As we have seen from competing solutions, integrations are beneficial in that the user doesn’t have to break the flow of their work in the midst of moving between apps, and theoretically, it should be easier to share information cross-tool. Some new integrations announced are Box, Dropbox, Miro, Salesforce, and others. Webex App Hub: The Webex App Hub is a collaboration app with integrations that make it easier for users to move in between existing applications. I believe cloud implementation are important here, hybrid ones are differentiated.
These recent announcements make relationships with customers and sales agents much more intelligent.Ĭontact centers universally need to raise the game as we enter this new hybrid work-style and it’s imperative that it’s a uniform experience and flexible enough to move from office to home and home to office in 24 hours. The Contact Center now covers all sizes of businesses, next-gen architecture, new AI-powered voice and chatbots, and integration with Webex Experience Management. And if you don’t think you’re not already being tracked by email and corporate chat, you’re a bit naïve, because you likely are.Īll-New Webex Contact Center: The goal of this integration is to drive more intelligent customer experiences. I’d expect a bunch of “outrage” on social media, maybe even media reports, but the fact is, if employees want to work remotely, they’re going to have to get used with some kind of reporting, even if it’s only available to the user (not the boss) to measure engagement and productivity. I believe one of the big 2021 conversations will be how employees are using tools like this and employee’s reactions to it. Many companies have already sent employees to work permanently remotely, and others have started transitioning back to the office, so these upgrades are necessary to keep up with the changing hybrid work environment.Ĭisco also expanded People Insights with a new suite of features such as highlighting trends in your day like when your days start and stop, interaction patterns, and time spent on video calls. With these new integrations, the goal is to "power an inclusive future," provide a great remote experience, but for when it did return to the office, to help facilitate a safe return to the office. Cisco announced many new updates to Webex at this year’s conference, including an "all-new" Webex for meetings, messaging, and calling with a ton of new functionality, new Webex app capabilities, personalization features, a contact center solution, and new hardware.įrom a 50,000 foot level, Webex talked about its commitment to help businesses thrive, being an integral platform for governments to continue to lead remotely, doctors to meet with patients safely, and educators to do distance learning. I think Cisco is making big strides to develop solutions to support the hybrid work environment that is important now and as we look to the future of work.
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