Call center experience is renewed

Aiming to transform the experience related to communication centers, Cisco will strengthen call center representatives with new solution structures such as Voicea, Google Cloud Contact Center Artificial Intelligence (CCAI) and Webex Experience Management. These innovations are offered with the Webex Contact Center Enterprise solution. This new cloud solution provides a secure transition to cloud technology for large scale call center companies. This solution powered by Cisco combines security, reliability and rich features, and supports a maximum of 24,000 representatives. Cisco Turkey General Manager Didem Duru said that: “We make it possible to create a completely new and improved customer and agent experience. With the artificial intelligence application, we will help the transformation of call centers from all sizes in a radical way to meet today’s sophisticated consumer demands.”

When the representative talks to a customer on the phone, Voicea records the conversations and automatically provides a summary of the conversations by listing what the representative should do after the call. Important issues discussed during the call are automatically conveyed to the customer relationship management system simultaneously. Thus, representatives and supervisors can use similar problems of the past as a reference. Customers can also say what they want to say in a few words and perform some operations such as changing passwords and learning account balances on their own using Google Cloud’s natural language understanding feature.

Webex Experience Management provides the features needed for call center representatives to realize what customers are feeling in real time, to help call center employees radically change the customer experience; helps companies to increase customer loyalty. In this context, it detects customers who are at risk of loss due to dissatisfaction and companies can offer more proactive services to these customers.