Webex Contact Center

Contact centres are where AI is making the biggest practical difference to customer service, and Webex Contact Center puts it to work at both ends of the conversation. We're one of the partners Cisco has specialised to deliver it. Webex Contact Center is a specialisation Cisco grants by invitation, and it's renewed every year.

For your customer's customers. Webex AI Agent handles routine questions on its own, by voice or digital channels, and works through tasks using the customer's own systems. When a conversation needs a person, it passes to a human agent with the context already captured. AI agents are designed and managed in AI Agent Studio, so they can be improved as the business learns.

For the agents. Cisco AI Assistant works alongside every agent:

• real-time transcripts of the conversation
• Real-Time Assist, which suggests responses based on what the customer is saying
• summaries in the middle of a call and at wrap-up, so nobody has to repeat themselves
• AI-suggested wrap-up reasons
• an automatic satisfaction score for every interaction, without a survey
• wellness breaks prompted when an agent has had a difficult run of calls

For supervisors. Real-time and historical reporting come as standard. Through our sister company, Dynamic CX, we can add AI call analysis, coaching feedback and bespoke reporting on top.

We've done this for real. Truly Dental now answers 63% of calls immediately, without a queue, and quality assurance takes half the time. Read the story →