Tags: AI Assistant for Webex, Collaboration Tools, Customer Journey, IT Solutions, People Insights, Webex Contact Center, Webex Control Hub, Webex Desk Series, Workforce Management, Workplace Transformation
The 10x Better Experience for IT series focuses on enhanced data capabilities that empower IT administrators to manage more effectively
Moving into an era where remote work persists and a new hybrid work environment emerges, business leaders have a lot to plan for and worry about. Some of the most common questions I hear from CIOs include:
The future of work poses a lot of new challenges. But it also provides endless opportunities for 10x better-than-being-there collaboration experiences.
We’ve had a ton of interest in the new line of desk devices we unveiled it at our WebexOne event in December, and I couldn’t be more excited that the Webex Desk Camera is shipping this month! This competitively-priced, AI-powered device offers stunning 4K resolution, facial recognition, background noise removal, and vibrant color under any lighting conditions. With blurred and virtual background capabilities and secure authenticated firmware built in, the Webex Desk Camera is perfect for providing video collaboration at scale and helps you make your best impression, every time.
A big ask from educators and from customers who host large-scale, all day meetings has been to provide more flexibility in how breakout sessions are managed. To date, Webex meeting hosts have managed the experience by assigning individuals to a specific breakout session. What fun is that? Now, meeting administrators have the ability to offer full flexibility and participants are free to roam and join any unlocked session as they wish – no pre-assignment or manual intervention required.
Webex Assistant makes it easier to view and share Webex Meeting details and keep work flowing. Now hosts will receive a pop-up window immediately after the meeting with a number of highlights, action items and transcripts. All it takes is one click to quickly share these items with attendees via email to keep your project on track and your team in the know.
Sometimes, being able to share your screen in a meeting simply isn’t enough. For more complex use cases, the new Webex multi-content video solution allows for sharing of up to four different video screens at once. This kind of multi-content sharing is perfect for industries like healthcare, engineering and legal, where remote experts need to review data from a variety of sources to make quick decisions. Easy access to critical information leads to faster outcomes.
Given today’s more dynamic work environments, it’s no surprise that we’re seeing an increase in demand for more meaningful data. Now more than ever, IT administrators need real-time insights to be able to recognize adoption trends, visualize usage and KPIs, understand the pain points and friction areas in their organization and proactively plan for improvement and growth.
We’re enabling all of this via a redesigned analytics suite in Webex Control Hub. The redesign starts with real-time insights, with a 10-minute refresh cycle – a giant step up from the 24-hour data refresh that has long been the industry standard. In today’s world, 24 hours feels like a lifetime!
A more modern and user-friendly Control Hub interface and contextual filtering options allow IT admins to get to the data that’s most important more easily. And using the combined power of enhanced analytics, real-time diagnostics and troubleshooting tools, IT administrators are now able to quickly and easily identify where and when repetitive network quality issues occur and seamlessly shift to address them … ensuring that all users have an equally-excellent experience, no matter where they are.
Check out this series of videos to get a deeper dive on the Webex Control Hub analytics enhancements:
Rest assured that enhanced analytics are not unique to Webex meetings. We’re rolling out real-time analytics and enhanced insights across all Webex workloads to help IT admins manage their collaboration experience more effectively.
An excellent customer interaction doesn’t end when their problem is resolved. What happens next is super important to building and maintaining a great relationship between your customers and your brand.
Through the Webex Contact Center, users can create, customize and deliver post-interaction surveys to customers immediately after their interaction. Surveys can now be delivered via the customer’s channel of choice, be it email, SMS or IVR. Triggering the survey immediately demonstrates to customers that their input really matters, and being able to integrate quick customer feedback makes your agents that much better informed for the next interaction.
Webex Contact Center has also received an upgrade in reporting and analytics. Like Control Hub, Contact Center now offers expanded real-time and drill-down reporting and customization capabilities.
We’ve been busy building Webex experiences that are 10x better, but we’re just getting started! Check back next month to see what new tools and features we’re rolling out to empower seamless collaboration, enable smart hybrid work environments and deliver intelligent customer experiences.
In the meantime, check out the latest episode of Designing the Future of Work with Jeetu, to talk about the latest innovations in Cisco Webex Control Hub: