Products
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WEBEX SUITE
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MeetingsVideo conferencing and screen sharing
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EventsIn-person and hybrid event management
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CallingCloud calling and phone system
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Video MessagingVideo messaging and screen recording
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MessagingGroup messaging, chat, and file sharing
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PollingInteractive Q&A, quizzes, and polling
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WebinarsLarge meeting and virtual event hosting
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WhiteboardingDigital co-creation and brainstorming
WORKSPACES
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Collaboration Devices
Explore AI-powered devices for any space.
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Workspace Designer
Design your own meeting room.
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Workspaces
Get blueprints for incredible outcomes.
CUSTOMER EXPERIENCE
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AI Agent
Dynamic AI interactions that lead to customer resolutions
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Cloud Contact Center
Intelligent, digital to human customer interactions
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AI Assistant for Contact Center
Empower agents, supervisors, and customer-facing teams with AI
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CPaaS
Communications platform for automating customer journeys
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Workforce Optimization
Optimize agent performance and customer satisfaction
Devices
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COLLABORATION DEVICES
Solutions
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USE CASES
CROSS-PLATFORM
Resources
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APP INTEGRATIONS
Mercalis
Seizing the power of AI-driven innovation.
How Mercalis is modernizing its contact center with Webex solutions to scale operations and enhance customer experiences.
Modernizing customer success in life sciences.
Webex Contact Center and Webex Connect empower Mercalis with innovative tools to enhance patient and provider support.
Scaling customer success in a growing industry.
With 1,000 agents and 400,000+ calls monthly, Mercalis needed a reliable, cloud-based solution.
Webex Contact Center and Webex Connect.
Mercalis chose Webex for its centralized, innovative tools and omnichannel support.
Improved efficiency and customer experience.
With Webex, Mercalis can simplify processes and deliver an exceptional experience, every time.
AI-powered customer experiences.
Webex Contact Center leverages the power of AI to anticipate customer needs and drive tangible results.
Webex delivers integrated solutions for Mercalis.
With Webex Contact Center, Mercalis can access AI tools, centralized dashboards, and a seamless CPaaS integration.
Omnichannel excellence
Webex Connect enables Mercalis to expand beyond voice support, integrating SMS and digital wallets for a unified and personalized customer journey.
Call summaries
Webex’s AI-powered call summaries ensure seamless call transfers and provide agents with critical context to resolve issues faster.
Topic analytics
Webex’s Topic Analytics provides actionable insights into customer interactions, helping Mercalis identify trends, optimize workflows, and improve training.
Mercalis unlocks its full potential with Webex.
We believe Webex Contact Center gives us better access and more innovation around AI tools and features. We believe it’s simpler to use, not only for our administrators but also for our agents and supervisors. It provides a better interface in a single pane of glass so that all the information they need is contained within one browser.
Tommy Walker, Vice President of Technology Transformation and IT Operations
Control Hub is going to provide easier access and maintenance for our technical resources. We believe the tools and functionality included in Webex Contact Center will make it easier for our agents and supervisors to offer excellent customer support.
Tommy Walker, Vice President of Technology Transformation and IT Operations
We plan on using the Cisco AI Assistant to enhance the customer experience by using data-driven insights to understand who’s calling, if they’ve called before, and what types of interactions we’ve had. With all of that data, we’ll make an informed decision about how to address or route that call, whether it be to self-service or an actual human being. Doing that will reduce the time they’re in the menu and ensure we connect them to the right person as quickly as possible.
Tommy Walker, Vice President of Technology Transformation and IT Operations
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