To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience.
This month, I’m highlighting some of the exciting features we’ve introduced with Webex Contact Center, our versatile contact center as a service (CCaaS) for small and large contact centers, trusted by leading financial, healthcare, retail, and entertainment companies around the world.
Because we use an agile cloud development approach, we’re able to introduce new features and capabilities on a frequent and ongoing basis. Our unique multi-tenant cloud Webex Platform for Contact Center enables us to deliver these new features across our entire contact center portfolio, enabling both cloud and on-premises customers to quickly take advantage of new capabilities that help them achieve their business goals.
Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. The solution includes three key modules and is now available with our on-premises solution, Unified Contact Center Express, as well as with Webex Contact Center:
We’ve made some enhancements to our advanced analytics solution that make it easier and quicker to find vital information, and simplify threshold settings for key metrics such as wait times.
I’m looking forward to communicating with you on a regular basis and to hearing about how these new capabilities are helping you achieve greater success. Stay tuned for next month’s blog where I will be highlighting new features that improve your ability to be more proactive in improving your customers’ experiences.
To learn more about Webex Contact Center, read our ebook. To learn more about Cisco Contact Center solutions, visit our website.
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