HOLLYWOOD, Fla., Sept. 18, 2019 /PRNewswire/ --
News Summary:
- Cisco's Contact Center Summit takes place this week in
Hollywood, FL.
- At the event, the company will discuss how its recent AI
acquisitions (Accompany, Voicea, CloudCherry) will dramatically
improve contact centers.
- Also at the show, Cisco's cloud-based Webex Contact Center gets
new enterprise-grade voice capabilities, greater scalability and
new data centers in the UK and Australia.
Attendees of Cisco's 10th Annual Cisco Contact Center
Summit will get a front-row seat as the company discusses how it
plans to leverage recent AI acquisitions to usher in the
next-generation contact center—one that leverages AI and machine
learning to foster deeper relationships between people and
organizations.
Specifically, they will hear how the talent and technology Cisco
acquired when it bought Accompany, Voicea and
CloudCherry will help agents create upsell and cross sell
opportunities.
Cisco's contact center portfolio is currently used by 3M+ agents
across 30,000+ different enterprises.
Additionally, Cisco will announce that its cloud-based Cisco
Webex Contact Center now has:
Webex Calling Integration
Routing complexity—getting
the right call to the right agent—remains a huge contact center
challenge. Third-party calling integration makes the
challenge even greater. Call quality often suffers—calls can even
be dropped—while costs generally increase. Integrating Webex
Calling with Webex Contact Center addresses this challenge head-on,
delivering higher-quality calls at a lower cost. In
combination with simplified purchasing and implementation models,
Cisco's new cloud-based solution offers market-leading agent and
customer experiences.
Increased Scale
Contact centers need the flexibility
cloud solutions can provide to effortlessly scale up and down based
on customer demand. Cisco Webex Contact Center delivers this
experience from a single routing queue; supporting up to 3,000
agents per tenant with unlimited tenants allowed per system.
This solution more effectively manages work flow and costs;
optimizing the system's overall performance and positively
impacting their customers' overall experience.
Global availability
Cisco is adding new data centers
for Webex Contact Center in the UK and Australia. Customers will now enjoy local data
residency and compliance while multi-country customers will benefit
from a unified cloud contact center operation. These new centers
will significantly improve resource optimization, operational
efficiencies and capital investments.
Manageability
Now integrated into the award-winning
Webex platform, Cisco's Webex Contact Center can be easily managed
via the platform's Control Hub, alongside all other Webex
products.
"Integrating Cognitive Collaboration into the Contact Center and
offering it through a cloud-based solution is an industry game
changer," said Amy Chang, GM and
SVP, Cisco Collaboration. "Webex Contact Center is steeped in
intelligence and business insights to help our customers deliver
massively personalized experiences. More and more AI and ML will be
integrated into our solutions over the coming months as we work to
offer phenomenal customer experiences that lead and define this
industry."
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Availability Disclaimer: Many of the products and features
described herein remain in varying stages of development and will
be offered on a when-and-if-available basis. These products and
features are subject to change at the sole discretion of Cisco, and
Cisco will have no liability for delay in the delivery or failure
to deliver any of the products or features set forth in this
document.
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SOURCE Cisco