Deliver highly connected experiences with Webex: A unified platform for UCaaS, CCaaS, and CPaaS

Customer expectations and the way customers engage with businesses have forever changed. The new reality is that customers expect to interact with businesses via any digital channel, not just over the phone. And if they do pick up the phone to talk to your customer service team, they also expect you to know who they are and what they need from your company.

The most memorable customer experiences are created when agents have historical context about the customer, are armed with the right resources to serve them, and are given intuitive collaboration tools to get help from other teams to quickly solve for their customer’s needs. This means that customer service is no longer an afterthought but has become the front door, and customer service agents are now the face of the company to provide memorable first impressions. In fact, providing exceptional customer experience is now every employee’s responsibility, not just limited to a specific department.

At Webex we fully realize that companies, small, mid, or large, all have different needs. Therefore, we offer an enterprise-grade portfolio of customer experience solutions that leverage the best of our UCaaS, CCaaS, and CPaaS capabilities to reimagine customer experiences that will surpass expectations. Explore these options to best suit your business needs.

Strengthen Customer Relationships with Webex Calling (UCaaS)

Webex Calling customers can make calling central to the customer experience with our simple, cost-effective tools, which empower employees to deliver delightful customer interactions. These capabilities are built into Webex Calling out of the box and are available through cost-effective packages that fit the customer experience needs of businesses of any size.

Webex Customer Experience Basic: A collection of core call center features that are included out of the box for no additional fee with the Webex Calling Professional License. Webex Customer Experience Basic includes voice queues, agent experience in the Webex App, multi-call window, HD Voice, and call queue analytics.
Webex Customer Experience Essentials: An all-new Webex Calling license designed for growing call centers or groups with more sophisticated customer interactions. It provides businesses with a simple, yet cost-effective customer experience solution, delivering an essential selection of contact center tools in the Webex App, including all new agent, supervisor, and analytics experiences. With Customer Experience Essentials, businesses can empower non-traditional agents, like knowledge workers, mobile workers, frontline, and operational staff, to contribute to the customer experience. It’s ideal for SMBs, regional branch offices, retail stores or any business that doesn’t require full contact center capabilities.

Elevate exceptional experiences with a full range of CCaaS offerings

Webex offers a range of customer experience solutions for businesses needing a modern contact center that is flexible and innovative in order to truly future-proof an organization’s customer experience strategy. Webex Contact Center is much more versatile and sophisticated in handling transactions seamlessly across any channel, with the ability to effortlessly route customers to be the best possible agent if necessary. Complete with full analytics, workforce optimization tools, and customer journey services to better support and act on end-to-end customer journeys. Explore our current offerings:

Webex Contact Center
Our latest AI-powered Webex Contact Center solution is self-learning and delivers an integrated experience across digital and voice channels. It provides proactive communications for customer alerts and self-service options, and when a customer needs to engage with a human agent, Webex ensures a seamless handoff with complete context from the automated experience. It’s a single solution that supports all users as part of the customer experience journey, from the customer to the agent, supervisor, back-office, and IT. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Center’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment.

Webex Contact Center Enterprise
Webex Contact Center Enterprise is a feature-rich cloud contact center for large enterprises. It provides a comprehensive, customizable, highly secure dedicated instance cloud solution to meet the complex needs of the world’s largest contact centers. It’s extensible via open APIs and add-on options and backed by Webex’s renowned security and support. Webex Contact Center Enterprise opens a path to the cloud for even the most business-critical contact centers.

Webex Contact Center Enterprise for Government (Authorized for FedRAMP)
Webex Contact Center Enterprise for Government (Webex CCE-G) provides a comprehensive, customizable, highly secure solution to meet the complex needs of Federal and State Agencies requiring a FedRAMP moderate authorized by cloud Contact Center. Readily extensible and backed by the security and support benefits only available from a trusted brand like Cisco, Webex CCE-G opens a path to the cloud for even the most business-critical contact centers. This cloud service can quickly scale to meet your needs for new agents and new capabilities and provide the latest feature sets whenever you decide to implement them.

Ignite digital transformation with automation that keeps customers engaged with Webex Connect (CPaaS)

Create smarter customer interactions across multiple communication channels with our cloud communications platform (CPaaS), Webex Connect, and software as a service (SaaS) applications. Webex CPaaS solutions are designed for medium to large organizations seeking to maximize customer satisfaction while saving time and reducing costs. While you can support multiple communications channels individually, our enterprise-grade CPaaS platform enables you to automate, orchestrate, and monitor interactions at scale to deliver an end-to-end customer journey across multiple channels.

In addition to Webex Connect, we offer specialized SaaS applications tailored for specific enterprise users. Webex Campaign is designed for marketers to create and deliver campaigns that drive relationships, revenue, and customer lifetime value in today’s competitive market. Webex Notify caters to the needs of operational teams in large-scale enterprises, enabling the management of notifications across SMS, email, and voice channels. Explore our Webex Connect offerings here.

Supercharge your customer experiences with innovative Webex solutions.

Our commitment is to help you deliver the best customer experience by leveraging our UCaaS, CCaaS, and CPaaS capabilities. Switch from ‘first call resolution’ to ‘no-call resolution’ with Webex’s complete set of customer experience tools that enable pro-active, digital-first customer engagement even before customers realize there’s a potential issue. If you are ready to empower your employees, agents, supervisors, and IT staff with a flexible and comprehensive set of customer experience solutions; solutions that are more secure, reliable, innovative, with a global reach, I encourage you to reach out to our  Sales team to discuss your specific needs and request live demos of our recent innovations. 

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