As companies continue to battle for customer loyalty with investments in sensational customer experience, the contact centre has become an essential tool. More than just a place to solve common customer issues, the modern contact centre is where relationships between businesses and consumers form, paving the way to endless growth opportunities.
So, which contact centre solution do you need?
These days, there’s no shortage of flexible, scalable contact centre solutions on the market, particularly among vendors offering cloud-based CCaaS solutions. Today, we’re going to be looking at two top contenders in the contact centre world: Cisco and Genesys. Here’s your complete comparison of the Cisco Webex Contact Centre, vs Genesys CCaaS.
Webex Contact Centre Features
Part of the comprehensive Webex ecosystem, the Webex Contact Centre from Cisco is a next-generation solution or customer experience. Built to deliver stronger interactions between customers and companies, the Webex Contact Centre gives customers the answer they need on the channels of their choice with exceptional speed, intelligence, and accuracy.
With the Webex environment, business leaders can build smart omnichannel digital journeys with intuitive features like AI-powered assistants for your agents and customisable dashboards. The Webex contact centre solution also integrates with other Webex tools for collaboration, calling and messaging, to keep employees aligned wherever they are. Features include:
- Omni-channel customer experience: Text /SMS, social media, chat, email, and calling options in the same aligned environment, with AI virtual agents
- Routing and queue management: AI routing with agent availability and skillset insights. Various routing options help to enhance customer service and streamline support
- Call distribution: Fully managed call distribution configuration and reporting in the Webex Contact Centre flow builder with access controls via user login
- Extra call support: provide callers with queue position information and expected wait times. Access automatic and manual wrap-up options to help move agents from one caller to the next. CTI and CRM integrations are available too
- Flow builder: Drag-and-drop interface where users can build custom contact flows on top of system-generated events. Support for CAD variables, PIQ, and EWT
- Disposition codes: Track the reason for a call’s end and agent inactivity and offer call back options automatically to improve customer experience
- Agent desktop: Create custom agent desktops with Agent state timers and connected timers. Each desktop can be adjusted with virtual agents, notifications, screen pops, and more
- Reporting: Real-time and historical reporting with performance statistics available to agents, and notifications for supervisors and managers
- Localisation and remote working: Create agent experiences based on the location of your employee. Remote endpoint access and agent support is available through Cisco
- Disaster recovery: Built-in disaster recovery automatically redirects call centre traffic during unexpected outages and emergencies
- Single Sign-on and controls: SSO technology and extensive controls through Webex Control Hub allow for better compliance and security in the Webex ecosystem
- Management portal: Complete management portal with assignments for agents, real-time performance monitoring, and flexible routing strategies. Coaching and barge-in are available for supervisors and managers
- Call recording: Compliance call logging and percentage call recording with criteria for auditing purposes
Other features include everything from music on hold to a comprehensive ecosystem for managing text messages sent through the Cisco Webex contact Center. There are secure chat and voice functions, self-service IVR technology, touch-tone IVR options, and a host of integrations with leading CRM and other essential tools too.
Genesys Cloud Contact Centre: Features
Genesys cloud contact centre is a comprehensive solution designed to improve customer experience and empower agents in any environment. Built to solve problems with speed and enhance customer satisfaction, Genesys’ cloud CX solution offers an all-in-one environment for inbound and outbound conversations, self-service, automation, and intelligence.
With extra tools for things like workforce management, and the latest innovations to help you better understand your customers, Genesys makes CX easier than ever. You can even set up comprehensive self-service environments where your customers can find the information they need with the help of bots and knowledgebases. Features include: