Description

Cisco Webex Contact Center is an omnichannel cloud contact center solution designed for customer support professionals. It enables users to accelerate sales conversion and contact resolutions, leverage skill assignments, manage agent skill sets at a granular level to optimize call routing strategies, designate call distribution with the routing module in the dashboard, track idle codes and wrap-up codes with auxiliary code reports, redirect the authentication request to organization's identity provider (IdP) with Control Hub, as well as assign a multi-skilled agent to queues. Features include queue management, single sign-on (SSO) capability, portal management, template customization, Google AI support, touch-tone (DTMF) caller inputs support, CRM integration, multilingual ASR capability, and automatic number identification capability.