Customer experience is becoming a strategic imperative for how businesses compete and differentiate their brands. At the same time, customers want to reach out in a wide variety of ways, such as voice, email, text, chat, and social media, making it challenging for contact centers to manage all these channels and route customers to the right resources.
Being able to gather, consolidate, and analyze all that data helps you improve and enhance what your customers are experiencing. 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 to enhance customer engagement. It provides your agents with the context, knowledge, and relevant information they need to deliver proactive and predictive care for your customers.
Cisco Contact Center capabilities:
- Predictive analytics-based routing
- Expert collaboration and communications
- CRM integrations
- 360-degree customer journey analytics
- Workforce optimization
- Outbound campaigns