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Briefings
Learn the basics from an expert
Modern Contact Center Briefing
Request this complimentary one-hour consultation if your organization is considering migrating the call center a cloud platform, developing digital strategy for customer engagement and self-service or simply improving the experience for remote agents and the customers you serve.
Infusing AI Into Your Cisco Contact Center
Today's consumers expect that you know who they are, answer their questions, fix their problems, do it quickly and with a minimal amount of effort. For call centers, meeting these expectations is challenging due to spikes in demand, complex processes and lack of automation. Artificial intelligence (AI) is a key technology that can be used to address these challenges, increase CSAT and Net Promoter scores, decrease agent turnover and reduce process inefficiencies through the use of virtual agents and augmentation of agents.
Webex Contact Center Introduction Briefing
Successful contact centers are proactive, personal, intelligent and take advantage of automation using flexible and scalable solutions. Traditional contact center solutions can be slow to react to customer demands based on limited flexibility and slow time to market for many on-premise contact center solutions. The new Webex Contact Center platform provides flexibility and scalability using a modern cloud architecture that is easy to deploy and manage. Book us for this analyst-style call to discuss latest trends, cloud contact center as a service (CCaaS) and a demo of Cisco's newest capabilities for contact centers.
Enabling Remote Agents With Your Cisco Contact Center
The capability of a contact center to distribute agents to remote locations or to their home is a critical need. Cisco Contact Center Solutions are designed to provide these capabilities in a number of ways. This one-hour briefing is focused on highlighting four common methods to enable remote agents using Cisco Contact Center Solutions.
Workshops
Create actionable project deliverables
Contact Center Workshop
WWT's Contact Center workshop helps organizations identify areas of improvement, set priorities and reduce the complexity of vendor and solution selections.
Cloud Contact Center Migration Workshop
The WWT Cloud Contact Center Migration Workshop is designed to help customers define the contact center deployment strategy and the roadmap for successfully migrating with minimal impact to business operations.
Hybrid Work Envisioning Workshop
With the growing number of employees who require a seamless transition between working in-office and at home, organizations must shift to a new model that can adequately support the hybrid-office workweek. Taking into account the networking and security challenges that arise within fully remote or fully in-office working models, a specific set of collaboration tools and workflows are also needed to provide hybrid-office employees with the best possible experience. This workshop is designed to help your organization build a plan to achieve your goals for a productive and secure hybrid-office business model.
Assessments
Review and evaluate your current-state capabilities
Contact Center Strategic Platform Assessment
The Contact Center Strategic Platform Assessment is an in-depth consulting engagement to gauge a customer's readiness to upgrade/enhance their contact center solution to meet their strategic and operational objectives. This solution may, for example, include migration to the cloud, upgrading their premise solution, or enhancing their current solution. It will answer the questions:
<br><br><ul>
<li>What is the right strategic, target platform for your Contact Center(s)?</li>
<li>If cloud, what type of cloud platform is best aligned with your requirements?</li>
<li>If not, what are your other platform options to meet your strategic requirements?</li>
</ul><br>
<i>Contact Center and IT leadership are focused more today than ever on modernizing and improving their customer experience. According to Gartner, Contact Center's top priorities in 2020 are: 1) delivering digital channels and moving to new technology in the Contact Center, 2) improving agent experience and 3) enhancing and improving the customer experience. If you are modernizing your Contact Centers and looking to improve your service and customer experience, WWT's Digital Workforce practice can assess your Contact Center current state and provide a future state roadmap for moving to new technology, including migrating to the cloud (or strategic alternative if applicable) and delivering improved customer and agent experience. </i>
Contact Center Health Check Assessment
A Contact Center Enterprise Health Assessment is an in-depth evaluation of the performance and health of the Contact Center solution to assess if the implementation meets the customer's requirements and functions optimally as per WWT, Cisco and industry best practices.
