Over the years, the deployment of multiple, omnichannel contact center point solutions has reduced agent efficiency and made the role of management more complex and expensive. The Cisco© Customer Journey Platform addresses this with a unified omnichannel contact center environment that includes a speech-enabled IVR, ACD, WFO, outbound campaigns and voice, email, and chat channels for customer interaction and engagement.
And the winner is your customer—because their customer and interaction data no longer gets spread across multiple systems. Instead it is all together and easily accessible to agents across channels for a seamless customer experience.
And the agents have a consistent user experience which increases their efficiency, productivity and performance.
Cisco Customer Journey Platform provides a unified omnichannel contact center experience across all major communication channels
- Delivers seamless customer experience across channels
- Streamlines management and administration
- Encourages agent and subject matter expert collaboration
- Improves agent efficiency and motivation
- Optimizes positive business outcomes
- Improves operational efficiency and reduces costs
- Increases visibility and control
- Lowers cost of ownership
Unified contact center solution
Omnichannel customer interactions
Just because your customers are interacting with you through disparate channels, doesn’t mean you can’t handle, manage and track them in a unified way. The Customer Journey Platform routes voice, email, and chat interactions centrally so that voice and non-voice interactions are no longer managed in silos. Agents work in one unified environment, and all interactions are logged in the same system for reporting and analytics—for a true omnichannel contact center.
Real-time performance dashboards
Control and Visibility with Real-time Performance Dashboards across Channels, Sites, and Outsourcers
- Optimize call center operations throughout the day
- Real-time operations monitoring
- Compare current performance to the past – in real-time
- All your up-to-the-minute contact center data in one place
- Real-time performance monitoring
- Extensible and configurable for your unique environment
Omnichannel view of customer journey
It’s this 360° view of the customer journey that drives the analytics-driven routing that predicts customer needs and connects them to the agent with the best performance record for meeting that need.
Unified Views of Cross-channel Interactions
On average, customers interact with a company through seven channels, as sited in well-known studies by the Aberdeen Group and Ventana Research. The Customer Journey Platform brings together the data from all your channels—and even your other contact center systems such as your WFO suite—and creates a unified view into all your omnichannel contact center operations making it available for reporting and analytics.
Find relationships you never knew existed between customer interactions and agent activities in the ACD, IVR, Chat, Email, CRM, WFO and other systems.
With integrated WFO analytics, the results will be much more than the sum of their parts.
Learn How Predictive Analytics can improve the Business Performance of Your Omnichannel Contact Center.
Learn More about Contact Center Analytics