Cisco has unveiled a series of updates to its contact centre offerings with the goal of personalising customer care for its business customers and improving customer experience, security and deployment.
The launch of version 12 covers its two premise-based contact centre offerings; Cisco Contact Centre Express (CCX) and Cisco Contact Centre Enterprise (CCE) as well as one of its cloud-based contact centre solutions. The updates include omni-channel enhancements and a new, all-in-one user interface for call centre agents and managers.
Contact centres play an important role in shaping a company’s direction as they realise that the contact centre isn't just a cost, it's also a revenue-generating centre that is key to driving customer loyalty, innovation and business growth. The right technology delivers quicker, more memorable customer care. Cisco, one of the leaders in communication experience on the market today, is making it easier to access that crucial tech.
Customer care agents need modern and intuitive tools that enable them to have the essential information and resources at their fingertips. The release of version 12 focuses on the agent experience. In many cases, an agent is the only interaction customers will have with your business. Therefore, empowering agents with the essential tools helps drive quicker resolution closure and create more meaningful customer interactions that can last a lifetime.
Rob Coleman, Collaboration specialist at Unifi Communications says, “Our customers are valuing contact centre features more and more over price. They know better experiences mean return, customers and are looking to track and understand the customer's journey to enhance customer loyalty. Contact centres need to evolve and the launch of these offerings from Cisco help this evolution”
The new administration portal brings together resources and third-party solutions into one platform to ease management and multi-channel interactions for both agents and managers. Cisco's contact centre solutions now include an integration with Facebook's Messenger app, and Cisco also now supports Amazon Web Services as a deployment model.
IT staff can manage the contact centre efficiently and cost-effectively, while ensuring compliance with the latest security standards and protecting the privacy of their customers’ data.
New features include:
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These enhancements show our dedication and commitment to helping our customers deliver more enriching customer experiences, achieve faster resolution closure, scalable systems to improve IT resource productivity, and reduce total cost of ownership.
Based on Eel Pie Island in Twickenham, Unifi Communications have 15 years’ experience providing collaboration technology to small and medium sized businesses, which change the way they work.