Cisco Webex Contact Center Reviews & Details
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Summary
Cisco Webex Contact Center deploys predictive analytics to provide personalized recommendations to customers when they are interacting with the contact center agents or customer service representatives assisting them in decision-making. It provides advanced calling metrics, which help users to identify anomalies or problem points and their root causes, thus enabling the users to formulate a solution. By leveraging the operation efficiency analytics, facilitated by CACC, contact centers can reduce the number of repeat calls from customers, track agent/customer representative performance, analyze call history, optimize call routing, and automate calls. Cisco Webex Contact Center can be deployed on-premises, in which all components of the analytics ecosystem are deployed on the client site. On the other hand, in an on-cloud deployment, the data ingestion software applications are installed on the client site and the analytics engine in the CACC is on-cloud.
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CISCO SYSTEMS INC Presence in
Contact Center Analytics Solutions
Cisco has a strong global presence with its direct sales force and partner ecosystem in the Americas; Asia Pacific, Japan, and China (APJC); and Europe, Middle East and Africa (EMEA). The company caters to large enterprises and SMEs spread across various industries, such as BFSI, automotive, manufacturing, transportation, materials and mining, energy, utilities, healthcare, life sciences, retail, consumer goods, hospitality, sports, entertainment, government, and education. With a stable financial condition, Cisco invests a significant share of its revenue in R&D development activities. In the contact center analytics market, Cisco, in December 2014, introduced its analytics offering – Cisco CACC for customers with varied requirements. In addition, Cisco’s R&D expenditure, which was around USD 6.30 billion in 2016, is utilized to launch new products and boost its existing product portfolio, including the analytics segment, to maintain its competitiveness in the market. With a large direct sales force and strong partner ecosystem spread across various regions, Cisco is able to cater to a global clientele and their differentiated requirements. A substantial portion of its products and services is sold through channel partners, such as systems integrators, service providers, other resellers, and distributors; and the remaining is sold through direct sales.
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