Welcome to your Monthly Feature Update Blog page Series

To help keep our customers informed of fresh capabilities obtainable in our Cisco Get in touch with Center portfolio, we’ve created this monthly blog collection. Month each, you’ll be listening to from me and my Cisco co-workers, on new features to your Webex Portfolio that assist organizations improve place of work collaboration, productivity, and client experience.

Month this, I’m highlighting a few of the exciting features we’ve introduced with Webex Contact Center, our versatile get in touch with center as something (CCaaS) for little and large contact facilities, trusted by leading economic, healthcare, retail, and amusement companies round the global world.

Because we use an agile cloud growth approach, we’re in a position to introduce new abilities and features on the frequent and ongoing foundation. Our exclusive multi-tenant cloud Webex System for Contact Middle enables us to provide these new functions across our entire get in touch with middle portfolio, enabling both cloud and on-premises clients to quickly benefit from new capabilities that assist them achieve their company goals.

Here’s What’s New

Make Smarter Choices with Webex Workforce Optimization

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality administration, workforce administration and analytics that empower get in touch with middle supervisors to optimize broker performance and gain important information insights about their clients. The answer includes three crucial modules and can be acquired with this on-premises solution now, Unified Contact Center Convey, along with with Webex Contact Middle:

• Quality Administration contains scalable voice and display screen call recording, and quality evaluation equipment that allow supervisors to examine and assess performance degrees of people and teams easily, so they can stick to best of team productivity, initial call resolution (FCR) and client satisfaction (CSAT).

• Workforce Management allows supervisors and managers to build up schedules for multiple websites, manage critical information and essential performance indicators (KPIs), and manage real-period adherence of agents with their schedules. This empowers contact facilities to forecast for the unforeseen and accurately easily, analyze and modify for every day realities proactively, and make smarter choices to control critical business assets to optimize service ranges.

• Workforce Optimization Analytics integrates speech, desktop computer, and text analytics right into a individual, unified analytics device, providing supervisors with data-driven insights and important metrics concerning the voice of these customers. Thus giving organizations distinctive insights about each consumer conversation, to allow them to make improvements that result in better customer company and experiences outcomes.

Enhanced Operational Efficiency with Webex Contact Middle Analyzer Reports

We’ve made some enhancements to your advanced analytics solution which make it quicker and better to find vital information, and simplify threshold configurations for important metrics such as for example wait times.

• Enhanced Search: Helps you to save time by giving a view of most folder names, reviews, or dashboards, complementing the search string for superior searching. We’ve produced some enhancements to your advanced analytics solution which make it simpler and quicker to get necessary information and simplifies threshold configurations for crucial metrics.
• Threshold reports: Allows one to set custom made thresholds and alerts for agent and call data to remain together with wait times or additional metrics you need to follow closely.

Simplified Deployment and Management with Webex Control Hub

• Cisco PSTN calling for Webex Get in touch with Center: We’re now supplying a quick-to-deploy PSTN calling remedy for Cisco Webex Get in touch with Middle and Cisco Webex Get in touch with Center Enterprise customers, that makes it easier to buy and deploy your get in touch with center with an individual costs from Cisco. To simplify items further, PSTN entitlements could be additional and provisioned in Webex Control Hub, our cloud management device for Webex collaboration solutions. Customers can buy a Webex Contact Middle subscription you need to include Cisco PSTN contacting and be ready to go in less than five days.

• 3^rd Party Applications: We’ve managed to get much easier so that you can manage the Webex Contact Middle Connector for Salesforce along with other 3^rd celebration apps through Webex Control Hub. The Salesforce connector offers critical customer information at the agent’s desktop computer, improving performance and minimizing app changing while helping clients. Additionally, the connector enables contact facilities to personalize IVR routing and flows predicated on real-time usage of customer data, ensuring clients are routed to probably the most qualified individual who can offer the most precise and timely responses – the 1st time.

What’s Next?

I’m looking towards communicating with you regularly and to listening to about how exactly these new features are assisting you achieve greater achievement. Keep tuned in for next month’s blog page where I am highlighting new functions that enhance your ability to become more proactive in enhancing your clients’ experiences.

To find out more about Webex Get in touch with Center, read our ebook. For more information about Cisco Contact Middle solutions, visit our site.

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