Driving Business Growth for Customers with the Intelligent Contact Center
Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise, a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises.
We acquired Voicea, and quickly integrated new AI-powered agent call transcription capabilities that improve productivity and call wrap-up efficiency through best in class word error rate and transcription accuracy performance. Our second major acquisition was CloudCherry, which resulted in Webex Experience Management, our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value.
We made significant enhancements to our on-premises solutions providing our customers with a simpler way to manage their software licenses, and integration to advanced cloud services such as analytics reporting, call transcription, and customer feedback metrics at the agent desktop – all reducing pain of adoption for cloud services.
We announced the Webex Platform for Contact Center, an open and flexible multi-tenant cloud solution, based on the Webex architecture that is the underpinning of our contact center portfolio and forms the foundation for all future innovations.
Lastly, our AI portfolio grew substantially during the year, with the introduction of a conversational IVR solution, deep integration to Google Cloud Dialogflow, and plans to deliver more AI-based capabilities in the near future.
Identified by Aragon Research
We are thrilled that our portfolio and strategy have been acknowledged again this year by globally recognized industry analyst firm Aragon Research. In their 2020 Aragon Globe for Intelligent Contact Center, Cisco was identified as a leader in its Intelligent Contact Center category.
Aragon Research is an independent research and advisory firm, with decades of experience in helping business and IT executives make more informed technology and strategy decisions. The Aragon Research Globe is a market evaluation tool that looks beyond size and market share, using those as comparative factors and evaluating a providers’ complete portfolio capabilities. Positioning in the Globe reflects how complete a provider’s future strategy relates to their performance in fulfilling that strategy in the market – a balance of both performance and vision.
Aragon’s analysis evaluated key areas such as product strategy, performance and execution, and global reach. According to the report authored by Aragon Research lead analyst Jim Lundy: “Cisco, a leader in UCC, has made a series of announcements in 2019 that strengthened its overall focus on contact center, with AI at the center.”
Here are some of the key reasons that we believe contributed to our leadership position:
The Cisco Brand
Cisco’s brand is globally known for its innovation, extensive R&D, open platforms, digital transformation, and for shaping the future of work. We’re known for our ability to execute in scale for large enterprise contact center deployments, and for our deep familiarity with the needs of enterprise IT and line of business leaders.
Contact Center Installed Base
Over 3 million agents across 36,000 different enterprises are using Cisco Contact Center solutions today, making us a market-share leader for contact centers – number one in North America and number two worldwide. Our customers range from small businesses to very large enterprises across all industries. We have a specialized contact center sales organization and an extensive partner network serving our customers globally.
Focus on AI
We’ve made significant investments in our AI practice through acquisitions such as Accompany, Voicea, MindMeld, and CloudCherry. From those organic capabilities, we have developed a robust set of AI solutions that are powered by our own in-house AI, and through our partnership with Google Cloud, we leverage their Cloud Contact Center AI (CCAI) platform which allows us to accelerate the adoption of advanced AI capabilities to the market.
Flexible Cloud, Premises, and Hybrid Deployment Options
Our multi-cloud approach and flexible consumption model makes it easy for customers to take their first steps to cloud transformation to effectively meet the pain of adoption and scalability issues while enhancing their on-premises investments. Our Webex Platform for Contact Center provides a practical path for every Cisco contact center customer to benefit from cloud agility and continuous delivery of innovative features, while they migrate without disruption over time.
End-to-End Encryption
Cisco has an industry-leading reputation for enterprise security. We continue to invest to make your contact centers more secure, and protect your customer’s privacy and confidentiality. Our products adhere to Cisco’s high-security standards and adherence to quality of service and performance, giving our customers a rock-solid contact center foundation and the peace of mind they expect from a security leader like Cisco.
Overall Unified Communications and Collaboration Capabilities
Cisco stands apart from other contact center providers by focusing on the “big picture” delivering a broad and integrated portfolio in all areas of communications ranging from contact center, messaging, meetings, calling, security, networking, and devices. This allows us to offer tremendous productivity benefits and economies of scale through the integration of key capabilities. These capabilities support a concept we call the Collaborative Contact Center, where front and back-office resources work hand in hand on real-time customer issues. Another example of this is how we are integrating Webex Calling with Webex Contact Center to improve call quality, reduce costs, and ease of solution acquisition.
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