Contact Center – Cisco Systems

17 Aug, 2023

In the 21st century digital landscape, attracting and retaining customers has emerged as a primary challenge. With a wide array of services available, digital transformation within the service industry has reached unprecedented levels of development. To enhance service quality, it has become imperative to process customer requests swiftly and efficiently.

Distinguishing between conventional call centers, which rely solely on telephone communication, and Cisco Systems’ Contact Centers reveals a significant difference. A Contact Center is a versatile communication tool that enables users to connect with companies not only via traditional phone calls but also through video channels, web chats, social media, and various other communication channels.
Cisco Systems Call Center vs. Contact Center

A Call Center primarily handles incoming and outgoing telephone calls, making use of specialized call center technology that facilitates easy scalability as a company expands. On the other hand, a Contact Center is an extensive system offering multiple channels for customer interaction, allowing customers to reach out through their preferred method, such as phone, online chat, social media, SMS, and more. In essence, call center agents manage voice communications, while contact center agents handle a broader range of communication channels in addition to voice calls. By implementing contact center software, organizations can transcend simple inbound and outbound calls, thus diversifying their customer relationships.

Why Choose a Contact Center?

Contact center agents leverage a wide array of technologies to effectively handle both inbound and outbound communications, ensuring companies can promptly address customer needs and requests. A comprehensive contact center comprises the following components:

Various customer relationship communication channels are available in the market, catering to both small and large-scale businesses. These tools enable companies to manage inbound and outbound communications seamlessly, encompassing phone calls, social media interactions, video calls, short text messages, and more.

IVR is an essential feature within an automated business phone system. It empowers subscribers to select their desired options from a menu and receive information by simply pressing a button on their phone.

The ACD system facilitates the efficient management of incoming calls, guided by specific instructions. It enables call verification, call routing, and provides incoming callers with the option to leave recorded messages.

contact centers employ TTY (TeleTYpe) and TDD (Telecommunications Device for the Hearing Impaired) systems to assist visually or hearing-impaired customers.

With the aid of workforce management software, contact center managers can seamlessly oversee high volumes of contacts and calls, ensuring efficient operations.

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Why Implement Cisco Systems' Contact Center?

In the evolving landscape of customer-company relationships, staying current and adopting technologies that enhance service quality while fostering customer loyalty is imperative. Cisco Systems, a pioneering American company established in 1984, provides a solution designed to streamline customer communications through their Contact Center.

What Sets a Contact Center Apart?

Can services like phone payments or service cancellations be facilitated through the IVR system? Yes, indeed. The IVR system is fully equipped to manage these tasks independently, without the need for a call center agent. It efficiently provides the required information to the user automatically.

Artificial Intelligence (AI) integrated into the contact center can identify phone numbers and swiftly gather profile-related information.

Artificial intelligence (AI) can be seamlessly integrated into online chatbots to engage with customers. These chatbots handle common queries, and when required, they can direct customers to support agents to enhance overall customer service.

According to a 2015 study by BT Research, the role of social media in customer communication has seen a 25% increase. This highlights the significance of providing customers with the desired services and solutions in a comfortable online environment.

Both customers and contact centers make extensive use of text messages and mobile devices for local sales. This versatile functionality allows for sending meeting reminders, sharing arrival information for items, and conveying various other detailed information.

Users have the option to interact with contact center agents through video calls, creating a comfortable environment for addressing technical issues.

Analytics functionality empowers you to examine customer behaviors and needs, providing a solid foundation for enhancing service quality, boosting sales, and even creating new products with a well-defined target audience.

The Contact Center: Elevating Customer Convenience

A contact center seamlessly integrates features for businesses that prioritize customer convenience as a fundamental value. If delivering exceptional service is your top priority, the Cisco Systems Contact Center stands out as your ideal partner.