The Cisco© Customer Journey Platform delivers call center industry solutions that improve business performance and operational efficiency with predictive analytics-driven routing, omnichannel communications, and customer journey analytics. No matter your size, the Customer Journey Platform has SMB call center solutions and global call center solutions.
Consumers are smarter than ever. With 24 x 7 access to comparative product information and competitive offers, we have become very discerning shoppers. So every single customer interaction counts. Some may happen on the web, some via email and many still pick up the phone and call, but each action needs to be leading to a sale.
With the Customer Journey Platform, you can know where your business really comes from and optimize your contact center system and agent behaviors to deliver the business results you need.
Consumers are inundated with insurance, home loan, investment and banking offers on TV, direct mail, email and the phone. The internet has put the power of information and choice in the hands of the buyer. It is more important than ever to make every possible effort for every customer interaction to result in a positive transaction.
When a consumer engages, the platform arms your agents with the information they need about the consumer, what offer to make, and how best to close it. When the consumer initiates an interaction, they are always connected to the best available agent for that kind of customer.
Consumer technology customers get their loyalty tested every day as the pace of new devices heats up. Research shows that the majority of consumers prefer to be in control of how and when they gather information before making a technology purchase or requesting service. And they rate talking to the seller and word of mouth as being their preferred methods of information gathering.
The Customer Journey Platform matches your customers with your best agents and makes sure your agents have the information they need to handle every interaction properly, anticipate the customer’s questions or issues, and make the right offers at the right time.
Travelers, vacationers and foodies are on the rise, but so is the competition for their business. It’s a brand war and customer service with the right information is the differentiator. And customer loyalty, retention, and repeat visitors are essential for business growth.
The Customer Journey Platform matches your customers with your best agents and makes sure your agents have the information they need to handle every interaction properly, anticipate the customer’s needs, and to make the right offers at the right time.
The internet has changed the way people shop. They have product specifications, reviews, viral rants, one-to-five star ratings, and comparative tables at their fingertips. To acquire and retain a customer today requires making the most of every opportunity to share information and engage. If you don’t give consumers the right information or pair them with the most intelligent representative every time, your business is at risk.
The Customer Journey Platform makes sure your agents have all the information they need at their fingertips—about the customer, the product, and the potential offers. We match your customers with the available agent with the best performance record for that type of interaction.
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