Cisco Contact Center Portfolio Enhancements Revolutionize Customer and Agent Experiences

Cisco Drives the Industry Forward with an AI Infusion and New Product for the World's Largest Contact Centers

BARCELONA, Spain, Jan. 28, 2020 /PRNewswire/ --

News Summary:

• New Voicea and Google Cloud's Contact Center AI integrations enable "super agents".
  
  
• New Webex Experience Management transforms the customer experience with contact centers.
  
  
• All this innovation is now available on the new Webex Contact Center Enterprise, a trustworthy, Cisco-backed path to the cloud for large contact centers.

The world's best brands earn customer loyalty over years, even decades – only to lose it in a few seconds if the customer experience is not stellar. While customer needs and expectations have changed, the ways in which companies respond have not kept pace. It's time for a radical change. Today, Cisco announced three developments that will help bring about this radical change—an AI infusion, a new customer experience solution, and a new cloud contact center product. Together, they fundamentally transform the customer experience with contact centers, for the better.

First, Cisco announced new integrations with Voicea and Google Cloud's Contact Center AI (CCAI), that turn agents into "super agents". Cisco also announced Cisco Webex Experience Management (formerly CloudCherry), which empowers contact center staff with real-time visibility into how customers are feeling, in order to radically change the experience. Additionally, all of this innovation is now available on Cisco Webex Contact Center Enterprise. 

"For decades, Cisco has partnered with the world's largest contact centers to solve their most complex problems. Today, we are making possible an entirely new and improved customer and agent experience," said Omar Tawakol, Vice President and General Manager, Contact Center at Cisco Collaboration. "Through the application of AI, we will help contact centers of all sizes radically transform their customer's experiences to meet the demands of today's sophisticated consumer."

Announcement highlights include:

Cisco (Voicea) and Google Cloud's Contact Center AI Integrations 

Cisco is looking to massively transform the customer and agent experience by infusing AI into its contact center portfolio – empowering agents to provide high-touch customer support and improved overall customer experience. To accomplish this, we're taking a best-of-breed approach that combines our proprietary AI capabilities through recent acquisitions, along with best-in-class partner technology such as Google Cloud's Contact Center AI.