Customer experiences driven by data

Cisco Contact Center solutions deliver innovative capabilities:

Omnichannel
Predictive analytics–based routing
Expert collaboration and communications
CRM integrations
360-degree customer journey analytics
Workforce optimization
Outbound campaigns

Customer experiences driven by data

Contact centers used to not have enough data. Now we have an abundance, which means you can gain tremendous insights into your customers’ experiences. This insight helps you learn about your customers’ journeys as they navigate throughout your entire organization—beyond just the contact center.

Being able to gather, consolidate, and analyze all that wonderful data helps you improve and enhance what your customers are experiencing. It helps you understand what they like and what they don’t like. It helps you identify patterns in their behavior that allow you to make their experience even better and more profitable.

Artificial intelligence, when combined with data, provides a powerful tool to enhance how you engage with your customers. And it provides your agents with the context, knowledge, and relevant information they need to deliver proactive and predictive care for your customers.

Analytics makes for better customer experiences now and in the future.

Cisco’s Customer Journey Analyzer enables you to dynamically improve customer experiences to drive deeper satisfaction, loyalty, and lifetime value. Customer Journey Analyzer is cloud based, and it also works with your on-premises Cisco® contact center solutions. It collects and unifies all your customer data, from multiple data sources and systems used across your organization, and it provides a 360-degree view of your end-to-end customer journey—all in one tool.

Using statistical performance analytics, Analyzer assesses customer and agent attributes and behaviors that result in the best business outcomes. You can model what-if scenarios that help you predict business impact when anything changes, such as customer routing, agent skilling, staffing, and more. It even predicts customer needs, matches them with the best agent, and routes them accordingly.

Analyzer provides a complete and consolidated business view of your customer journey, so you can optimize for operational efficiency, financial performance, and an improved customer experience.

Gracefully migrate to the cloud

Cisco brings cloud technology and AI together, and layers them on top of your contact center—whether it’s on-premises or in the cloud. You keep your Cisco contact center on-premises, while adding advanced cloud services that won’t disrupt your business. Now you have a hybrid deployment that lets you enjoy cloud innovation and all the benefits that come with it, until you’re ready to migrate completely. And you protect your valuable on-premises investments.

Pay-as-you-grow flexibility

To make your transition to the cloud even smoother, we’ve created the Cisco Collaboration Flex Plan for contact center. Collaboration Flex Plan makes it easy for you to buy a mix of cloud, on-premises, and hosted contact center services in a user-based subscription, pay-as-you-grow consumption model. This way, you can move your users however and whenever you need to, and you gain additional investment protection.

Thinking about moving to the cloud?

Read our readiness assessment >