CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.
Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.
But, what differentiates it?
Mitchell and Kramer unpack five of its most differentiative features, including:
- Its Agent Experience Suite: From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too.
- MCP and Ecosystem Integrations: Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic.
- Thousand Eyes: Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example.
- Proactive Messaging: Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies.
- CCaaS-UCaaS-CPaaS: Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.
Next Steps:
Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/products/contact-center/index.html
