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
TalkTalk
Streamlining and personalizing customer interactions.
How TalkTalk consolidated their communication systems to enhance CX.
Consistent messaging experiences, across channels
By unifying communications with Webex, TalkTalk delivers faster, more reliable interactions and a seamless customer experience at scale.
Challenge
TalkTalk faced limited visibility across customer touchpoints, which led to inconsistent experiences and knowledge gaps for service agents.
Solution
Webex enabled TalkTalk to offer its customers a unified experience on their preferred platforms.
Results
TalkTalk achieve 30% of customer contact through digital messaging and have seen a 30-point increase in NPS compared to voice calls.
Enhancing communications through digital messaging
See how TalkTalk used Webex to offer a consistent experience across customers’ preferred channels.
One platform, total visibility
By centralizing all customer communications onto Webex Connect —TalkTalk simplified the process of managing and expanding messaging channels.
Proactive messaging from day one
The initial rollout focused on proactive service updates via SMS, alerting customers to known faults and open inquiries. The shift reduced inbound call volumes.
Built to grow with customer expectations
As preferences evolve, so does TalkTalk’s strategy. With Webex’s flexible architecture, TalkTalk has expanded into WhatsApp and Apple Messages for Business.
Unifying Customer Communications
TalkTalk uses Webex to deliver consistent interactions across digital channels.
Smarter personalized conversations
TalkTalk uses Webex to initiate proactive, personalized conversations across digital channels.
Empowering agents with real-time context
Webex bridges TalkTalk’s back-end systems with frontline applications, giving agents access to customer history and conversation context.
A flexible, modular setup
Webex Connect allows TalkTalk to onboard new messaging channels and services without disruption. They are ready to scale and adjust quickly.
Optimizing customer engagement with smarter messaging
With Webex, TalkTalk delivers channel-rich communications that drive responsiveness.
With the power of Webex CPaaS, streamlining our customer interactions and consolidating multiple suppliers into one has not only yielded substantial commercial advantages but unlocked the launch of enriched communication services
Bhavesh Panchal, Head of Channels & Digital Adoption, TalkTalk
Our communications are now personalized...which has led to a remarkable 30-point increase in NPS compared to traditional voice-based contacts.
Bhavesh Panchal, Head of Channels & Digital Adoption, TalkTalk
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