assistant for Webex Contact Center. We couldn’t have done it without you!

The best is yet to come

Join us at WebexOne 2024 to experience breakthroughs in AI, hear from the biggest names in the industry, and learn how to revolutionize hybrid work and customer experience.