{"id":382761,"date":"2020-08-03T08:27:46","date_gmt":"2020-08-03T15:27:46","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/cisco-recebe-o-premio-contact-center-technology-2020-da-customer-magazine\/"},"modified":"2020-08-03T08:27:46","modified_gmt":"2020-08-03T15:27:46","slug":"cisco-recebe-o-premio-contact-center-technology-2020-da-customer-magazine","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/cisco-recebe-o-premio-contact-center-technology-2020-da-customer-magazine\/","title":{"rendered":"Cisco recebe o pr\u00eamio Contact Center Technology 2020 da CUSTOMER ..."},"content":{"rendered":"

Cisco Webex Contact Center CCaaS da homenageado por melhorar a tecnologia de atendimento ao cliente e da experi\u00eancia de cliente.<\/em><\/p>\n


\n Ganhador do pr\u00eamio pelo segundo ano consecutivo<\/strong>
\n<\/span><\/h2>\n

Tenho o prazer de anunciar que o Webex Contact Center foi um dos vencedores do Pr\u00eamio Contact Center Technology 2020, apresentado este m\u00eas pela CUSTOMER Magazine. Este pr\u00eamio homenageia os fornecedores que adotaram a tecnologia como uma ferramenta fundamental para a excel\u00eancia no atendimento ao cliente e marca seu sucesso como inovadores, l\u00edderes de pensamento e impulsionadores de mercado nas ind\u00fastrias de centrais de contato e atendimento ao cliente.<\/p>\n

Deixe-me compartilhar alguns dos motivos pelos quais o Webex Contact Center recebeu esse reconhecimento.<\/p>\n


\n Agilidade em nuvem<\/strong>
\n<\/span><\/h2>\n

Webex Contact Center<\/a> \u00e9 o nosso software como servi\u00e7o omnicanal para centrais de contato de pequeno, m\u00e9dio porte e distribu\u00eddas. \u00a0\u00c9 alimentado pela nuvem p\u00fablica, o que o torna altamente escalon\u00e1vel, flex\u00edvel, seguro e \u00e1gil. Usa intelig\u00eancia artificial e percep\u00e7\u00f5es com base em dados para potencializar o desempenho da central de contato e fornecer aos agentes mais conhecimento e contexto, permitindo conex\u00e3o enriquecida e mais significativa com seus clientes.<\/p>\n

O Webex Contact Center \u00e9 integrado na plataforma \u00fanica Webex Platform for Contact Center. Esta arquitetura de plataforma aberta permite aos nossos clientes adicionar e integrar facilmente aplicativos avan\u00e7ados em nuvem, como agentes virtuais baseados em IA, an\u00e1lise de dados avan\u00e7ada, otimiza\u00e7\u00e3o da for\u00e7a de trabalho e outros aplicativos Webex, incluindo Webex Experience Management, Webex Calling e Webex Control Hub.<\/p>\n

Esta abordagem multilocat\u00e1rio beneficia os clientes do Contact Center Cisco de duas maneiras. Primeiro, permite que todos os clientes,seja na nuvem seja no local, aproveitem as vantagens de aplicativos avan\u00e7ados, entrega cont\u00ednua de recursos e um caminho de baixa interrup\u00e7\u00e3o para a nuvem. Em segundo lugar, por apresentar integra\u00e7\u00f5es com os aplicativos Webex, a colabora\u00e7\u00e3o dentro da organiza\u00e7\u00e3o \u00e9 mais cont\u00ednua, custos s\u00e3o reduzidos e a facilita a aquisi\u00e7\u00e3o e o gerenciamento de solu\u00e7\u00f5es para nossos clientes.<\/p>\n


\n Continuidade dos neg\u00f3cios <\/strong>
\n<\/span><\/h2>\n

Com o aumento em consultas e chamadas de clientes, e milh\u00f5es de agentes trabalhando em casa, muitas empresas vivenciaram uma grande interrup\u00e7\u00e3o na opera\u00e7\u00e3o de seus neg\u00f3cios.\u00a0 Algumas empresas precisaram de um centro de contatos<\/a> pela primeira vez para configurar uma “linha direta” de emerg\u00eancia, e outras precisaram aumentar e aumentar a escala existente para aliviar o volume de chamadas. Nos primeiros 60 dias da pandemia, fomos capazes de implantar e expandir rapidamente solu\u00e7\u00f5es de centrais de contato e agentes remotos em menos de cinco dias para mais de 150 empresas com necessidade urgente.<\/p>\n

Veja o que alguns desses clientes t\u00eam a dizer:<\/p>\n

\u201cO Webex Contact Center nos permitiu fornecer e responder \u00e0s necessidades imediatas da empresa, mantendo o distanciamento social e o trabalho de casa. Pudemos fornecer aumentar a escala acima do que poder\u00edamos ter estabelecido com uma solu\u00e7\u00e3o local.\u201d<\/p>\n

“O Webex Contact Center tem sido um facilitador para o trabalho remoto durante a pandemia de COVID-19. Sem ele, ter\u00edamos que fechar nosso central de contatos por maior per\u00edodo.”<\/p>\n

\u201cO Webex Contact Center nos permitiu adapta\u00e7\u00e3o ao \u2018trabalho r\u00e1pido\u2019 durante a atual pandemia.\u201d<\/p>\n

\u201cO Webex Contact Center forneceu um modo r\u00e1pido e f\u00e1cil de lidar com o volume de chamadas recebidas e acompanhar as tend\u00eancias para que pud\u00e9ssemos prever e nos planejar adequadamente. Forneceu todas as m\u00e9tricas corretas para relat\u00f3rio \u00e0 equipe de gest\u00e3o.\u201d<\/p>\n


\n Transforma\u00e7\u00e3o digital e intelig\u00eancia artificial<\/strong>
\n<\/span><\/h2>\n

Nos \u00faltimos dois anos, a Cisco adquiriu as empresas de IA Voicea e CloudCherry para acelerar nossa pr\u00e1tica com Webex Contact Center AI<\/a>. Para fornecer solu\u00e7\u00f5es de IA rapidamente aos clientes, usamos uma abordagem \u201cmelhor da categoria\u201d, usando nossa pr\u00f3pria IA interna e a IA de parceiros como o Google Cloud. \u00a0Por exemplo, os agentes virtuais para voz e bate-papo s\u00e3o alimentados pelo Google Cloud CCAI e fornecem aos nossos clientes novas maneiras de responder aos clientes com o uso de tecnologias de autoatendimento alimentadas por IA.\u00a0 Com o aumento das intera\u00e7\u00f5es digitais, o autoatendimento automatizado se tornou o m\u00e9todo preferido para intera\u00e7\u00e3o entre os consumidores e uma empresa. O autoatendimento permite que uma central de contato alivie as consultas recebidas, ao mesmo tempo em que oferece aos clientes um servi\u00e7o mais r\u00e1pido 24 horas por dia, 7 dias por semana. De acordo com pesquisa da empresa de consultoria Nemertes, as empresas apresentaram um
\n aumento de 37% nas avalia\u00e7\u00f5es de CSAT<\/strong>
\n<\/span> ao utilizar IA para contanto com os clientes.<\/p>\n

No outono, apresentaremos o Agent Answers, um assistente de agente inteligente que fornece sugest\u00f5es e orienta\u00e7\u00f5es a partir do contexto em tempo real para os agentes das centrais de contato, enquanto eles est\u00e3o conversando ou enviando mensagens ao cliente, minimizando o tempo de pesquisa do agente, ao mesmo tempo em que melhora a resolu\u00e7\u00e3o no primeiro contato e a satisfa\u00e7\u00e3o do cliente.\u200b<\/p>\n

Al\u00e9m disso, com o uso da IA pr\u00f3pria da Cisco, fornecemos o Agent Call Transcription. Alimentado pelo mesmo mecanismo inovador de fala que fornece transcri\u00e7\u00f5es e legendas na plataforma Webex Meetings, esse recurso exclusivo fornece transcri\u00e7\u00e3o em tempo real da conversa entre agente\/cliente, dando aos agentes transcri\u00e7\u00e3o completa e resumo de cada chamada. Isso permite que os agentes se concentrem no que o cliente est\u00e1 dizendo, minimizando o tempo de finaliza\u00e7\u00e3o p\u00f3s-chamada e garantindo precis\u00e3o da transa\u00e7\u00e3o e acompanhamento com o cliente. \u00a0Agent Call Transcription est\u00e1 dispon\u00edvel atualmente para testes de campo nas plataformas Cisco Contact Center e em desenvolvimento para o Webex Contact Center.<\/p>\n


\n Trazendo a experi\u00eancia do cliente para a vanguarda da central de contato <\/strong>
\n<\/span><\/h2>\n

\"Webex<\/p>\n

Em janeiro, apresentamos o Webex Experience Management<\/a> (anteriormente CloudCherry), nosso SaaS de gerenciamento de experi\u00eancia do cliente com IA de \u00faltima gera\u00e7\u00e3o.\u00a0 Esta solu\u00e7\u00e3o fornece uma verdadeira vis\u00e3o de 360 graus da jornada do cliente, trazendo vis\u00e3o de todos os pontos de contato com o cliente em toda a organiza\u00e7\u00e3o.<\/p>\n

A Cisco incorporar\u00e1 de forma exclusiva esses recursos diretamente ao Webex Contact Center, come\u00e7ando com pesquisas p\u00f3s-chamada por SMS e e-mail. Com essas informa\u00e7\u00f5es, as organiza\u00e7\u00f5es s\u00e3o capacitadas com dados de opini\u00e3o do cliente em tempo real, proporcionando uma melhor compreens\u00e3o da viv\u00eancia dos clientes e permitindo decis\u00f5es informadas sobre como melhorar essas experi\u00eancias para impulsionar pontua\u00e7\u00f5es mais elevadas de NPS, CSAT e CES. Mais integra\u00e7\u00f5es com o desktop do agente ser\u00e3o lan\u00e7adas em breve.<\/p>\n


\n Esse \u00e9 apenas o come\u00e7o<\/strong>
\n<\/span><\/h2>\n

Esse \u00e9 apenas o come\u00e7o de como estamos aprimorando o Webex Contact Center para ajudar as organiza\u00e7\u00f5es a criar maior efici\u00eancia, melhorar a produtividade e construir relacionamentos mais significativos com seus clientes que melhoram a fideliza\u00e7\u00e3o e os resultados financeiros. Fique de olho para mais inova\u00e7\u00f5es do Cisco Contact Center!<\/p>\n

Leia o ebook Webex Contact Center<\/a> para saber mais.<\/p>\n

Saiba mais sobre as solu\u00e7\u00f5es do Cisco Contact Center<\/a>.<\/p>\n

Aragon Research nomeia a Cisco como l\u00edder em intelig\u00eancia de centros de contato.
\nLeia seu \u00faltimo relat\u00f3rio: \u00a0Aragon Research Globe for Intelligent Contact Centers, 2020<\/a><\/p>\n

\u00a0<\/p>\n


\n Saiba mais<\/strong>
\n<\/span><\/p>\n

A Cisco \u00e9 identificada como l\u00edder no Aragon Globe for Intelligent Contact Center<\/a><\/p>\n

A Cisco ganha Today’s Best Collaboration Platform da UC de 2020<\/a><\/p>\n

Cisco anuncia lan\u00e7amento r\u00e1pido do trabalho de casa do Webex Contact Center<\/a><\/p>\n

Uma mensagem para nossos clientes: Seus agentes podem trabalhar em casa com a solu\u00e7\u00e3o Cisco Contact Center<\/a><\/p>\n


\n Informa\u00e7\u00f5es do pr\u00eamio<\/strong>
\n<\/span><\/p>\n

O 15\u00ba pr\u00eamio anual da Contact Center Technology, apresentado pela
\n CUSTOMER Magazine<\/em>
\n<\/a>, homenageia fornecedores e tecnologias que utilizaram a tecnologia como uma ferramenta fundamental para a excel\u00eancia no atendimento ao cliente. Este pr\u00eamio distingue seu sucesso como inovadores, l\u00edderes de pensamento e impulsionadores de mercado nas ind\u00fastrias de centrais de contato e atendimento ao cliente.<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

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