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A Path to New Users, Customers and Revenues

The contact center market is ripe for disruption by the cloud, with dispersed agents working in different sites, at home, or being outsourced—often globally.  Yet only 8% of all contact center agents are currently using cloud solutions. Grow your business with Cisco© Customer Journey Platform solutions for service provider resellers.

The Customer Journey Platform was designed specifically for this growing market with unique features that meet the requirements of today’s and tomorrow’s contact centers. It creates a new path to revenue for you and increases sales, customer satisfaction, and retention for your customers.

Selling Features for Service Provider Resellers:

  • Native cloud – consistent with the BroadSoft bMobile, bOpen and bSecure design philosophies
  • Omnichannel customer interactions –voice, email, and chat in a unified environment
  • Predictive analytics-based routing – predicts customer’s need and matches to best agent
  •  Expert collaboration – on-demand voice and chat collaboration between agents and with subject matter experts
  • Embedded Salesforce app – unified UX for agents, managers, and administrators within Salesforce
  • 360-degree customer journey analytics – to understand the customer experience and  improve customer service
  • Integrated WFO suite – with Workforce Management, Quality Management, and speech and desktop Workforce Analytics
  • Outbound campaigns – automation and management with preview and progressive dialing

Service Provider Resellers At work


33% of customer interactions are not resolved during first call, 40% require expert assistance, and 12% of these customers will be lost if not resolved


Real-time collaboration between agents, managers and back-office subject matter experts using voice and chat to speed first contact resolution


New revenue as you add Customer Journey Platform to your existing implementations and establish new customers through their contact center

Top Solutions for Service Provider Resellers

Customer Journey Platform Standard Edition
An economical SMB call center solution for those looking for a voice-only solution. Includes ACD global queuing and distribution, IVR, call recording and monitoring, and standard reporting. Learn more about Customer Journey Platform Omnichannel Contact Center solutions.

Customer Journey Platform Salesforce Edition
Runs all contact center operations as an embedded app within the Salesforce Sales and Service Clouds. Uses ACD and CRM data to match customers with agents having the best performance records to increase customer satisfaction and profitability. Read about the Call Center App for Salesforce.

Customer Journey Platform Premium Edition
Start with just voice or a handful of omnichannel agents and the Premium Edition will continue to support you as your contact center grows into thousands of agents across multiple sites and continents. Add Predictive Analytics-Driven Routing and WFO as you grow and your needs become more sophisticated.

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