Webex Customer Experience Solutions

Table of Contents

  1. Social handles and URLs
  2. Key Features of the Platform
  3. Brief history of the product
  4. Executive team
  5. Competitors
  6. Reference links

Webex Customer Experience Solutions is a suite of cloud-based tools designed to manage and optimize customer interactions across a wide range of digital and voice channels. Its key differentiators include native integration with the broader Webex collaboration ecosystem, a strong emphasis on AI-driven automation and agent assistance, and a comprehensive platform-based approach (CPaaS) for building custom communication workflows.

https://www.webex.com/customer-experience.html

Social handles and URLs

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Key Features of the Platform

  • Omnichannel Engagement: Manages customer interactions seamlessly across voice (inbound/outbound), email, web chat, SMS, and social messaging applications in a single unified queue.
  • AI-Powered Self-Service: Utilizes conversational AI-powered voice bots (IVR) and chatbots to provide 24/7 customer self-service, handle routine inquiries, and escalate complex issues to live agents with full context.
  • Intelligent Routing: Employs skills-based, attribute-based, and data-driven routing to connect customers with the best-suited agent, improving first-contact resolution.
  • Unified Agent Workspace: Provides a single, customizable desktop interface (Webex Contact Center Agent Desktop) that integrates with CRM and other business applications, giving agents a 360-degree view of the customer journey.
  • Supervisor and Analytics Tools: Offers real-time and historical dashboards, reporting, and analytics on agent performance, customer satisfaction, and operational metrics. Supervisors have tools for call monitoring, whisper coaching, and barge-in.
  • Webex Connect (CPaaS): A Communications Platform as a Service that enables businesses to orchestrate, automate, and manage customer journeys using low-code visual workflow builders.
  • Workforce Optimization (WFO): Includes tools for quality management, call recording, screen recording, and workforce management to optimize staffing and agent performance.
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Brief history of the product

Cisco has a long history in the on-premises contact center market with its Unified Contact Center Express (UCCX) and Unified Contact Center Enterprise (UCCE) products. The shift toward a cloud-native platform accelerated in the late 2010s. A significant milestone was the acquisition of BroadSoft in 2018, which provided a strong foundation for Cisco’s cloud calling and collaboration services.

To bolster its AI capabilities, Cisco acquired Voicea in 2019, integrating its real-time transcription and voice analytics AI into the Webex platform. The most pivotal acquisition for the Customer Experience portfolio was imimobile PLC in 2021. This move brought a leading Communications Platform as a Service (CPaaS) into the fold, which was rebranded as Webex Connect, transforming Webex Contact Center from a pure channel-management tool into a comprehensive customer journey orchestration platform. These acquisitions have reshaped Cisco’s offering into the end-to-end cloud solution it is today.

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Executive team

  • Jeetu Patel: Executive Vice President and General Manager, Security & Collaboration, Cisco
  • Lorrissa Horton: Senior Vice President and General Manager, Webex Calling and Contact Center
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Competitors

Webex Customer Experience Solutions competes in the Contact Center as a Service (CCaaS) market. Key competitors include:

  • Genesys: (Genesys Cloud CX)
  • NICE: (CXone)
  • Five9: (Five9 Intelligent CX Platform)
  • Talkdesk: (Talkdesk CX Cloud)
  • Amazon Web Services: (Amazon Connect)
  • Twilio: (Twilio Flex)
  • Microsoft: (Dynamics 365 Customer Service)
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