Contact centers can no longer afford to abide by the conventional customer service model since it’s handicapped by limited visibility into the customer journey. Covid-19 accelerated a digital transformation, ushering in the new age of customer experience hubs offering 360°, omnichannel communication. These hubs encompass milestones and pain points integrated with the tools and data to meet lofty customer expectations. Aided by advanced technologies like Artificial Intelligence, Machine Learning, and Natural Language Processing, contact centers today are expected to offer contextually rich, layered customer experiences.
Today, customers interact with contact centers in various ways, spanning voice, text, and chat. As contact center leaders, you must ensure that your agents can access contextualized customer information to serve them across channels without hiccups. And as Cisco Technology Partners, we’ve compiled this ultimate guide to help you navigate the challenges to transforming your Cisco contact center into a 360° Omnichannel Experience Center through a data-driven systematic overhaul of the traditional customer service model.
A Lack Of Contextual Information To Lead The Customer Interaction
Providing A Consistent Omnichannel Experience
Adopting Relevant KPIs To Measure Agent Performance In A Modern
Unify data streams from Cisco UCCE, UCCX, PCCE, UCM into your applications
Instantly integrate third-party applications like CRM, Ticketing, Databases, etc.
Readily integrate with core systems to add custom integrations as per your industry specific needs.
Request a live demo today to learn more about how NovelVox can help prepare your CISCO contact center for the modern customer's expectations with omnichannel integration and intelligent service delivery