Today’s enterprises rely on their communication capabilities to power their business tasks; from sales to customer service, ordering and fulfillment. A breakdown of information or the inability to connect with sales professionals, customers or prospects at any stage of engagement with the organization, can spell disaster. On the other hand, having full and complete data and a totally connected digital experience like that offered by the Cisco Unified Contact Center can lead to the highest levels of success.
What is the Cisco Contact Center?
The Cisco Unified Contact Center is a customizable, voice-over-internet telecommunications system that is extremely easy to use. It is also simple to integrate with many computer systems for streamlined connections and recording of every minute business detail. Remote access to the system is available from anywhere, so even when out of the office, employees can use the system’s resources. Furthermore, forwarding options can be set to alert employees when they receive messages while away from their desk or the office. These options can be set remotely as well, making it super-convenient for busy team members.
How does the Cisco Data Center Help Customers?
The Cisco Data Center has been in operation for over fifteen years, and the company has a lot of experience with VoIP and marrying it to various computer software and hardware. For that reason, Cisco customer service is rated very highly by users. Most brag about the flawless performance of the Cisco Unified Contact Center, and how it helps their enterprises be more efficient. Here is a look at some of the things the Cisco Contact Center can do for a customer:
- It can deliver a contact to the most appropriate person or resource, no matter where they are in the enterprise, or in a physical location.
- It allows customer profiles to be fleshed out with full contact-related data and added rapport-building notes.
- It lets companies segment customers and monitor resources.
- It integrates fully with computer software to increase caller experience and agent performance.
- It allows smooth integration of both inbound and outbound voice applications with Internet apps. This means social media, email, web collaboration and real-time chat capabilities.
- It supports omnichannel interactions simultaneously, so agents can be more productive, and customers get quicker service no matter which channel they choose.
- It allows customer interactions to be searched and managed based on nearly any contact information available.
Features of Cisco Unified Contact Center
In addition to routing each contact directly to the most relevant resource, the program has these features:
- Email and live chat built-in
- Web-based desktop for agents to access customer data
- Supports video interactions
- Powerful programming interfaces help integrate tasks and routing
- Software integration to increase caller satisfaction and agent performance
- Management portal is included
- Tracking of calls and data is available
- Reporting modules allow managers to keep track of productivity
- The system allows smooth integrations with Internet and back-office for inbound and outbound apps
- The ability to track phone call stats, talk time, dials, or similar metrics
How is Cisco Customer Support?
Everyone knows that a system is only good when it works properly. No matter what the promises are and how much it costs, if it is not reliable and always ready to use, it is fairly useless for business purposes.
Cisco has a lot of experience working with enterprise businesses and knows that goals to lower support costs and improve risk management must be balanced with increasing operational efficiency of the business.
Luckily, Cisco customer support is excellent, and any problems that the enterprise has with the system will be easily and expediently handled. In fact, many times Cisco knows there is a problem before the customer is even aware of it, and is already working to fix the issue.
Why Use Cisco Unified Contact Center?
Cisco’s solutions allow companies to provide a smooth, contextual, and satisfying experience to their customers. Imagine a customer’s delight when an agent can access their information by the number on the called ID, verify a few details and see their history at a glance. No more frustration explaining the same situation to multiple agents; the system chooses the appropriate resource within the company to connect them with in the first place.
Cisco realizes that customers want options. Each customer engagement is personalized, and much more effortless with all the data at the agent’s fingertips. The company’s customers are in charge of how or when they connect with the company, and the continuous means of contact allows easy follow-up through the customer’s entire lifecycle. Their initial connection is at their convenience, with customized self-help available by SMS, text, video, and even IoT devices. This is a game-changer for many enterprises and it gives them a competitive edge.
The solution is also flexible, secure, and scalable to meet the company’s needs now and into the future. This results in a fully integrated and connected digital experience for the enterprise and their customers, with signature Cisco customer service from A to Z. The company benefits from Cisco’s partner ecosystem and open architecture, which makes deployment quick and efficient, whether it is on-premises, in the cloud, or a hybrid system to match current needs. Of course, Cisco continues to upgrade the system and add features to make work easier for agents and ensure dependability over the longer term.
FREE EBOOK: The Benefits of Computer Telephony Integration
Increase outbound calls and conversions with a CTI solution.
Latest posts by Matt Goldman (see all)
- How Enterprises Are Adopting Social Selling - September 19, 2017
- What Every Business Person Should Know About IT Sales & Marketing Tools - July 31, 2017
- What is Sales Channel Marketing Management and Strategy? - July 30, 2017