{"id":387306,"date":"2020-08-18T10:31:32","date_gmt":"2020-08-18T17:31:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-de\/monatliches-update-der-turbo-fur-ihr-contact-center-das-cloudbasierte-cisco-webex-contact-center\/"},"modified":"2020-08-18T10:31:32","modified_gmt":"2020-08-18T17:31:32","slug":"monatliches-update-der-turbo-fur-ihr-contact-center-das-cloudbasierte-cisco-webex-contact-center","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/de\/kundenerfahrungen\/monatliches-update-der-turbo-fur-ihr-contact-center-das-cloudbasierte-cisco-webex-contact-center\/","title":{"rendered":"Monatliches Update: Der Turbo f\u00fcr Ihr Contact Center: das ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Willkommen bei unserer Blogreihe \u201eMonatliche Funktionsupdates\u201c <\/strong><br \/>\n<\/span><\/h2>\n<p>Damit unsere Kunden jederzeit \u00fcber die neuesten Funktionen in unserem Cisco Contact Center-Portfolio informiert sind, haben wir diese monatliche Blogreihe ins Leben gerufen. Jeden Monat informieren meine Kollegen von Cisco und ich Sie \u00fcber neue Funktionen in unserem Webex-Portfolio, mit denen Unternehmen die Zusammenarbeit am Arbeitsplatz, Produktivit\u00e4t und Kundenerfahrung optimieren k\u00f6nnen.<\/p>\n<p>In diesem Monat m\u00f6chte ich Ihnen einige der interessanten Funktionen vorstellen, die wir in <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Webex Contact Center<\/a> integriert haben. Dieses wandlungsf\u00e4hige Contact Center as a Service (CCaaS) f\u00fcr kleine und gro\u00dfe Contact Center wird von f\u00fchrenden Weltunternehmen aus Finanzwesen, Gesundheitswesen, Einzelhandel und Unterhaltung gleicherma\u00dfen gesch\u00e4tzt.<\/p>\n<p>Dank unseres agilen Cloud-Entwicklungskonzepts sind wir in der Lage, regelm\u00e4\u00dfig und in kurzen Abst\u00e4nden neue Funktionen und F\u00e4higkeiten in unsere L\u00f6sungen zu integrieren. Unsere einzigartige Multi-Tenant-Cloud-Webex-Plattform f\u00fcr Contact Center erm\u00f6glicht es uns, diese neuen Funktionen in unserem gesamten Contact Center-Portfolio bereitzustellen. Somit k\u00f6nnen sowohl <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">Cloud<\/a>&#8211; als auch On-Premises-Kunden die neuen Funktionen schnell f\u00fcr die Erreichung ihrer Gesch\u00e4ftsziele nutzen.<\/p>\n<h2><span><br \/>\n  <strong>Das sind die Neuerungen<\/strong><br \/>\n<\/span><\/h2>\n<h2><span><br \/>\n  <strong>Intelligentere Entscheidungen treffen mit Webex Workforce Optimization <\/strong><br \/>\n<\/span><\/h2>\n<p>Unsere verbesserte <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Optimization<\/a> (WFO) Cloud Suite beinhaltet Qualit\u00e4tsmanagement, Workforce Management und Analysen. Mithilfe dieser Tools k\u00f6nnen Contact Center-Verantwortliche die Leistung ihrer Agenten optimieren und wertvolle Dateneinblicke zu ihren Kunden erhalten. Die L\u00f6sung beinhaltet drei wesentliche Module und ist nun in unserer lokalen L\u00f6sung Unified Contact Center Express sowie in Webex Contact Center verf\u00fcgbar:<\/p>\n<ul>\n<li><strong><br \/>\n  <span>Quality Management<\/span> <\/strong>umfasst eine skalierbare Aufzeichnung f\u00fcr Sprach- und Bildschirmanrufe und verschiedene Qualit\u00e4tsbewertungstools, mit denen Verantwortliche die Leistungsstufen von Einzelpersonen und Teams auf einfache Weise pr\u00fcfen und beurteilen k\u00f6nnen. Teamproduktivit\u00e4t, First Call Resolution (FCR) und Kundenzufriedenheit (CSAT) lassen sich somit m\u00fchelos im Blick behalten.<\/li>\n<\/ul>\n<div id=\"attachment_334892\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334892\" class=\"wp-image-334892 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png 840w\" alt=\"Mit dem Qualit\u00e4tsmanagementmodul von Webex WFO k\u00f6nnen Contact Center Manager relevante Interaktionen punktgenau ermitteln. Grundlage daf\u00fcr ist eine leistungsstarke Kombination aus Kundendaten, Sprach-Energie und anderen gesch\u00e4ftlichen Metadaten.\" width=\"840\" height=\"511\" \/><p id=\"caption-attachment-334892\" class=\"wp-caption-text\">Webex Workforce Optimization Quality Management<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Mit Workforce Management <\/strong><br \/>\n<\/span>k\u00f6nnen Vorgesetzte und Manager Zeitpl\u00e4ne f\u00fcr mehrere Standorte entwickeln, kritische Daten und wichtige Leistungsindikatoren (KPIs) verwalten und in Echtzeit die Einhaltung der Zeitpl\u00e4ne durch die Agenten \u00fcberpr\u00fcfen. Contact Center sind dadurch in der Lage, ungeplante Situationen einfach und genau zu prognostizieren und die Tagesrealit\u00e4t proaktiv zu analysieren und entsprechend auszurichten. Somit lassen sich kritische gesch\u00e4ftliche Ressourcen intelligenter steuern und Service Levels optimieren.<\/li>\n<\/ul>\n<div id=\"attachment_334893\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334893\" class=\"wp-image-334893 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png\" sizes=\"auto, (max-width: 833px) 100vw, 833px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png 833w\" alt=\"Das Webex WFO Workforce Management-Modul erm\u00f6glicht Contact Center Managern die Vorhersage von Volumentrends, die Ausarbeitung von Agentenzeitpl\u00e4nen und die \u00dcberwachung wichtiger Leistungsindikatoren (KPIs). \" width=\"833\" height=\"507\" \/><p id=\"caption-attachment-334893\" class=\"wp-caption-text\">Webex Workforce Optimization Workforce Management<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Workforce Optimization Analytics <\/strong><br \/>\n<\/span>fasst die Sprach-, Desktop- und Textanalyse in einem einzigen einheitlichen Analysetool zusammen und stellt Vorgesetzten datengest\u00fctzte Einblicke und wichtige Kennzahlen hinsichtlich ihrer Kunden zur Verf\u00fcgung. Unternehmen erhalten einzigartige Einblicke in jedes Kundengespr\u00e4ch und dadurch die M\u00f6glichkeit, Optimierungen zu integrieren, die letztlich zu besseren Kundenerfahrungen und Gesch\u00e4ftsergebnissen f\u00fchren.<\/li>\n<\/ul>\n<div id=\"attachment_334894\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334894\" class=\"wp-image-334894 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png\" sizes=\"auto, (max-width: 845px) 100vw, 845px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-300x180.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-768x461.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png 845w\" alt=\"Unter Verwendung des Analysemoduls k\u00f6nnen Contact Center-Leiter Informationen aus beliebigen Bereichen von Webex WFO nahtlos integrieren und visualisieren. \" width=\"845\" height=\"507\" \/><p id=\"caption-attachment-334894\" class=\"wp-caption-text\">Webex Workforce Optimization Analytics<\/p><\/div>\n<h2><span><br \/>\n  <strong>Effizienterer Betrieb mit Analyseberichten von Webex Contact Center<\/strong><br \/>\n<\/span><\/h2>\n<p>Wir haben einige Verbesserungen an unserer erweiterten Analysel\u00f6sung vorgenommen, mit deren Hilfe wichtige Informationen einfacher und schneller gefunden werden. Auch die Schwellenwerte f\u00fcr wichtige Kennzahlen wie die Wartezeit lassen sich einfacher einstellen.<\/p>\n<ul>\n<li><span><br \/>\n  <strong>Verbesserte Suche: <\/strong><br \/>\n<\/span>Durch Bereitstellen einer Ansicht mit allen Ordnernamen, Berichten oder Dashboards, die mit dem Suchbegriff \u00fcbereinstimmen, l\u00e4sst sich die erweiterte Suche beschleunigen. Wir haben einige Verbesserungen an unserer erweiterten Analysel\u00f6sung vorgenommen. Wichtige Informationen lassen sich damit einfacher und schneller identifizieren und Schwellenwerte f\u00fcr wichtige Kennzahlen leichter einstellen.<\/li>\n<li><strong><br \/>\n  <span>Schwellenwertberichte:<\/span>\u00a0<\/strong>Dieser Bericht erm\u00f6glicht die Festlegung benutzerdefinierter Schwellenwerte und Alarme f\u00fcr Agenten- und Anrufdaten. Somit behalten Sie den \u00dcberblick \u00fcber Wartezeiten und andere wichtige Kennzahlen, die Sie eng \u00fcberwachen m\u00f6chten.<\/li>\n<\/ul>\n<div id=\"attachment_334681\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334681\" class=\"wp-image-334681 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--300x173.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--768x444.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png 924w\" alt=\"Verbesserte Suche in Webex Contact Center Analyzer\" width=\"924\" height=\"534\" \/><p id=\"caption-attachment-334681\" class=\"wp-caption-text\">Verbesserte Suche mit Webex Contact Center Analyzer<\/p><\/div>\n<h2><span><br \/>\n  <strong>Vereinfachte Bereitstellung und Verwaltung mit Webex Control Hub<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Cisco PSTN Calling f\u00fcr Webex Contact Center:<\/strong><br \/>\n<\/span> F\u00fcr Kunden von Cisco Webex Contact Center und Cisco Webex Contact Center Enterprise bieten wir jetzt eine einfach zu implementierende PSTN Calling-L\u00f6sung. Dies vereinfacht den Erwerb sowie die Bereitstellung und sie erhalten nur eine Rechnung f\u00fcr Ihr Contact Center von Cisco. Es wird sogar noch einfacher: Die PSTN-Berechtigungen k\u00f6nnen in <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-control-hub\/index.html\">Webex Control Hub<\/a>, unserem Cloud-Managementtool f\u00fcr Webex Collaboration-L\u00f6sungen, hinzugef\u00fcgt und bereitgestellt werden. Kunden k\u00f6nnen jetzt ein Abonnement f\u00fcr Webex Contact Center erwerben und Cisco PSTN Calling hinzuf\u00fcgen und sind damit innerhalb von f\u00fcnf Tagen einsatzbereit.<\/li>\n<\/ul>\n<div id=\"attachment_334685\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334685\" class=\"wp-image-334685 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png 842w\" alt=\"Hinzuf\u00fcgen von Cisco PSTN f\u00fcr Webex Contact Center \u00fcber Webex Control Hub\" width=\"842\" height=\"472\" \/><p id=\"caption-attachment-334685\" class=\"wp-caption-text\">Hinzuf\u00fcgen von Cisco PSTN f\u00fcr Webex Contact Center via Webex Control Hub<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong><\/strong><br \/>\n  <strong><br \/>\n    <sup><\/sup><br \/>\n  <\/strong><br \/>\n  <strong> Drittanwendungen: <\/strong><br \/>\n<\/span>Die Verwaltung des Webex Contact Center-Connectors f\u00fcr Salesforce und andere Drittanbieteranwendungen \u00fcber Webex Control Hub ist jetzt noch einfacher.<sup><\/sup> Der Salesforce-Connector stellt wichtige Kundendaten auf dem Desktop des Agenten bereit. Dadurch l\u00e4sst sich nicht nur die Effizienz steigern, auch das Umschalten zwischen mehreren Apps w\u00e4hrend des Kundengespr\u00e4chs wird auf ein Minimum reduziert. Zus\u00e4tzlich erm\u00f6glicht der Connector die Personalisierung von IVR-Fl\u00fcssen und Weiterleitung basierend auf dem Echtzeitzugriff auf Kundendaten. Dadurch wird gew\u00e4hrleistet, dass der Kunde automatisch an die am besten geeignete Person weitergeleitet wird, die pr\u00e4zise und zeitnah auf das Anliegen reagieren kann\u00a0\u2013 und das gleich im ersten Anlauf.<\/li>\n<\/ul>\n<div id=\"attachment_334688\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334688\" class=\"wp-image-334688\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-1024x575.png 1024w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png 1072w\" alt=\"Webex Contact Center-Connectors f\u00fcr Drittanbieteranwendungen, die in Webex Control Hub verwaltet werden\" width=\"730\" height=\"410\" \/><p id=\"caption-attachment-334688\" class=\"wp-caption-text\">Webex Contact Center-Connectors f\u00fcr Drittanbieteranwendungen, die in Webex Control Hub verwaltet werden<\/p><\/div>\n<h2><span><br \/>\n  <strong>Ausblick<\/strong><br \/>\n<\/span><\/h2>\n<p>Ich freue mich auf den regelm\u00e4\u00dfigen Austausch mit Ihnen und bin interessiert daran, zu erfahren, wie sich die neuen Funktionen bei Ihnen bew\u00e4hren. Bleiben Sie dran und freuen Sie sich auf den Blog f\u00fcr den kommenden Monat. Darin stelle ich Ihnen weitere neue Funktionen vor, die Ihnen dabei helfen, die Erfahrungen Ihrer Kunden proaktiv zu verbessern.<\/p>\n<blockquote><p>Um mehr \u00fcber Webex Contact Center zu erfahren, lesen Sie unser <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">E-Book<\/a>. Weitere Informationen zu den Cisco Contact Center-L\u00f6sungen finden Sie auf unserer\u00a0<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">Website<\/a>.<\/p><\/blockquote>\n<p><span><br \/>\n  <strong>Sie m\u00f6chten sich mit einem Experten von Cisco \u00fcber die Contact Center-L\u00f6sungen unterhalten?\u00a0\u00a0 <\/strong><br \/>\n<\/span><\/p>\n<p>Erfahren Sie mehr \u00fcber unsere schnell implementierbaren Contact Center-L\u00f6sungen, die Sie langfristig begleiten werden. <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/remote-agents.html#~contact-us\">Nehmen Sie hier Kontakt zu einem Cisco Experten auf.<\/a><\/p>\n<p><span><br \/>\n  <strong>Weitere Informationen<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Cisco als f\u00fchrender Anbieter im Aragon Globe f\u00fcr intelligente Contact Center 2020 identifiziert<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-blueprint-for-hybrid-workplaces\">Ein Modell f\u00fcr Hybridarbeitspl\u00e4tze<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences\">Neueste Innovationen von Cisco im Bereich k\u00fcnstliche Intelligenz verbessern die Leistungsf\u00e4higkeit des Contact Centers und die Kundenerfahrungen<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Entdecken Sie die Neuerungen des Monats im Cisco Contact Center-Portfolio, mit denen Unternehmen die Zusammenarbeit am Arbeitsplatz, Produktivit\u00e4t und Kundenerfahrung optimieren k\u00f6nnen.<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1564,5263],"tags":[15112],"class_list":["post-387306","post","type-post","status-publish","format-standard","hentry","category-kundenerfahrungen","category-zusammenarbeit","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Monatliches Update: Der Turbo f\u00fcr Ihr Contact Center: das cloudbasierte Cisco Webex Contact Center | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Monatliches Update: Der Turbo f\u00fcr Ihr Contact Center: das cloudbasierte Cisco Webex Contact Center | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Entdecken Sie die Neuerungen des Monats im Cisco Contact Center-Portfolio, mit denen Unternehmen die Zusammenarbeit am Arbeitsplatz, Produktivit\u00e4t und Kundenerfahrung optimieren k\u00f6nnen.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-18T17:31:32+00:00\" \/>\n<meta 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