Consolidated Communications has announced the launch of its Cisco Webex Contact Center, which has the capability to match customers with the best-equipped agent and allows agents to manage multi-channel interactions from their desktop.
The Webex contact center empowers agents with data-driven, artificial intelligence capabilities designed to deliver a more personal, productive and profitable experience for everyone involved in the transaction. Skills-based routing matches customers to the agent best suited to resolve their issues, while predictive analytics anticipates customer needs based on where they are in the sales process and matches them with the appropriate agent, increasing business productivity and profitability.
The solution also facilitates collaboration. Voice, email, and chat tools let agents quickly communicate with supervisors and colleagues to efficiently solve customer issues. What’s more, the cloud-based contact center integrates with CRMs and other cloud applications, as well as Consolidated’s ProConnect unified communications platform. It offers an optional outbound campaign suite that allows businesses to measure agent efficiency, forecast trends to determine proper staffing levels and boost morale through gamification and self-assessment.
Combined with the ProConnect Call Center, the Cisco Webex Contact Center allows Consolidated Communications to meet the customer support needs of any size business.
