Change the focus of your contact center from efficiency and cost-cutting to making customers happy and driving better business outcomes.
Why call center solutions built on the Cisco© Customer Journey Platform make a difference:
- Focuses on improving the business outcomes of your sales or service contact center, not just operational performance
- Takes a statistical analytics approach, based on real-world business performance data over time
- Delivers a 360-degree view of the customer journey across systems and sessions, correlating agent and customer perspectives
- Provides continual, closed-loop improvements in the way your agents and systems behave
Call Center Solutions For Any Business Goal
Customer Journey Platform call center solutions deliver an ROI in a few short months whether your performance goals are to increase sales, customer service, customer retention, improved marketing results or operational efficiency.
Call Center Solutions For Any Business
Make every customer engagement more rewarding for customers, agents, your contact center and the business
Know the true context of every customer interaction and take the most effective course of action to achieve the desired results
Gain visibility and control of every team, site, and outsourcer to deliver a consistently personalized customer experience globally
Continually improve the behavior of your agents and systems with predictive analytics based on your real-world performance statistics
Unleash the power of all your cross-system customer interaction data while minimizing the burden on IT
Understand customer behaviors, needs, and values to get results
360-degree View of Customer Journey
Know the context of every customer interaction by stitching together all the customer interaction, geo-spatial, and demographic data from your systems, databases, and 3rd party services. Understand where the customer is in their journey, their value and predict their needs.
Manage Agent Performance
Correlate all your agent activity with customer interactions and business results so you know which agents are best at which tasks, which customers, and which stage of the customer journey and deploy them accordingly. Keep both your agents and your customers satisfied.
Maximize Your Business
Globally manage the matching of customers with the best agents, scripts, and offers so that business performance improves across the board. Make your contact center a strategic asset to the business that continually improves and delivers optimum value.