Webex Contact Center

Omnichannel Contact Center in the Cloud

RTEL Cloud Contact Center

Service Family


Cisco Webex Contact Center (WxCC)

is a native cloud, omni-channel platform with standard and premium variations, and several options for additional integrated features.
The adoption of this intuitive platform, when coupled with Rtel’s Contact Center expertise, means it’s even simpler to take your contact center and collaboration portfolio to the cloud.

Why Choose Webex Contact Center?

Cisco Webex Contact Center is a cloud based,Software as a Service (Saas) Contact Center platform,
and with that comes all the benefits cloud technology has to offer. Increased agility of the technology available, and the instant availability and reduced costs associated with the uptake of new, innovative features developed specifically for cloud.

The superior cloud technology of Cisco Webex Contact Center will not only improve contact center and agent performance, but also positively impact on the overall efficiency and profitability measures of an organization.
It will also have a direct improvement to customer experience through:

  • Boosted agent productivity
  • Improved first-contact resolution
  • Increased customer loyalty and lifetime value
  • Boosted business operations and performance

What’s Included with Webex Contact Center?

  • Built as a Cloud Solution : Moving to a cloud contact center means your platform is more secure, reliable, flexible and scalable.
  • Omni-channel : Each customer interaction including voice, email and chat are unified. Cross-channel customer history is displayed to agents helping deliver a more personalized customer experience.
  • 360-degree Customer Journey Analytics : Insights and analytics track the whole customer journey across all channels.
  • Predictive Analytics-based Routing : Customer needs are matched with the best available agent based on predictions throughout the customer journey.
  • Intelligent and Contextual : Agent and customer experience is combined with artificial intelligence.
  • Expert Collaboration and Communications : Built-in on-demand voice and chat collaboration with other agents, managers, and subject experts.
  • Business Application Integrations : Determine data routing, data from business applications such as CRM.
  • Workforce Optimization : Advanced scheduling with agent contribution, quality management and “voice-of-the-customer” insights through speech, text, and desktop analytics.
  • Outbound Campaigns : Preview, as well as progressive dialing and management.


Support

Whether you’re looking for a partner to extend your overall Cisco collaboration portfolio, or you’re a customer who would like us to engage with your Cisco partner, get in touch!