Customer Success Stories
Agent login process cumbersome with using Cisco Mobility & Finesse.
WFC Custom, single click login process pushes credentials and extension to both applications for instant access.
Agent workflow optimization, simplifies login, saves agent time.
150 retail locations on one cloud-based cc platform
Webex Contact Center Migration for 700 plus agents
Seamless large-scale cc administration
MS Dynamics Integration, Omnichannel for text and email.
WFC OmniXpress custom solution and Finesse framework.
Improved customer journey, simplified engagement for inside sales team with detailed interaction history to MS Dynamics.
Many locations and growing contact center in need of better call routing and adding channels like website chat.
Webex Calling and Contact Center implementation and AI based chat bot with CRM integration for automated scheduling.
Improved customer journey, automation with chat bot and additional channels.
Customer journey improvements and need for self service.
Design and implement virtual agent integrated to CRM & payment systems for self service call deflection.
Conversational IVR handles phone calls for complete transactions reducing the amount of agent calls.
Customer service challenges for national utilities and no automation.
Design and Implement self service automation for cable box resets, bill pay, scheduling etc.
Successful self service handling a large percentage of calls, reduced talk time and less queue times.
Cloud-based contact center
Webex Contact Center Migration
Greater contact center functionality and customer journey enhancements
Need to improve caller experience and improve the amount of oubound calls.
WFC Custom Dialer, and Virtual Agent solution with an integration to MS Exchange for self service basesd scheduling.
Automate a large amount of contacts, increased outbound dial capacity and automated scheduling with an Exchange integration.
Merging banks needed to consolidated their contact center queues
UCCX Redesign Project, introduced intelligent branch routing and screenpop to core banking application.
Reduced talk time, better reporting and screenpop providing better experience for callers.
Cloud-based contact center for a support division of the US Air Force, needs to improve airmen experience and simplified access.
Design a customer solution with Webex Contact Center and integrate to DUO and Service Now to introduce self service for authentication and opening tickets.
Secure ticketing system and increased contact center functionality and self service.
Patient customer service challenges with confirming appointments and rescheduling.
WFC Custom IVR Solution integrated to backend EMR scheduling software.
Vastly improved self-service options and increased patient satisfaction with automation.
Endless amount of repeat callers asking for basic information on travel details.
Integrated to cloud based systems to automate a large percentage of phone calls.
Results in 60% call deflection with automation.
Contact center optimization
Multiple automation projects
Business transformation of customer and agent experience
Cloud-based contact center requirement
Webex Contact Center Migration
Improvements in self-service options and emergency call routing
Cloud-based contact center requirement
Webex Contact Center Migration
Greater contact center functionality
Merging companies needed a single, cloud-based contact center solution
Webex Contact Center Migration
Improved customer journey and agent workflows