Webex Connects Customer Experiences for Moments that Matter

Customer expectations are changing fast. They can order almost anything from a mobile device and get it delivered to their doorstep within minutes. Customers want to interact with businesses with the ease they have become accustomed to from their smartphones. They want their interactions to be – seamless and fast – whether they are checking on an order, returning an item, or seeking product support.

The new customer experience bar has been set

Customers now expect personalized and proactive experiences. They want to be remembered and rewarded for their loyalty. Instead of repeating themselves, they want their support calls with your business to be informed by previous interactions and with historical information about past purchases and preferred communication channels. The best brands realize that each customer moment is an opportunity to foster that relationship.

Businesses are challenged to respond with new CX capabilities

Business leaders are quickly realizing that customer experience is a key competitive front. However, internal challenges – like connecting to existing systems while adopting new CX technologies, or the expansion of business stakeholders involved in customer technology decisions have made it difficult to make progress. The best business leaders see CX as not just an operational cost, but as a potential for increasing customer satisfaction while reducing total cost to connect and support customers. As businesses evaluate their CX capabilities, they’re facing many common challenges. Many companies have contact centers built to deliver voice connections between customers and agents, but they now realize that their customers want to solve and troubleshoot on their own rather than wait for an agent. Many consumers want to engage through integrated experiences like Apple Business Messaging through a map experience, or SMS, maybe even through their favorite social networking app, but many businesses haven’t been able to meet those expectations. Leading businesses are realizing that CX requires connection between disparate systems – from CRM, to ERP, order processing, and digital commerce – to deliver a seamless customer experience. As businesses focus on serving increased customer expectations, they start to democratize customer service across all customer touch points throughout the customer journey of buying, serving, supporting, and retaining the customer. This can bring new efficiencies into the system through automation, along with deeper customer insight and operational efficiency. That’s where the new CX mandate comes into focus: maximizing customer satisfaction while minimizing costs.

A single CX solution to simplify the complexity

With Webex CX, we empower businesses to effortlessly engage with customers across their unique CX journeys for both digital and human (messaging and voice) interactions. This seamless experience is made possible since the Webex Contact Center, Webex Connect experiences are built on top of the Webex Platform enabling the fully connected customer experience. Now businesses can focus on improving customer satisfaction by making it easier to design and deploy new service and experience workflows. Since Webex is part of Cisco, business leaders can rest assured that these new capabilities are designed from the start with security, compliance, and manageability in mind. The Webex Platform enhances Webex CX with our industry-leading security capabilities to keep users and data safe and secure. It also provides manageability through our Control Hub so businesses can easily setup services or quickly identify and resolve issues across hardware, software, and their users’ network or Internet. We do this by bringing the power of the larger Cisco security and networking portfolio to bear, such as with ThousandEyes, and Duo…just to name a few. The Webex Platform also brings in capabilities like AI and a powerful programmability and extensibility from the platform enable you to realize and deliver your best customer experiences.

Innovation to optimize and personalize the experience

Through the power of Webex and Cisco, we are bringing our vision to life which is to empower smart, proactive, and personalized interactions across the customer journey. This goes back to knowing your customer and supporting those important moments that matter. From developing AI tools that differentiate service experiences to introducing solutions that personalize customer outreach, Webex is making technological advances to meet this vision and cement its position at the forefront of CX innovation. While we know that know that the customer experience is super important – we all know that contact center agents are directly shaping this experience! Therefore, we are equally focused on innovation that will optimize the customer and agent experience which ultimately benefits your business. Below are recent innovations announced at WebexOne:

Improving the customer experience

• Webex’s AI-powered background noise removal technology will be available natively in Webex Contact Center. Background noise reduction improves the customer experience by reducing distraction and improving comprehension for both the customer and the agent.
• Webex Connect is fully integrated into Webex Contact Center which enables engagement via more digital channels. With Webex Connect, customers can now engage via 16+ channels, now including Instagram and Google Business Messages. With Webex Connect, businesses can now be where their customers are for customer support and new commerce experiences.

Improving the agent experience

• Webex Contact Center will be certified for Microsoft Teams, enabling seamless interaction and skill-based routing of inbound Teams calls.
• The new Cisco Headset 720 Series is designed with agents in mind to improve agent auditory experience. The headset features a lightweight 276° rotation boom arm with flip-to-mute and features one button to join for Webex and Microsoft Teams. Choose from a single or dual ear wearing styled headsets.

Improving business results for our customers

• Webex Contact Center offers an enhanced cloud-based supervisor dashboard to monitor agent performance, send messages within the integrated Webex App, view detailed agent information and lastly important call highlights. Webex is also expanding Analyzer reports, so supervisors can optimize their team performance with real-time and historical insights. This will help improve agent supervisor productivity.
• Webex recently launched the Customer Experience Developer Portal featuring access to APIs and documentation to personalize contact center. Customize and expand possibilities with this new feature.

Are you ready to evolve your customer experience with Webex?

As you can see, with Webex and Cisco – we can benefit your business with the same platform that powers over 8B calls a month. Cisco is the only company that can deliver a fully integrated CX solution with our Webex Contact Center (CCaaS), Webex Connect (CPaaS) and Webex Suite (UCaaS) portfolio for CX. In closing, I encourage you to look across your business workflows to identify one scenario that you can automate with a digital agent. By doing this you will be able to clearly measure and learn the impact it has with your customers, and the deflection that it can create for your contact center. By taking this one step- you start your journey in streamlining your customer experience and making it that much more efficient. Together we can transform moments that matter! It’s an opportunity to drive larger impact… while creating brand loyalty over time and ensuring customers feel remembered. I encourage you to explore Webex CX today! Learn More

• Press Release
• Pushing the boundaries of digital interaction
• Cisco named in Gartner® Magic Quadrant™ for Contact Center as a Service
• First Horizon energizes its evolution with Webex Contact Center
• Closing the gaps that stand in the way of an exceptional customer experience (Part 1)