Cisco Live is back for its second day, reporting 20,000 attendees today. After a jam-packed day of news yesterday, Live 2020’s proving to be a fortress of innovation. On day two, Cisco announced new integrations with Voicea and Google Cloud’s Contact Center AI (CCAI).
Introducing the Webex AI assistant. Cisco’s new contact center integration with Voicea will let agents talk to customers on the phone and the engine provides a call transcript and summary, automating the agent’s call wrap-up for heightened productivity. Cisco’s Webex AI assistant keeps track of who said what to ensure tasks remain accounted for, as well as highlights calls and automatically syncs with CRM systems.
Like the rest of Cisco’s portfolio, the new contact center solution works with data centers in North America, Europe, Australia, and Asia and is offered via Cisco’s Collaboration Flex Plan. The acquisition of Voicea was completed back in September 2019, and Cisco said in a statement, it will continue to add new capabilities to Voicea, which customers will gain automatic access to automatically once added.
Google Cloud CCAI Partnership Expansion
Another announcement out of Cisco Live 2020, a partnership expansion with Google Cloud CCAI. Cisco said it hoped to bring conversational IVR, chatbots and agent assistance to its contact center portfolio. Conversational IVR will enhance Cisco’s contact center solution and let enterprises extend more streamlined user experiences via Google’s IVR.
The updated Google Cloud CCAI partnership means you can express in a few words what want to achieve, and using Google Cloud’s NLU, the solution extends self-serve options for simple tasks. For more complex issues, Cisco said you’ll get routed to an agent. There’s also 24/7 access to virtual agents who perform basic tasks.
Antony Passemard, Conversational AI and CCAI Lead, Google Cloud, shared at Cisco Live:
“By combining Cisco’s contact center technology with Google Cloud’s CCAI NLU and Speech capabilities, businesses can work to reduce average handle times and help agents provide better customer service”
Webex Experience Management
Back in August 2019, we brought you a report of Cisco acquiring CloudCherry to boost its analytics proposition. Today, the deal seems to be on the right track, and it shows in the fact that the duo paired to further integrate CloudCherry into the new Webex Experience Management platform.
Webex Experience Management blends contact center data and sentiment data so agents can better engage with customers via chat, email, and SMS. Cisco said it saw a gap in the way things have been done and wanted to make a change:
“What’s been missing is the intelligence telling companies when, who, and how to engage with customers”
The platform lends real-time visibility into how customers feel, so agents can adjust the user experience. Webex’s new management platform even identifies “at-risk” customers so agents can have insight into how to best retain the customer.
Cisco’s brillance in this process is intelligent. When someone calls a contact center, the platform routes the call to the agent best suited to handle the call because it remembers their preference of “speaking to a real person.”
