Intelligent routing
Match interactions to suitable agents using configured skills, priority and customer context.
Webex Contact Centre
Webex Contact Centre
Bring customer conversations, agent tools, intelligent routing, reporting and AI assistance into a secure cloud contact centre designed around your service operation.
Contact usConnect every stage of the customer journey
Webex Contact Centre helps organisations manage customer interactions across suitable voice and digital channels while giving agents, supervisors and managers the information they need.
Agent workspace
Bring customer interactions, information and supported tools into one working environment.
Supervisor visibility
Monitor service performance, queues and agent activity with real-time and historical information.
Cloud flexibility
Support office, hybrid and distributed teams through a centrally managed cloud platform.
AI for agents, supervisors and customers
Webex AI can support automation and human decision-making across the contact centre while retaining clear routes to employees.
AI Agent
Automate appropriate voice and digital interactions with conversational self-service.
AI Assistant
Provide agents with contextual guidance, summaries and assistance during suitable interactions.
Transfer summaries
Give agents context from earlier automated or human stages so customers repeat less information.
Interaction summaries
Reduce suitable after-call administration with generated notes and interaction detail.
Quality insights
Help leaders identify service patterns, coaching opportunities and customer experience issues.
Agent wellbeing
Use supported capabilities to help supervisors understand workload and employee experience.
Contact centre capabilities
- Voice and supported digital channels
- Interactive voice response
- Skills-based routing
- Queue and callback options
- Call recording
- Agent and supervisor desktops
- Real-time dashboards
- Historical reporting
- Workforce optimisation options
- Quality management options
- CRM and application integrations
- APIs and workflow connections
- AI assistance and automation
- Customer journey data
- Central cloud administration
Designed around outcomes, not just channels
Reduce avoidable waiting
Improve routing, self-service and callback journeys around customer demand.
Give agents better context
Connect information and interaction history so employees can provide more informed support.
Improve management visibility
Use reporting and quality information to make better staffing and service decisions.
Webex Contact Centre FAQs
Is this different from a standard call queue?
Yes. A contact centre adds more advanced routing, agent tools, supervision, reporting, digital channels and customer journey capabilities.
Can it integrate with our CRM?
A broad integration and API ecosystem is available. Compatibility and the required workflow must be confirmed during design.
Can we introduce it in phases?
Often, yes. Discovery can identify priority teams, channels and journeys for a controlled initial deployment.
Build a smarter customer experience
Digital Office Group can review your queues, channels, workflows and reporting requirements before designing your Webex Contact Centre solution.
Contact us