Cisco Launches Webex Connect in Brazil to Revolutionize the Digital Customer Experience

Brazil, São Paulo, November 23, 2023 – Cisco (NASDAQ: CSCO) today announced the launch of Webex Connect in Brazil, its cloud-based Communications Platform as a Service (CPaaS), that manages business-critical customer interactions across multiple communication channels at scale.  Webex Connect delivers end-to-end customer journeys by automating, orchestrating, and monitoring interactions and integrating with organizations existing, disparate back-end systems to provide seamless, simple, and smart customer experiences.

Webex Connect is a proven enterprise-grade CPaaS solution used by a range of enterprises across EMEA, North America and APJC and the announcement today opens the availability of the solution in Brazil. The single, centralized platform provides a choice of tools and capabilities for IT, developers, and line of business teams, from programmable APIs, visual flow builder, low code capabilities to 14+ communication channels, AI, bots, and analytics, to deliver end-to-end customer journeys.  This product was presented at a customer event today with the participation of representatives from Google, IBM, and Reach.

“Cisco has worked hard to support organizations optimizing their customer journeys. With the launch of Webex Connect in Brazil, we can leverage global success of this technology to accelerate digital transformation across several sectors and support our customer’ CX strategy”, said Ricardo Mucci, Country Manager at Cisco Brazil. “It will be possible to implement automated and orchestrated interactions 24 hours a day, 7 days a week, through communication API management, creating future-proof customer experiences”.

The Webex solution aligns with customer experience (CX) trends that signal a high demand from customers for a better service experience. A Webex customer experience research study from 2022, which analyzed how consumers felt about interactions with companies, revealed that 57% would change brands to another one that offered better CX. Additionally, 75% said they saw strong CX as the main reason to gain customer loyalty.

Webex Connect Differentials and Benefits

Focused on business needs, Webex Connect platform can deliver a 330% ROI, saving time and cutting costs for businesses, while seamlessly and securely connecting to consumers. Webex Connect also offers a low-code flow builder, which requires little or no coding knowledge, allowing companies to develop their own methodology when sending or responding to messages, and integrating them into their processes and business applications. This solves a common challenge faced by many organizations -  finding skilled employees  with expertise to manage end-to-end journeys throughout the customer lifecycle.

“We believe that customer experience is the main competitive advantage for companies. Webex Connect allows companies to connect with their customers on the channel of their choice, every touchpoint is an opportunity to offer rich, engaging, and intuitive experiences”, said Adriano Gaudêncio, Collaboration Leader for Cisco Latin America.

Webex Connect also helps customers design and deploy a connected, omnichannel customer experience. Among the platform's differentiators is the ability to integrate with more than 14 digital channels - including SMS, email, WhatsApp, iMessage, Facebook Messenger, Google RCS, voice, and push notifications - allowing you to create personalized experiences, communicating with user’s preferred channel. The solution enables many use cases across verticals such as call deflection for contact centers, which allows organizations to manage customers across digital and human interactions. Additionally, Webex Connect uses conversational AI to configure integrated bots that automate responses to frequently asked questions and identify customer intent, which can be easily transferred to a live agent, maintaining the entire history and context of the conversation.

Webex Connect provides a secure, cloud-based platform built for elastic scalability, supporting data storage requirements, and complying with local compliance and regulation requirements

The solution also includes a proactive monitoring and live latency dashboard to deal with large volumes or burst of traffic to ensure an always-on platform with near-zero downtime, without compromising the customer experience.

Webex Connect is now available in Brazil for companies within sectors such as retail, healthcare, banking, logistics and utilities who have a need to communicate regularly to their large customer base and want to boost their customer experience journey. For more details visit: Webex CPaaS Solutions.

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About Webex by Cisco

Webex is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. At Webex, we start with people and their experiences first. This focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Our solutions are underpinned with security and privacy by design. We work with the world's leading business and productivity apps – delivered through a single application and interface. Learn more at webex.com.