The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. Cisco’s open platform and architecture enables customers to leverage their technology investments, and seamlessly manage, consolidate, and connect their contact center to the business applications they use every day.

Connector Features:

Free and included with your Webex Contact Center license. No need to deal with long timeframes, cost and complexity associated with custom integrations
Pre-built connectors are plug-and-play, easy to configure and install
Out-of-the-box Webex Contact Center + CRM activity report via Microsoft Dynamics reporting interface
Manage customer calls (inbound and click-to-dial outbound) from within an integrated agent desktop on the Microsoft Dynamics console
Automatic customer record screen pop allows agent to preview matching end user record details before accepting a call, reducing customer wait time
Agent screen pop
Automatically creates customer call activity logs with customizable call wrap-up codes
Allows for on-demand recording

Webex Contact Center Features:

Unified, omnichannel contact center solution deployed and managed from the cloud
360-degree customer journey analytics
Advanced intelligent routing and queuing
Expert-agent collaboration and communications
Advanced Integrated Voice Response (IVR) capabilities
Call recording
Standard and customizable reporting
Outbound campaigns

Benefits:

Agents have contact center functionality embedded within the Microsoft Dynamics experience. No need to flip between apps. Improves first contact resolution
Deliver more proactive and personalized care and improve your customer’s experience
Unified reporting is available for contact center interaction with Microsoft Dynamics interaction; no need to consolidate the data, which improves supervisor productivity. For more details, visit our website

Webex Contact Center for Microsoft Dynamics

by Cisco Systems, Inc.