Products
|
WEBEX SUITE
-
MeetingsVideo conferencing and screen sharing
-
EventsIn-person and hybrid event management
-
CallingCloud calling and phone system
-
Video MessagingVideo messaging and screen recording
-
MessagingGroup messaging, chat, and file sharing
-
PollingInteractive Q&A, quizzes, and polling
-
WebinarsLarge meeting and virtual event hosting
-
WhiteboardingDigital co-creation and brainstorming
WORKSPACES
-
Collaboration Devices
Explore AI-powered devices for any space.
-
Workspace Designer
Design your own meeting room.
-
Workspaces
Get blueprints for incredible outcomes.
CUSTOMER EXPERIENCE
-
AI Agent
Dynamic AI interactions that lead to customer resolutions
-
Cloud Contact Center
Intelligent, digital to human customer interactions
-
AI Assistant for Contact Center
Empower agents, supervisors, and customer-facing teams with AI
-
CPaaS
Communications platform for automating customer journeys
-
Workforce Optimization
Optimize agent performance and customer satisfaction
Devices
|
COLLABORATION DEVICES
Solutions
|
USE CASES
CROSS-PLATFORM
Resources
|
APP INTEGRATIONS
BankVic
Supporting frontline workers, with cloud contact center technology.
How BankVic has achieved new heights in efficiency, resilience, and customer satisfaction—with Webex.
Modernizing operations to meet evolving expectations.
BankVic’s on-premises telephony system was nearing the end of its lifecycle—requiring change to meet rising customer needs.
Challenge
BankVic's outdated on-premises telephony system caused frequent operational disruptions and restricted the bank’s ability to scale effectively.
Solutions
Adoption of a cloud-native platform equipped with AI-driven analytics, real-time visibility into customer interactions, and robust business continuity planning.
Results
Improved communication efficiency and scalability, enabling seamless support for BankVic’s 120,000 members.
Enhance customer satisfaction with AI.
Webex Contact Center is at the forefront of customer service AI—fueling the today and tomorrow of customer experiences.
Elevating the customer experience with advanced features.
Webex helped modernize and optimize their operations through a suite of next-gen tools.
Position held in queue call-back
Customers can maintain their queue position and receive a call back instead of waiting on hold, transforming a typically frustrating experience into a more convenient interaction.
AI-driven analytics and sentiment analysis
Employees receive a flexible mobile app that gives them unprecedented control over their work schedules, allowing them to swap, bid on, and manage shifts with ease.
Real-time analytics and sentiment analysis
Webex's AI-powered tools instantly analyze customer interactions, helping BankVic identify trends in satisfaction, compliance, and service quality through real-time call transcriptions and emotional insights.
Streamlining communications across BankVic’s entire organization.
The call-back feature has created smoother, more relaxed conversations when agents connect with members, as the pressure of waiting on hold is alleviated.
Jodie Knott, Quality and Compliance Manager, BankVic
Webex’s sentiment analysis and real-time feedback, through CSAT and NPS surveys, have helped us better understand customer experiences. By addressing customer concerns faster and more effectively, we’ve seen steady improvements in both CSAT and NPS scores.
Jodie Knott, Quality and Compliance Manager, BankVic
[Webex] empowers our employees with greater control over their work-life balance, making it easier for them to adjust their schedules to fit their personal needs while ensuring operational coverage and service excellence.
Jodie Knott, Quality and Compliance Manager, BankVic
1/3
© 2025 Cisco and/or its affiliates. All Rights Reserved.