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New Additions to Cisco’s Webex Contact Center Portfolio
Cisco has introduced a variety of new additions to its Webex Contact Center portfolio, released in February 2020. These include Webex Experience Management, Webex Contact Center Enterprise, and Google Contact Center Artificial Intelligence (CCAI).
Webex Experience Management fuses Webex with Cisco acquisition CloudCherry. New capabilities focusing on improving customer service include:
- Precision routing
- Customer journey analytics, whereby agents see customers rankings in real time
- Text/sentiment analysis
- Customizable post-call web intercept surveys
- Predictive analytics
Webex Contact Center Enterprise offers a scalable solution, supporting 2,000 to 24,000 concurrent agents per tenant. The solution is cloud-based, with add-on options and APIs, and has an administrative portal for management by Contact Center staff.
Cisco is also utilizing AI-enabled features that utilize Cisco’s acquisitions Voicea and MindMeld, alongside partnering with Google CCAI’s Dialogflow. In particular, Google CCAI offers a conversational IVR, bot customer virtual assistant, and Cisco Answers. Google CCAI solutions are to be released mid to late 2020.
Source: Software Reviews, Cisco Unified Contact Center Enterprise Product Scorecard, Accessed February 7, 2020.
It was only a matter of time until CloudCherry’s capabilities would be fused with Cisco’s Webex Contact Center Portfolio. This new addition, coupled with Cisco’s partnership with Google, ensures Cisco remains a key player in the contact center as a service marketspace.
However, Cisco joins the vast range of vendors in this space offering a subscription model for its contact-center-as-a-service solution. It is not yet clear how this will fare against Amazon Connect’s pay-per-use model, which is growing in popularity. As most vendors in the contact-center-as-a-service market have largely matured what capabilities are table stakes (which Cisco’s Webex Contact Center portfolio now meets), 2020 will largely unfold as a battle between these two payment models.
The complication to this battle, of course, is how quickly Microsoft can roll out its contact center model for Teams. For if a contact center solution for Teams meets standard capabilities over the next two years (the initial offering rolling out in mid-2020), Office 365 users will be hard-pressed to explain why they would choose other suites or solutions.
Want to Know More?
Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.
Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.
Five9 and Zoom have announced a new integration between Zoom Phone and Five9 Intelligent Cloud Contact Center.
Landis Contact Center for Microsoft Teams is now in preview.
It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.
Avaya announced a partnership with RingCentral, a move that jointly strengthens the two companies’ positions in the growing cloud-based unified communications market.
Avaya moved away from the idea of being acquired following news that it is in talks to partner with RingCentral.
Cisco has announced its intent to acquire CloudCherry, boosting its contact center portfolio.
Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” marking the company’s move toward a cloud-based subscription program.