Cisco Contact Centre

Cisco Webex Contact Center is a cloud-native, AI-first omnichannel platform that enables organisations to deliver personalised customer experiences across voice, chat, email, SMS, and social media. Powered by Cisco's AI and machine learning capabilities, the platform provides intelligent routing, virtual agents, sentiment analysis, and predictive analytics that help businesses resolve customer issues faster and more efficiently.

The platform's AI-powered virtual agents handle routine inquiries using natural language understanding, resolving up to 60% of customer queries without human intervention. When handoff to a live agent is needed, the full context of the virtual agent conversation is passed along, eliminating the frustrating need for customers to repeat themselves. Skills-based routing, predictive queueing, and capacity-based team management ensure optimal agent utilisation and minimal wait times.

Supervisors benefit from real-time and historical analytics dashboards, agent quality management tools, and workforce optimisation features including scheduling, adherence tracking, and performance scorecards. The platform integrates with Salesforce, Microsoft Dynamics, ServiceNow, and Zendesk through pre-built connectors, and supports custom integrations via open APIs.

Xcobean deploys Cisco Webex Contact Center for mid-market and enterprise organisations across East Africa. Our implementation services include solution design, integration development, IVR flow creation, agent training, and ongoing optimisation to continuously improve key metrics like first-call resolution, average handle time, and customer satisfaction.