Cisco Product Brochure
Webex Contact Center
Omnichannel Integration · AI Agent Assist
Webex Customer Experience· Product Details Page
Product Overview
Webex Contact Center is a cloud-native contact center that unifies voice, digital messaging, and self-service in a single routing engine. AI powers automated responses and provides real-time agent suggestions, while managers monitor queues and service levels via dashboards.
Key Features
- Unified Queueing and Routing for Voice and Digital Channels
- AI handles common issues first, then connects you to a human agent.
- Real-time Agent Suggestions and Knowledge Recommendations
- Managers view service levels and agent status by queue.
Technical Specifications (6Item
- Channel
- Omni-channel support for voice, web chat, email, and social media
- Lines
- Intelligent routing by skill, priority, and customer value
- AI
- Self-service Answering, Call Transcription, Agent Real-time Suggestions, and Knowledge Recommendations
- Operations
- Real-time Queue Dashboard, Service Level, and Historical Reports
- Integrate
- Integrates with CRM, ticketing systems, and enterprise identity management.
- Deploy
- Cloud deployment with agent browser access—no on-premise data center required.