The role of the contact center is changing from a cost center to a strategic corporate asset. While focusing on cost reductions made sense a decade ago, today it’s all about agent productivity and maximizing sales and service business outcomes – and other key metrics that determine if you are delivering real value.
Transform your contact center into a strategic business asset with the the Cisco Customer Journey Platform—an
Whatever key performance indicators you use
to measure the success of your contact center,
Customer Journey Platform will help you monitor, manage
and maximize them.
Customer Journey Platform can meet all your needs for
Whether you’re a new business creating your first contact center,
a medium size business looking to improve contact center operations,
or a large enterprise needing visibility and control over multiple contact center sites,
The Cisco Customer Journey Platform has a solution that will fit your needs.
The Customer Journey Platform is a truly unified cloud contact center solution, offering omnichannel customer interactions over voice, email and chat and integrated collaboration between your agents and the back office through voice and chat. Integrated workforce optimization, outbound campaigns and predictive analytics give you everything you need for a high-performing contact center in the cloud.
Got an old system in place already? No worries, Customer Journey Platform can gracefully migrate you to the cloud and all of its benefits, without expensive and risky "rip and replace” approach.
The Customer Journey Platform improves the efficiency of your agents, contact center managers and administrators, creating a seamless customer experience across all major communication channels.
Communicate via voice, email and chat from a unified environment
Ease collaboration between agents, managers and back-office subject matter experts
Match each customer to the best agent for the best business outcomes
Centrally manage ACD, speech-enabled IVR, WFO, Outbound Campaigns and CRM integration
Analyze cross-channel customer interactions with integrated “voice of the customer” analytics
Understand the agent and customer behaviors and attributes that drive the business
Customer Journey Platform customers see an ROI in months from increased sales, efficiency, customer satisfaction and retention.