CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center.

Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space.

But, what differentiates it? Mitchell and Kramer unpack five of its most differentiative features, including:

Its Agent Experience Suite

From the fundamentals of auto-summaries to the uniqueness of its Burnout Detection software, Cisco's agent experience suite is not only deep, but innovative, too. 

MCP and Ecosystem Integrations

Alongside embracing MCP, Cisco is rapidly building out its industry integrations, including headline collaborations with Microsoft, Salesforce, and Epic. 

ThousandEyes

Much of CCaaS is becoming commoditized. Yet, Cisco's broader suite allows it to embed differentiated features into is CCaaS solution. Thousand Eyes is an excellent example. 

Proactive Messaging

Most CCaaS vendors offer proactive messaging. However, Cisco's CPaaS heritage allows it to go further and help its customers expand their outbound strategies. 

CCaaS-UCaaS-CPaaS

Beyond CCaaS-CPaaS, Cisco brings UCaaS into the fold. In doing so, it enables swarming, a tool that is especially powerful in dispersed contact center environments.

Dive deeper into the Cisco Webex Contact Center here: https://www.cisco.com/c/en/us/product...


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