Customers are interacting with organizations in many different ways – from voice to email, chat and social media – using a variety of devices including smartphones and tablets. Many organizations are still figuring out how to deal with the evolving customer who is using any channel, any device and at any time. You need collaboration tools to share information faster and make more informed decisions. Legacy metrics are no longer adequate to measure customer engagement. The terms of engagement are changing rapidly and you need a flexible platform that will adapt to their requirements and growth.
Developing a system that meets all these requirements – yet is simple to deploy and use — requires an ecosystem approach. It’s no longer enough just deploy a contact center and expect to meet the needs of a new generation of customers.
Cisco combines the power of Cisco Collaboration Cloud with the versatile toolbox of Cisco Unified Contact Center Express (Unified CCX) to create a solution that scales to meet organizational requirements and is yet simple to deploy.