Webex Contact Center leads the customer service industry

We give support to our internal and external customers, thru our Help Desk Team, using Webex Contact Center, that helps us keep track of the support given and actions taken by our engineers and also helps us get feedback from our customers.

Artificial Intellingence has become one of the vest tools on every day basis, it also provides the ability to create, innovate and manage our contact center and creates a great solution to our management team. It has help us increase our efficiency and improve our customer experience to the most effective ways.

Webex contact center has so many features that I don’t think we ever come to a time where we use them all, but the ones we use, are great tools for management and really help us measure and understand our staff, the way they work and the quality of their attention. Our workforce is one of the most important asset we have as a company and they are the ones that help us give the best customer experience.

Noise suppression is one of the best things we use, since it really helps with the customer interaction and avoid the uncomfortable experience of listening to other agents speaking in the background during other calls. Real time Transcription is really helpful because it helps us save time.

Webex Messaging and Webex Meetings make definitely a perfect complement to the collaboration across the office and every task we share with other departments, including the integration of the recording tool, which we use in our cloud service to store our most important customers interactions.

In my opinion, regarding the departments I interact the most (customer success practice, help desk, sales), it really helps to fulfill our needs, and provides a sense of secure interaction and doesn't require much from a third party solution, which makes our campaigns very fast to deploy.

I will not change anything