It has been a big year for Kytec’s Collaboration practice. Back in October we became one of only four global partners to achieve full technical WXCC certifications as a Contact Center Expert. To top it off, yesterday we achieved authorisation to sell, design, install and support the Cisco Webex Contact Center technology and product in Australia – the first in region.

We’re excited to be able to offer Cisco Webex Contact Center within the ANZ market. A true cloud offer from Cisco, the first of its kind with end to end cloud collaboration capabilities complimented with Artificial Intelligence. Already with capabilities that blind the competition, the roadmap for the product is strong and we are excited for the new benefits that a true cloud contact center can bring our customers through continuous innovation.

Some of the key capabilities that have us excited:

  • Native Cloud Collaboration Connected Contact Center to provide end to end capabilities from the contact center and back office which are continually improved without the need for software upgrades.
  • Customer journey mapping to provide insights an improve customer service throughout the customer’s unique journey
  • Out of the Box CRM Connectors to do away with the requirements for any custom integrations for well known platforms
  • Analytics and Transcription Services to get deep insights into customer conversations which drive center improvement and increases in customer satisfaction
  • AI enhanced interactions to provide both self-service and agent assistance through customer interactions reducing handle time and increasing first call resolution.

The Webex CC platform will deliver benefits outside the contact centre as well through reductions in administrative overhead and the ability to re-use existing telephony infrastructure where required. Simple monthly billing and the ability to burst as required provides an easy to understand, operational cost model for the contact center to operate under.

To learn more about Webex CC, Collaboration Solutions or to arrange a personalised demonstration, get in touch today!