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Cloud Contact Center Solutions

Optimize your contact center business performance with Cisco omnichannel solutions.

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    contact center improves customer satisfaction conversion rates retention

    Transform Your Contact Center

    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 omnichannel, cloud contact center solution that uses predictive analytics to lower operating costs and improve business performance.

    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.

    Flexible Cloud Solutions for Any Contact Center

    Customer Journey Platform can meet all your needs for omnichannel customer communications and fit naturally into your existing environment. With its open architecture, it can integrate with your CRM and other contact center systems, add predictive analytics to optimize your operations or bring global control and visibility to your distributed sites from the cloud.

     

    omnichannel contact center

    Omnichannel Contact Center

    Voice, email and chat channels in a unified cloud contact center environment that improve agent productivity and the customer experience

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    analytics driven contact center

    Analytics-Driven Contact Center

    Predictive analytics that dynamically matches customers and agents using the agent, customer and interaction history data to optimize resolutions

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    Cloud Contact Center Features for Businesses
    Large and Small

    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.

    Download Solution Overview

    Customer Journey Platform contact center omni-channel customer analytics

    Experience the Benefits

    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.

    Omnichannel customer interactions

    Communicate via voice, email and chat from a unified environment

    Unified communications

    Ease collaboration between agents, managers and back-office subject matter experts

    Predictive analytics-based routing

    Match each customer to the best agent for the best business outcomes

    Cloud contact center solutions

    Centrally manage ACD, speech-enabled IVR, WFO, Outbound Campaigns and CRM integration

    Omnichannel view of customer journey

    Analyze cross-channel customer interactions with integrated “voice of the customer” analytics

    Performance analytics

    Understand the agent and customer behaviors and attributes that drive the business

    World Class Companies Choose the Cloud Contact Center Solution

     
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       “Saves us $3,000,000 a year by giving us complete visibility into our outsourcers’ performance in real-time”

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       “Lowered our average speed-of-answer from 40 to 6 seconds”

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       “Reduced our call abandonment rate by half”

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       “I can’t imagine a company not improving their company’s bottom line with this platform”

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       “Increased our agent productivity by 25%”

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       “Delivered a full ROI in a couple of months”

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       “We are able to view and analyze real-time performance metrics across multiple contact centers so that we maintain continuous, high-quality service levels and customer experiences.”

    Common Questions

    What size contact center do we need to have?

    Customer Journey Platform has solutions for small, medium and large contact centers – including multi-site and multi-outsourcer operations.

    How long does it take to see performance improvements?

    Customer Journey Platform customers see an ROI in months from increased sales, efficiency, customer satisfaction and retention.

    Want to Learn More?
    Get Started Now.

    Cisco helps sales and service contact centers of any size
    optimize their performance beyond cost reduction and efficiency to
    increasing positive business outcomes, and enables a graceful migration
    from premises to the cloud.

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