Cisco Contact Center
*Option for On-premises, Cloud and Mix option with common UX
Improving customer experience is critical to finding and keeping customers. Work smarter with Cisco, a leader in unified communications as a service (UCaaS) and contact center as a service (CCaaS) to improve productivity, drive efficiency and reduce costs
Types
This global, scalable, cloud contact center solution works for small to large contact centers:
On premise
Available on-premises or Partner Hosted
- Unified Contact Center Express: up to 400 agents
- Unified Contact Center Enterprise: up to 24,000 agents
Cloud
Cisco Hosted, Single Webex Platform for Contact Center
- Webex Contact Center
- Webex Contact Center Enterprise
Hosted Collaboration Solution
Cisco hosted, managed models
Scalable, as-a service cloud platform based on Cisco Unified Communications Manager (UCM)
Features
Whether is it on-premise, cloud or hybrid, Cisco ensure a seamless integrated omni-channel experience for your business :
Unified Open Platform
Cisco’s open platform architecture allows for direct integration with CRM tools/applications (Salesforce, Microsoft Dynamics, Zendesk etc.) to help enhance your business process and workflow efficiency
Flexible Deployment and Migration
Collaboration Flex Plan makes it easy for you to buy a mix of contact center solution in a user-based subscription, pay-as-you grow consumption model without having to disrupt your critical on-premises operations
Integrated portfolio
Agents can find, talk to colleagues/subject matter experts outside contact center through Cisco’s built-in Unified Communication (UC) and collaboration capabilities
Data-Driven
Easy-to-view dashboard allows for filtering, sorting, correlating and analysing of data for managers and analysts
Other Features includes
- AI-based self service
Provide your customers with a convenient way to reach you 24/7 with intuitive self-service virtual agent for voice and chat - Remote Agents
Offload your expanding call volumes by allowing your agents to perform their from the comfort of their homes or wherever they are - Experience Management
Create a responsive feedback loop with your employees and keep a real-time pulse on sentiment vis voice-of-customer(VoC) and voice-of-employee(VoE) surveys
Implementing/improving your contact center is more than just technology, we include business performance strategy to deliver optimal ROI from your solution
We analyse your business and provide you full IT service from definition, through to final implementation using proven frameworks, methodologies, and tools:
1) Differentiate your Customer Experience
- Discovery Workshop: we understand the problem you plan to solve. We spend time to analyse your business operations, outline and understand what your business hopes to achieve.
- Customer Journey Mapping: we look into your business process, performance metrics and customers’ behaviour to identify pain-points to help you priorities and improve your customer experience to the next level (learn more)
Strategy to change
Without strategy, change is merely just substitution, not growth. Through Discovery Workshop and Customer Journey Mapping, we connect the dots and map out realistic plans of actions that serve as a foundation of how challenges can be approached and managed.
2) Provide, Monitor and troubleshoot
We have a plan for you to ensure a seamless integration to your new technology:
- Project management
Through a single point of contact, we take in with full accountability for the project, including communication and escalation definition, through to final implementation using proven frameworks, methodologies, and tools - Service Integration
We cover implementation to integration, staging and installation, testing, integration, validation, and handover, to operations for ongoing successful usage and adoption, all while using the full complement of project management - Handover and Training
We provide all of the required documentation and information at the successful conclusion of your project and ensuring. that your operational team is fully briefed, supported, and enabled on the as-built system.
3) Continuous improvement
- Situational Coaching Workshop: We all know that Customer Experience goal continue to move. As technology advances, business must adapt to new customer expectation and industry trends. CX Experts/Practitioners in Activeo can equip your team with new best practices and references to identify blocks and create actions to effect the change through your day-to-day operation.
- Survey Feedback Management: We provide all-in-one solution to gather feedback, gain insights and driving further actions to improve your customer experience. (learn more)
Speak to us
Let us know how we can help