Solution Design

Our approach to a CX solution is unique to the industry. During the presales design process, we treat every opportunity the same. We invest the time to research our prospect’s challenges and to evaluate if there is a true need. We document every meeting, every conversation, every bit of data is effectively captured in a solution reference document that will morph into your CX blueprints. Every detail matters in the design of an effective CX solution.

Technology

WEBEX CX

Cisco Webex has done an incredible job in taking their world class, premise-based solutions and made it even better in the cloud.

The Webex Calling and Contact Center suite of products takes business telephone systems and contact center solutions to a whole new level of features and productivity that will improve the communication experience for your employees and your customers while providing you with the reporting and analytics for continued improvement.

Control Hub enables you to provision, administer, and manage Webex services and Webex Hybrid Services, such as Hybrid all Service, Hybrid Calendar Service, Hybrid Directory Service, and Video Mesh.

One easy to use app for calling, meetings, instant messaging, basic contact center and advanced productivity insights.

Webex Calling integration

Webex Contact Center supports several easy-to provision telephony options, including integration with Webex Calling.

When used with Webex Calling, Webex Contact Center includes support for use of a common cloud-connected PSTN provider (Cisco CCP), as well as additional benefits such as on-net transfers between agents and Webex Calling extensions and Webex endpoint support (including soft phones).

Additional benefits of Webex Contact Center and Webex Calling integration include:

Single pane of glass provisioning and administration within Webex Control Hub for both telephony and the contact center
On-net call routing to avoid PSTN charges for the agent portion of the call
Webex Calling endpoint support to enable agents to easily take calls from anywhere
Superior voice quality
Choice of certified Cloud Connected PSTN (Cisco CCP) options
Capabilities to transfer to a Directory Number (DN) or voicemail
Outdial Automatic Number Identification (ANI) masking
Local gateway support

Basic ACD customer experience as part of the Webex Calling Suite. Features include voice queues, skill-based routing, call queue monitoring and analytics, multi call window and more.

Customer Experience Basic includes the following features:

Voice Queues—Helps administrators to configure various features such as skills-based routing, enhanced queue policies, customer callback, and so on.
Call queue analytics—Helps administrators to view the important data such as top call queues, top agents, live call queues status, and so on.
Call queue reports— Helps administrators to view the details such as call queue status report and agent status report.
Agent experience in Webex App—Helps users to check and change their call queue status and join/unjoin queue in the Webex App.
Multi call window— Helps users to get a quick view of the call status and easily access some common calling features.
Webex Calling integration within Microsoft Teams—Helps users to access the features directly from Microsoft Teams.

A path to cloud at your pace

Webex Contact Center is available as part of the Cisco Collaboration Flex Plan, which provides an intelligent and practical path for migrating from an on-premises to cloud contact center and collaboration solutions at your own pace, with an award-winning user experience at every step.

Complete collaboration portfolio from a single, security-focused market leader

With available Webex collaboration tools for messaging, calling, meetings, and even headsets and phones, agents benefit from a common user experience.

Next-generation, fully customizable platform

Providing enterprise-grade horizontal scalability, rapid feature innovation and deployment, business user-focused tools lend flexibility and management without burdening IT resources.
Integration with business applications such as Salesforce, Microsoft Dynamics, and Zendesk reduce context switching. Cloud data analytics power real-time and historical reporting and dashboards for business optimization.

Intuitive agent experiences and AI-powered agent assistance

An ideal central command center for agents to provide the best possible customer experiences, the fresh, modern, widget-based design allows administrators to provide all the tools an agent might need in a single interface.

Webex Flowbuilder

Interfaces for Designing Intelligent Contact Flows

Webex Contact Center is powered by the Flow Designer platform for orchestration and automation, enabling developers to design robust, data-driven integrations effortlessly through a no-code/low-code interface. With its intuitive, visual canvas Flow Designer simplifies the development process, encouraging collaboration between developers and business stakeholders, while enabling the creation of applications that provide superior customer experiences.

Webex CPaaS

Communications Platform as a Service

Webex’s 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 and SaaS applications enable you to automate, orchestrate and monitor interactions at scale to deliver an end-to-end customer journey across multiple channels.

Webex Connect

Automate the customer journey, delivering tailored digital interactions at every stage.
Gain quick access to a range of programmable APIs and SDKs to code your own applications.
Easily adopt new channels to interact with customers on the channels they prefer.
Control who has access to the platform, their permissions, and see any changes made.
Rapidly build and train chatbots so your customers can easily self-serve and resolve their queries quickly.

Webex CCAI

Blend digital to human engagement.

Connect the customer experience across all engagement, from proactive messaging to digital self-service and human interactions.

Support any channel, anytime.

Let customers communicate in their channel of choice, including voice, text, email, social, messaging, and more.

Understand every customer.

Empower agents with data and history of each customer across the entire journey, so they can deliver the best experience, every time.

Why us?

Success

A sophisticated CX solution will change the face of your operation forever. This type of project is complex with lots of integration details that take a lot of time to engineer, develop, test and support. These projects are typically busy and expensive but will have a tremendous impact on your customers journey, increasing customer satisfaction and reduce the cost to provide a raving fan experience. Our customers know that when they engage with us, the project will be a success with great returns.

The ROI for a complex CX engagement can range from a basic 20% efficiency increase to north of 50%. These are real world numbers with real world implementations. We have reduced agent handle time from 10 minutes to 3 minutes, introduced automation that handle 80% of all contact center traffic, we have increased the outbound dial capabilities of a sales team from 50 dials per day to 500 dials per day, pay by phone that mitigates loss prevention and handles 100% of calls. With the properly designed and implemented solution, your return on investment will be quickly recognized.