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September 10 2021The all newWebexContact CenterIntelligent. Flexible. Delightful. 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterContents 2021 Cisco and/or its affiliates. All rights reserved.Contents2010203IntroductionCore valuesCustomer delight040506Super agentsFlexible platformCompletecollaboration0708Why WebexContact us
The All New Webex Contact CenterIntroductionCreating customer delight.What does customer satisfactionlook like in the contact center?It’s simple:Your customers get the answers they need, through their preferred channel, with astonishingspeed. Wasted time and stress are a thing of the past.Webex Contact Center gives you the tools you need to make every customer interaction adelight, every time. 2021 Cisco and/or its affiliates. All rights reserved.3
The All New Webex Contact CenterCore values4Core valuesBuilt for the future of customer experience, withfour core values at the heart of everything we do.NavigateDelightful Customer ExperiencesDigital-first engagements informed by customerexperience management.Let customers connect when and how they want – via chat, text, social, email, or call.Customer delightAI-powered assistance and a new, modular agent desktop makes agents’ days a breeze.Super agentsEnterprise-grade, out-the-box ready, flexible cloud contact center, from the market leader.Flexible platformAll-in-one messaging, meetings, calling, devices, and more from a security-focused leader.Complete collaborationIntelligent Super AgentsSuper agent intelligence for an intuitiveagent experience.Flexible Customizable PlatformNext-generation, fully customizable platform.Collaborative Contact CenterComplete collaboration suite to engage yourentire team. 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterCustomer delightCustomer delightIt’s not just a contact center.It’s a customer experience center.Webex Contact Center lets your customersconnect through their preferred channel – chat,text, social, email, or call. AI-powered voice andchat virtual agents give customers options fornatural, fast, and easy 24/7 self-service - witha seamless baton pass to a live agent whendesired.Benefits 2021 Cisco and/or its affiliates. All rights reserved.Customer contact history at the agent’sfingertips ensures customers never have torepeat themselves, and agents are contextaware for every interaction.Webex Experience Management surveysprovide insight into sentiment and a consistentpulse on customer experience.5
The All New Webex Contact CenterCustomer delightDelightful customerexperiencesBuilt for digital-firstcustomer experienceEnd-to-end customerexperience management Close the feedback loop with WebexExperience Management. Post-call surveys are delivered to thecustomer via text, email, or interactivevoice response (IVR) to capture immediatefeedback and proactively manage andmeasure customer sentiment. Agents have real-time visibility intoprevious customer survey responses topersonalize interactions.Let today’s digital-first customer connecttheir way - via chat, text, social, email,or call. Natural, AI-powered voice and chat virtualagents provide options for fast and easy24/7 self-service. Agents benefit from complete customerinteraction history in a single interface,regardless of channel – empowering themwith full visibility. 2021 Cisco and/or its affiliates. All rights reserved.6FeaturesOmnichannel24/7 self-serviceWebex ExperienceManagementCore valuesContents
The All New Webex Contact CenterCustomer delightOmnichannel7FeaturesOmnichannel24/7 self-serviceLet customers connect ontheir own termsWebex ExperienceManagementDigital-first support means customers are freeto reach out through whichever platform suitstheir lifestyle.New text (SMS) and social channels for today’sdigital-first customer.SMSCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterCustomer delight24/7 self-service8FeaturesOmnichannel24/7 self-serviceOffer round the clockcustomer support withAI-powered voice andchat virtual agentsWebex ExperienceManagementCustomers can connect to support serviceshowever they like, whenever they like, switchingseamlessly between virtual and human agents.Agent tools provide complete customer historyin one place, at their fingertips – ensuring theyare context-aware and customers never have torepeat themselves.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterCustomer delightCustomer experiencemanagementOptimize results and boostcustomer satisfaction9FeaturesOmnichannel24/7 self-serviceWebex ExperienceManagementCollect valuable customer feedback with WebexExperience Management surveys, deliveredstraight to the customer via text message (SMS),email, or interactive voice response (IVR).Empower customers to give immediate feedbackon their experience, and agents to customizeinteractions based on their knowledge ofprevious customer experience ratings.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterSuper AgentsSuper AgentsDeliver exceptional customerexperiences – every timeAI-powered assistance and a new, useroptimized agent desktop gives your agentseverything they need to deliver exceptionalcustomer experiences.Agent tools provide a complete customer history,all in one place and at their fingertips, ensuringthey are always context-aware.Benefits 2021 Cisco and/or its affiliates. All rights reserved.They can also tailor interactions based on fullvisibility of customer feedback in the WebexExperience Management customer experiencejourney agent desktop widget.10
The All New Webex Contact CenterSuper AgentsIntelligent superagentsIntuitive agent experienceSuper agent intelligence Agents have everything they need in a singleconsolidated view wit the new modular agentdesktop. AI-powered chat and voice virtual agentsdeflect routine interactions and provide aseamless baton pass to human agents. Smart customer interaction history andinformation via third-party application widgetsupport. Visibility to customer feedback andcommunication history give agents fullcontext to tailor interactions. Webex Workforce Optimization promotesworkforce engagement – includingworkforce management, qualitymanagement, and workforce analytics. Remote agent support provides a seamlessexperience no matter where agents sit. 2021 Cisco and/or its affiliates. All rights reserved. Coming in 2021:-Agent Answers for context-driven turn-by-turn guidance.-Agent Call Transcription to aid with fast callwrap-up.11FeaturesAgent desktopWebex WorkforceOptimizationOutbound campaignsRemote agentsCore valuesContents
The All New Webex Contact CenterSuper Agents12Agent desktopexperienceFeaturesAgent desktop1 of 7Intuitive agent experience51Omnichannel task list view2Customer information3Customer experience journey4Mid-call features5Agent profileWebex WorkforceOptimization41Outbound campaigns22Remote agents3Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.Next
The All New Webex Contact CenterSuper Agents13Agent desktopexperienceSingle view for allinbound channelsFeaturesAgent desktop2 of 7Webex WorkforceOptimization121Inbound channels2Contact historyOutbound campaignsRemote agentsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.Next
The All New Webex Contact CenterSuper Agents14Agent desktopexperienceFeaturesAgent desktop3 of 7Intelligent seamless handoffWebex WorkforceOptimization11Outbound campaignsVirtual agent (IVR) transcriptRemote agentsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.Next
The All New Webex Contact CenterSuper Agents15Agent desktopexperienceFeaturesAgent desktop4 of 7Proactive customerexperience insightsNextWebex WorkforceOptimizationOutbound campaigns1Customer experiencejourney viewRemote agents1Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterSuper Agents16Agent desktopexperienceFeaturesAgent desktop5 of 7Proactive customerexperience insightsNextWebex WorkforceOptimizationOutbound campaigns1Customer experienceanalytics view1Remote agentsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterSuper Agents17Agent desktopexperienceFeaturesAgent desktop6 of 7Context-relevant informationfrom external sourcesNextWebex WorkforceOptimizationOutbound campaigns1Customer third-partywidgetsRemote agents1Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterSuper Agents18Agent desktopexperienceFeaturesAgent desktop7 of 7Customize your desktop:choose between light ordark modeWebex WorkforceOptimizationOutbound campaignsCustomizable desktopRemote agents1Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.Next
The All New Webex Contact CenterSuper Agents19Webex Workforce*OptimizationWorkforce Management (WFM)FeaturesAgent desktopWebex WorkforceOptimization1 of 3Dynamic scheduling allows agents, supervisors,and staffing analysts to collaborate live.Outbound campaignsAgent-centric:Remote agentsWe keep the agent experience front and center,with software designed to support them.Flexible:Our software works the way you need it to, andcan adapt to many business models, situations,and organizations.Core valuesIterative and incremental:Development is ongoing. We collect feedbackand update features to ensure the bestpossible experience. 2021 Cisco and/or its affiliates. All rights reserved.NextContents*Optional Webex Contact Center feature
The All New Webex Contact CenterSuper Agents20Webex Workforce*OptimizationQuality Management (QM)FeaturesAgent desktopWebex WorkforceOptimization2 of 3Evaluate and measureNextagent efficiency and performance through tailoredevaluation forms.Outbound campaignsBoost moraleRemote agentsvia gamification and agent self-assessment.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.*Optional Webex Contact Center feature
The All New Webex Contact CenterSuper Agents21Webex Workforce*OptimizationQuality Management (QM)FeaturesAgent desktopWebex WorkforceOptimization3 of 3Workforce Optimization AnalyticsAnalyze speech and desktop actions to gain insights.Correlate agent performance to net promoter scores (NPS).Outbound campaignsRemote agentsHolistic view:one-click access to view, consume and act ondata with more precision and less effort.Powerful streamlined contacts filter:find conversations quickly. Use core data andcustom metadata information to build your filterand save it for quick retrieval later.Core valuesEngage your employees:Contentsgive live agents a voice with timely feedbackloops and the guidance they need withgamification, evaluations, coaching and training. 2021 Cisco and/or its affiliates. All rights reserved.Next*Optional Webex Contact Center feature
The All New Webex Contact CenterSuper Agents22Outbound campaigns*Improve agent productivity andoverall business performance byletting agents spend more timeinteracting with customers and lesstime trying to reach them. Increase sales and upsells Increase customer retention Improve marketing campaign results*Optional Webex Contact Center feature 2021 Cisco and/or its affiliates. All rights reserved.FeaturesAgent desktopOutbound campaign managementWebex WorkforceOptimizationOutbound campaignsList managementTelephony dialing modesCall list segmentationAgent selectionData modelingPrioritizationMulti-skilling of agentsPreview dialingCampaign runtimeComplianceMulti-phone contact strategyCampaign chainingState/time zone-specific calling windowsStatutory complianceDo-not-call listsRemote agentsCore valuesContents
The All New Webex Contact CenterRemoteagentsEmpower agents to workanywhere – fastWhen you need to offloadexpanding call volume, or agentsneed to work from home, WebexContact Center can be quicklydeployed to allow your agents totake calls from anywhere.Give your contact center staffseamless experiences, no matterwhere they are.Super Agents23FeaturesAgent desktopWebex WorkforceOptimizationOutbound campaignsRemote agentsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterFlexible platformFlexible platformInspired by customers.Built for business.The world’s most customer-focused providermeets the most advanced contact center.Our out-the-box ready, yet fully customizable,enterprise grade platform allows for ultimatescalability and performance –that’s truly next generation.Benefits 2021 Cisco and/or its affiliates. All rights reserved.With Webex Contact Center you get it all –security, scalability, flexibility, from a providerwith a collaboration-focused heritage.24
The All New Webex Contact CenterFlexible platformFlexible customizableplatformOpen and extensibleEnterprise-grade Cloud provider-agnostic, microservicesarchitecture provides enterprise-gradehorizontal scalability, flexibility, and rapidfeature innovation and deployment.Drag-and-drop flow control builder putscustomization in the hands of the user andfrees IT resources.Open APIs allow for customization of AI,data, media and desktop capabilities forultimate flexibility.Integrate with your preferred CRM andbusiness applications including Salesforce,MS Dynamics, Zendesk, and more. Cloud data analytics provide historical andreal-time reporting and dashboards. Agents can work from anywhere with fullremote agent support25FeaturesFlow control builderRouting and scalabilityBusiness applicationintegrationsReports anddashboards (Analyzer)Open APIsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterFlexible platformFlow control builder26FeaturesFlow control builderRouting and scalabilityCustomization in your handsA new drag-and-drop flow control builder putscustomization into the hands of the businessuser and frees up valuable IT resources.Business applicationintegrationsReports anddashboards (Analyzer)Open APIsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterFlexible platformEnterprise-gradehorizontal scaleMicroservices-based,cloud-provider agnosticplatform enablesdependable scalability andrapid feature innovationand deployment.Singular, omnichannel routingsimplifies interaction handlingregardless of underlying queues,agents, channels, and skills.27FeaturesFlow control builderRouting and scalabilityBusiness applicationintegrationsReports anddashboards (Analyzer)Open APIsIntelligently distribute calls acrossany number of sites and locations,with ease of integration that lets youwork with the channels that suit yourbusiness.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterFlexible platformBusiness applicationintegrationsSeamless integrationsAccess contact center functionality from thebusiness applications your agents use everyday,like Salesforce, Zendesk, and Microsoft Dynamics.Agents benefit from seamless workflows, aunified experience and improved contact centerperformance - all with less complexity.28FeaturesFlow control builderRouting and scalabilityBusiness applicationintegrationsReports anddashboards (Analyzer)Open APIsCore values.plus more. 2021 Cisco and/or its affiliates. All rights reserved.Contents
The All New Webex Contact CenterFlexible platformReports and dashboards29FeaturesFlow control builderRouting and scalabilityImprove efficiency withreal-time and historicaloperational dashboardsand reports.Interactive exploratory and trend analysis tocross-analyze customer interactions and agentactivity with business and financial metrics tohelp you find optimization opportunities.Brings together data from calls (ACD), virtualagent interactions, and more so you can analyze,understand, and manage your contact center,and optimize for operational efficiency in newand innovative ways.Business applicationintegrationsReports anddashboards (Analyzer)Open APIsCore valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterFlexible platform30Fully customizableFeaturesFlow control builderRouting and scalabilityAPI-first for a next-generation platformBusiness applicationintegrationsWebex Contact Center API GatewayNext-generationplatform architectureAgentDataUI/PlatformEmbed third-partygadgets and customizethe agent desktopRetrieve tasks, agentactivities, queue details,reporting statisticsCustomize notificationsand shortcutsMediaRetrieve media capturesfor a specific interaction(voice, email, chat) 2021 Cisco and/or its affiliates. All rights orts anddashboards (Analyzer)Open APIsCore valuesContents
The All New Webex Contact CenterComplete collaborationCompletecollaborationConnect agents to your widerteam of expertsWebex messaging, video, and call tools letagents and subject matter experts work togetherto optimize every customer engagement.Single–pane-of-glass provisioning andmanagement for all Webex collaboration serviceswith Webex Control Hub makes administration abreeze.Benefits 2021 Cisco and/or its affiliates. All rights reserved.31
The All New Webex Contact CenterComplete collaborationCollaborative alling optionsEnterprise-gradeComplete portfolio Complementary Webex messaging andmeetings tools allow agents to engage teammembers and subject matter experts to givecustomers optimal support. Integration with extended calling optionsincluding PSTN, Webex Calling, and Webexdevices and endpoints supports ease of use. Common UI across the full portfolio aids inemployee onboarding and training.Webex devicesWebex Control HubWebex Control Hub integration provides asimple way to secure and manage all yourcollaboration applications.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterComplete collaboration33Complementary Webexcalling, messaging and*meeting toolsComplementarycollaborationConnect agents to subjectmatter expertsWebex Control HubFeaturesCalling optionsWebex devicesCreate a team that goes beyond the walls ofthe contact center, powered by Webexcalling, messaging, and meetings tools.Core valuesContents 2021 Cisco and/or its affiliates. All rights reserved.*Optional companion solutions
The All New Webex Contact CenterComplete collaboration34Extended callingoptions for Webex*Contact CenterComplementarycollaborationNew integration with Webex Calling plusCisco PSTN optionsWebex Control HubFeaturesCalling optionsWebex devicesExperience superior voice quality, acceleratedonboarding, and easy provisioning via WebexControl Hub with Webex Calling combined withWebex Contact Center.Leverage Webex endpoints to receive callsfrom anywhere via the Webex app.Core values*Optional companion solutionsContents 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterComplete collaborationWebex devices*Cisco can provide everything agents and theirsubject matter experts need, from software tohardware, in one place.35FeaturesComplementarycollaborationCalling optionsWebex devicesWebex Control HubCore valuesContents*Optional Webex Contact Centercompanion products 2021 Cisco and/or its affiliates. All rights reserved.
The All New Webex Contact CenterComplete collaborationEffortless managementfrom anywhere withWebex Control HubGet unparalleled control of your cloud environmentWebex Control Hub offers a single-pane-ofglass solution that provides one central cloudapp for all Webex administrative ing optionsWebex devicesWebex Control HubThe intuitive inter
Agent desktop Webex Workforce Optimization Outbound campaigns Core values Contents Features. Empower agents to work anywhere – fast . Remote agents Agent desktop Webex Workforce Optimization Remote agents Core valu
