Webex Engage

Engage more, react less.

Empower your contact center to support customer conversations on any channel.

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Transform the customer service experience.

  • Support customers on channels they choose

  • Innovate with new channels

  • Automate pre and post-contact processes

  • Balance automation with personal touch

  • Improve agent productivity

  • Improve CX and reduce costs

Consistent support across channels

From SMS, chat to messaging apps, equip your agents with one interface to increase productivity and deliver the support your customers expect.

Address customer needs before they pick up the phone

Keep customers proactively informed. Provide self-care capabilities. Transfer conversations with full context to live agents when required.

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Webex Connect.

Manage all your customer interactions and channels in one place with our enterprise CPaaS platform. From APIs and pre-built integrations to low-code tools, Webex Connect equips your organization with everything you need to create and optimize the communications journeys that deliver a better experience to every customer.

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Better with Webex Connect.

Blend AI and agent support

Conversational automation

Integrate virtual customer agents into customer service operations to manage routine enquiries, offer self-service, and provide 24x7 assistance.

Seamless agent handover

Some enquiries require instant attention. Identify complex and high-priority customer issues and seamlessly pass them directly to agents.

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Improve CX and reduce costs

IVR call deflection

Build an IVR journey that lets customers seamlessly transfer to a messaging channel where they can self-serve and chat with agents at their convenience.

Contact elevation

Interactions are never fixed to one channel. Easily elevate a chat conversation to a phone call or a browser-based video call for instant support.

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Support customers on their favorite channels.

  • SMS

  • Email

  • Live Chat

  • In-app Messaging

  • WhatsApp

  • Apple Messages for Business

  • Messenger

  • Twitter Direct Messages

Webex Engage Product Sheet.

Learn how Webex Engage can transform your contact center into a customer engagement center, reduce costs, and improve CX.

Download now

Key features.

  • Intelligent routing

    Direct enquiries based on agent skills and knowledge to ensure the customer connects with the right person.

  • Agent productivity

    Empower agents with productivity tools like multichannel inbox, predefined response templates and action triggers.

  • Surface customer profile information

    Fetch customer data from CRM or other systems to help agents deliver contextual support.

  • Quality control

    Improve customer service quality with features like Silent Monitoring, Barge-in, and Whisper.

  • Workflow automation with Webex Connect

    Let agents trigger flows on demand to fulfill customer requests, follow up, and other actions.

  • Advanced reporting

    Build reports to analyze agent performance, channel trends, and more.

“
Providing customers the choice to talk to us on messaging channels is a key part of our digital strategy and a means by which we can maintain our service levels while improving customer experience. imimobile’s solution for IVR call deflection to SMS has been a game-changer for our contact center and it’s pleasing to hear positive feedback from our customers and agents who are using the service. We look forward to seeing what the potential is to introduce additional digital channels in the future. ”
Gemma Crask, Product Owner – Live Chat, Messaging & Social media, British Gas
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Future-proof your contact center.

Talk to one of our experts today.

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