Cisco registers its presence in the contact center analytics market with its analytics offering – Cisco Connected Analytics for Contact Center (CACC). It is a bundle of software and services, which includes an analytics engine, comprising software components for data integration and analytics; and services, such as Cisco data and decision science services. Request
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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.