ROI over three years reported in a Forrester Total Economic Impact study of Webex Contact Centre.
Seconds for real-time call and agent data processing through Webex Contact Centre Analyzer.
Months of reporting data is available via the Analyzer UI and API.
Customer expectations have changed. People want fast, personalised and consistent service across voice, chat, email, messaging, social and self-service channels - without needing to repeat themselves.
Webex Contact Centre is a cloud-based contact centre solution that helps organisations connect digital and human interactions across the full customer journey. It brings together omnichannel engagement, intelligent routing, AI-powered self-service, agent desktop tools, customer context, CRM integration and real-time analytics in a secure, scalable platform. Cisco positions Webex Contact Centre as an AI-powered contact centre designed to help organisations anticipate customer needs, empower agents and deliver business results.
For agents, Webex Contact Centre provides a modern, browser-based desktop with interaction history, customer context and access to the tools they need in one place. For supervisors and service leaders, it provides operational visibility across queues, channels, teams and performance.
Connected journeys. Empowered agents. Better service outcomes.
NEC helps organisations modernise customer experience environments with the right balance of platform capability, integration, operational design and local delivery expertise.
As a Cisco gold partner with experience across contact centre, collaboration, cloud calling, networking, security and managed services, NEC can help assess where Webex Contact Centre fits within your broader CX and technology strategy.
Effective contact centre modernisation is not just about moving technology to the cloud. It requires clear service design, integration with existing systems, thoughtful routing, agent adoption, reporting alignment and ongoing optimisation.
When Webex is the right fit, NEC helps organisations design, deploy and optimise the platform so it can support more connected customer journeys, more productive agents and more resilient service operations.
Modernise your contact centre with a trusted partner across CX, cloud, collaboration and managed services.
Support customer interactions across voice, chat, email, SMS and social messaging, helping customers connect through their preferred channel.
Use virtual agents and automated workflows to help customers resolve routine enquiries faster, while escalating more complex interactions to live agents.
Route interactions based on skills, availability, customer needs, priority and queue conditions to improve service efficiency.
Give agents a browser-based desktop with customer context, interaction history, channel controls and relevant tools in a single interface.
Connect Webex Contact Center with platforms such as Salesforce, Microsoft Dynamics, Zendesk, ServiceNow and other business systems.
Monitor queues, interactions, agent states, service levels, abandon rates and performance trends through operational dashboards and reports.
Enable agents to collaborate with colleagues and subject matter experts across the broader Webex environment when resolving customer enquiries.
Extend capability with workforce management, quality management, analytics, call recording, coaching and performance optimisation.
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Healthcare providers manage high volumes of patient enquiries across appointments, referrals, billing, support services and general information.
Patients expect timely, accessible and consistent support, while service teams often need to coordinate across multiple departments, systems and locations.
Webex Contact Centre helps connect voice, digital and self-service interactions, with intelligent routing, callback options, virtual agents and agent desktop context.
Faster access to support, improved patient experience and better visibility across service demand.
Government agencies manage complex citizen enquiries across programs, departments, service teams and digital channels.
Fragmented systems and inconsistent service delivery created delays, reduced visibility, and increased pressure on frontline teams.
Webex Contact Centre supports omnichannel engagement, intelligent routing, self-service, customer journey context and operational reporting.
More connected citizen experiences, improved service visibility and more efficient enquiry handling.
Retailers and member-based organisations support enquiries across orders, accounts, loyalty programs, memberships, stores and digital channels.
Service teams need to maintain quality and responsiveness during peak demand, promotions, seasonal periods and changing customer expectations.
Webex Contact Centre helps manage customer and member interactions across voice and digital channels, with routing, reporting and agent context.
Reduced friction, faster response times and more consistent customer and member experiences.
Education providers manage enquiries from students, parents, staff and prospective students across admissions, enrolment, IT, finance and campus services.
Enquiries often span multiple teams and systems, making it difficult to deliver consistent support and maintain visibility across the student journey.
Webex Contact Centre helps coordinate service delivery across channels, route enquiries to the right teams and support self-service for common requests.
Improved student and staff experience, reduced manual handling and better visibility across service interactions.
Utilities and essential service providers support customers across billing, faults, outages, service changes, new connections and emergency communications.
During service disruption or peak demand, contact volumes can increase quickly and customers expect timely, accurate updates.
Webex Contact Centre supports proactive communication, intelligent routing, digital messaging, callback options and real-time operational visibility.
Improved customer communication, stronger service resilience and better management of high-volume enquiry periods.
Deliver trusted knowledge across self-service, agents and AI from a single source of truth.
AI agents for smarter customer service. Automate interactions and improve CX.
Consistent, high-quality calling and meetings that drive better outcomes.
Consistent meetings. Seamless integration. Lower IT overheads.
