- New Voicea and Google Cloud’s Contact Center AI integrations enable “super agents”.
- New Webex Experience Management transforms the customer experience with contact centers.
- All this innovation is now available on the new Webex Contact Center Enterprise, a trustworthy, Cisco-backed path to the cloud for large contact centers.
4 Trends for Customer Experience Innovation
The world’s best brands earn customer loyalty over the years, even decades – only to lose it in a few seconds if the customer experience is not stellar. While customer needs and expectations have changed, the ways in which companies respond have not kept pace. It’s time for a radical change. Cisco announced three developments that will help bring about this radical change—an AI infusion, a new customer experience solution, and a new cloud contact center product. Together, they fundamentally transform the customer experience with contact centers, for the better.
First, Cisco announced new integrations with Voicea and Google Cloud’s Contact Center AI (CCAI), that turn agents into “super agents”. Cisco also announced Cisco Webex Experience Management (formerly CloudCherry), which empowers contact center staff with real-time visibility into how customers are feeling, in order to radically change the experience. Additionally, all of this innovation is now available on the Cisco Webex Contact Center Enterprise.
Customer experience is evolving with the rise in AI and ML usage
“For decades, Cisco has partnered with the world’s largest contact centers to solve their most complex problems. We are making possible an entirely new and improved customer and agent experience,” said Omar Tawakol, Vice President and General Manager, Contact Center at Cisco Collaboration. “Through the application of AI, we will help contact centers of all sizes radically transform their customer’s experiences to meet the demands of today’s sophisticated consumer.”
