I am thrilled to share that Webex has been recognized with two awards: Best Contact Center Platform and Best Customer Experience solution from CX Today. A huge congratulations to our product teams, who have been tirelessly innovating to provide our customers with powerful tools to create engaging experiences (or relationships) with their own customers – these two awards are a true testament to their success.
Hailed as the “CX technology industry’s highest honor”, the CX Awards are hosted and presented by CX Today, a leading international news organization honoring excellence across the customer experience technology space.
These awards are given based on organization’s ability to demonstrate innovation, improved experience, and execution, and is selected by a panel of respected industry experts that includes Robin Gareiss, Martin Hill-Wilson, Michael Fauscette, Jaimy Szymanski, Nerys Corfield, and Julie Tano-Lawson.
We are honored that this esteemed panel recognized Webex as a leader in both Contact Center and Customer Experience innovation.
Over the course of the past two years headlined by a pandemic, customer service centers have become the storefront and the main touchpoint for businesses.
Customers now more than ever expect to engage with businesses like they would with friends, via any digital channel, not just over the phone. But if they do pick up the phone to talk to a customer service agent, they also expect them to know who they are and what they need without being on hold for what seems like an eternity.
We know the success of organizations everywhere depends on customer loyalty. And customer loyalty is earned by solving customer problems quickly and efficiently. In this competitive market, customer loyalty is key and 59% of consumers1 say they would be willing to abandon a brand they love after two or three bad experiences. This means companies must get it right, and those that do have the right technology in their arsenal.
Webex Contact Center is an omni-channel, fully customizable cloud contact center software as a service (CCaaS) that delivers enriched customer journeys powered by data intelligence, empowers super agents augmented by AI, and connects collaborative teams to drive faster and more personalized customer experiences. The contact center solutions from Webex power 3.6M agents to provide the best in customer engagement and resolution and is leveraged by companies that are known leaders such as T-Mobile and Cover-More.
Built to be open and flexible, the solution is customizable and integrated with advanced cloud services such as AI capabilities, cloud calling, data analytics, workforce optimization, CRM applications, and experience management.
Webex Contact Center gives customers the choice to engage with businesses their way, and in turn gives businesses what they need to support their customer’s changing needs.
But as we all know, customer experience is not just what happens in the contact center. You need the ability to create memorable experiences that are unique to each customer and predict what they will need and proactively engage with them.
We solve for this by integrating Webex Contact Center with other powerful Webex solutions such as:
Webex Connect, Webex’s top-ranking communications platform as a service (CPaaS), enables developers to embed communications into your applications and systems using APIs and SDKs. For companies without developer resources, it also provides visual low/no code capabilities simplifying workflow creation and deployment so you can tailor and personalize each customer journey.
Customer agents are the front door to businesses. But often they feel like they are on an island to fend for themselves. With the Webex App, integrated in the Webex Contact Center agent desktop, they can collaborate via messaging, meetings, or calling to domain experts. This collective wisdom helps agents solve problems faster and improves their knowledge and effectiveness to delight customers.
We are so proud to have received these two CX Today awards and we will continue our relentless pursuit of constant innovation to enable businesses everywhere to deliver remarkable customer experiences. To see the full list of CX Today winners, click here.
Watch how Webex Customer Experience empowers your customer service team to take customer satisfaction to a new level: