cfo-au logo
Story image

Cisco outlines future of Webex & contact centre solutions

23 Sep 2019

Cisco’s recent US Contact Center Summit was all about how artificial intelligence (AI) will transform contact centres to create a new bond between people and organisations.

Cisco recently acquired three AI-based firms, including Accompany, CloudCherry, and Voicea. The company says these acquisitions and the technologies within them will help Cisco build better solutions that help end users to upsell and cross sell more effectively.

"Integrating cognitive collaboration into the contact center and offering it through a cloud-based solution is an industry game changer," comments Cisco Collaboration general manager and senior vice president, Amy Chang.

“Webex Contact Center is steeped in intelligence and business insights to help our customers deliver massively personalised experiences. More and more AI and ML will be integrated into our solutions over the coming months as we work to offer phenomenal customer experiences that lead and define this industry."

Cisco’s contact centre portfolio is currently used by more than 30,000 different enterprises and more than three million agents.

At the event, Cisco also announced new data centres for its Webex Contact Centre in both Australia and the United Kingdom.

Customers will now enjoy local data residency and compliance while multi-country customers will benefit from a unified cloud contact centre operation. These new centres will significantly improve resource optimisation, operational efficiencies and capital investments,” Cisco states.

The Cisco Webex Contact Center also features Webex calling integration, which means it will be easier to get the right call to the right agent.

“Third-party calling integration makes the challenge even greater. Call quality often suffers calls can even be dropped while costs generally increase. Integrating Webex Calling with Webex Contact Center addresses this challenge head-on, delivering higher-quality calls at a lower cost.  In combination with simplified purchasing and implementation models, Cisco's new cloud-based solution offers market-leading agent and customer experiences.”

Additionally, Cisco Webex Contact Center now allows customers to scale up and down based on customer demand.

“Cisco Webex Contact Center delivers this experience from a single routing queue; supporting up to 3,000 agents per tenant with unlimited tenants allowed per system. This solution more effectively manages workflow and costs; optimising the system's overall performance and positively impacting their customers' overall experience.”

Cisco’s Webex Contact Center can be managed through Control Hub, along with other Webex products.

Cisco recently announced that shareholders will receive a quarterly cash dividend of US$0.35 per common share. The dividend will be paid on October 4 (October 5 NZT).

Story image
What’s next for low-code/no-code?
Low- and no-code platforms are the next technological leap powering the next stage of the workplace evolution, writes SnapLogic field chief technology officer Brad Drysdale.More
Story image
Acclimation partners with Gekkobrain to accelerate SAP HANA adoption in enterprises
“Gekkobrain sees Acclimation as a top-tier SAP services provider, which has already successfully delivered a S/4HANA migration project in record time using Gekkobrain's software."More
Story image
Why securing IoT installations will be ‘do or die’ in post-pandemic Australia
Unless IoT technology is visible on the network, organisations will find themselves at risk with an unmanageable high-tech morass, warns ExtraHop A/NZ regional sales manager Glen Maloney.More
Story image
Epicor acquired by investment firm in huge US$4.7 billion transaction
“We welcome this new partnership with CD&R, which shares our vision for growing the company, and I thank KKR for a highly successful partnership these past few years."More
Story image
Retailers need to embrace marketing technology for the weirdest Black Friday ever
As the all-important holiday shopping season moves closer, it is even more critical retailers invest in proven marketing technology to stand out from the crowd, writes Soprano Design vice president for global product and marketing Matt Thompson.More
Link image
Why performance monitoring is essential to keep cloud costs down
Cloud comes with many different associated costs, which can sneak up on organisations and drive down efficiency. Here's how to reduce costs by up to 50%.More