Empower your agents and supervisors.
Deliver context-driven insights, AI-powered assistance, and coaching tips that help your agents be their best.
Everything your agents need, all in one place. Whether answering calls, chatting with customers, or viewing detailed journeys, agents have AI-powered tools to deliver fast, efficient, and effective customer experiences.
Customer journey data and context history
Keep agents informed with important context and history on the customer’s journey–how they got there, where they’re stuck, or what they may need assistance with.
Agent Answers
Make agents more efficient with quick, intelligent answers to customer problems. During a call, AI will present relevant knowledge base articles to help answer customer questions.
Customizable, widget-based desktop
Create a desktop experience that can be tailored to each agent with a simple to use widget-based design. Whatever their preference, they can make their desktop work for them.
Webex integration
Bring all your collaboration tools together with Webex Calling, Webex App, and Cisco devices all in one spot.
Microsoft Teams integration
Keep knowledge workers and contact center agents connected with the Microsoft Teams app for quick communication and fast answers.
Integration with business applications such as Microsoft Dynamics, Salesforce, Freshdesk, and Zendesk reduce context switching.
Customizable dashboard
Create a dashboard that works for you with a simple, widget-based design, ensuring you see what matters most to you and your business.
Key insights and analytics
Immediately see important information and know what to address when you first log in. Performance indicators bring your attention to analytics that need action.
Monitor and measure agent performance
View agent performance details at a high level or view a specific agent to know what’s happening, how things are going, and when help may be needed.
Team broadcast or 1:1 messaging
Message your entire team or reach out to an agent directly, without ever leaving your dashboard.
Customer experience champions.
"With the use of Webex [Contact Center], the return on investment for us has been soft cost scenarios. It’s taken less time for my team to onboard those associates into the system and less time for us to train those agents to get onto the system."
