Natilik had the privilege of attending Cisco’s Contact Centre Summit this week, gaining exclusive insight into the plans to revolutionise the world of Customer Experience (CX) through its latest acquisitions.

The next-generation of contact centre is upon us, and Natilik and Cisco are at the fore-front of this revolution.

We heard all about the Accompany, Voicea and CloudCherry acquisitions, took a deep dive into the future of AI and what that means for the world of contact centres, and discovered some of the new features of Webex Contact Centre.

GLOBAL AVAILABILITY

Much to the joy of global businesses like Natilik, Cisco are implementing new data centres in the UK and Australia. This means that our UK, US, and Australia based clients can now enjoy local data residency and compliance, whilst our global customers will benefit from a unified cloud contact centre experience. These new centres will bring a significant improvement in resource optimisation, operational efficiencies and capital investments.

WEBEX CALLING INTEGRATION

As Cisco’s launch partner for Webex Calling in the UK, Natilik is incredibly excited to confirm Cisco’s plans to integrate Webex Calling with Webex Contact Centre. Making sure the right call gets to the right agent has been at the forefront of contact centre challenges for a number of years, Cisco’s decision to step away from third-party calling integration and harness the power of Webex Calling addresses this challenge head on. Delivering higher-quality calls at a lower cost, all combined with simplified purchasing and implementation models, this is set to change the contact centre game.

INCREASED SCALE

Contact centres need to be flexible. The ability to scale up and down based on customer demand is at the heart of the new Webex Contact Centre, delivering the same great experience from a single routing queue; supporting up to 3,000 agents per tenant with unlimited tenants allowed per system. This means that your business can manage workflows and costs more effectively; optimising the systems performance and ultimately improving the experience of your customers.

MANAGEABILITY

The decision to integrate contact centre capabilities with the award-winning Webex platform means that Cisco’s Webex Contact Centre can now be easily managed via the Webex Control Hub, alongside the rest of your Webex suite.

If you’re interested in finding out more about the latest announcement about Webex Contact Centre, then contact us at hello@natilik.com to arrange a chat with one of Natilik’s contact centre experts.