CCV Webex Contact Center is an Omni-Channel module that provide us Interactions through Voice, Email and Chat channel from a unified environment.
It brings your business the innovation, flexibility, and agility of the cloud with the security and global scalability you have come to expect from Convergia.
Cloud contact center gives you improved agility, flexibility, scalability, security, capital efficiency, innovation, and customer success.
Seamless application integration
Improve first-contact resolution by embedding contact center functionality within the business app experience. Improve agent productivity and remove the chaos of app switching.
Built-in voice and chat collaboration with other agents, managers, and subject-matter experts helps solve difficult customer issues, improve your first-contact resolution rate, and makes for happy, satisfied customers.
Predictive analytics-based routing
Customer journey analytics
Cross-channel and cross-system analytics offer insights into every stage of your customer’s journey on your cloud and on-premises contact centers. With this knowledge, you can optimize contact center operations for customer acquisition, retention, and satisfaction.
All of your customer interactions, including voice, email, and chat, are unified, thus providing a seamless experience for your agents. During every interaction, your customer’s cross-channel history is displayed so your agents can deliver more personalized customer experiences.
Global cloud leader: Cisco is the market-share leader for contact centers: number one in North America and number two worldwide.
Intelligent journeys: AI and ML practices help you provide contextual, suggestive, and predictive customer experiences.
Flexible migration: Our “cloud first, not cloud only” approach makes it easy for you to take your first steps to cloud.
Integrated portfolio: Our broad and tightly integrated portfolio provides deep expertise in all areas of communications, contact center, collaboration, calling, security, networking, and devices.
Unified open platform: Our open platform architecture enhances business processes and workflow efficiency, as well as integrates with all the business tools that touch your contact center.
Security and trust: Cisco has an unassailable reputation for true security, and we continue to invest billions of dollars to make your contact centers more secure.
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Companies that deploy Unified Communications, experience a 72% increase in business.
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88% of buyers reported significantly faster problem resolution.