Webex Contact Centre
Bring your contact centre together with Webex Contact Centre. Combine cloud flexibility and existing systems to create seamless customer experiences.
Bring your customer closer
Intelligent features, big data insight
Improve performance while reducing overall costs with Webex Contact Centre’s omnichannel and artificial intelligence (AI) features.
Customer need prediction
Use data and analytics to match customers with your best available agent.
Centralised management
Tailored dashboards increase your productivity and lower your total cost of ownership.
Always on
Built-in disaster recovery seamlessly redirects call centre traffic during emergencies.
Build a contact centre for the future
Find out why you need to meet the contact centre expectations of your customers and agents – with Webex Contact Centre.
Features & Benefits
Built for a digital-first customer experience
Connect through your customers’ preferred channel – chat, text, social, email, or call.
Customer experience really is everything
You can get post-call customer feedback through surveys sent by text, email, or integrated voice response (IVR). Our experience analytics reports also capture feedback trends and provide insights for you to use to optimise customer journeys.
AI and a user-optimised agent desktop
Simple-to-use, modern communication technologies keep you competitive and your customers and agents happy.
24/7 self-service support
Give customers quick and easy self-service 24/7, with AI-powered voice and chat virtual agents, handing over seamlessly to live agents when needed.
Real-time reporting for improved efficiency
Interactive trend analysis allows you to analyse customer and agent activity with business and financial metrics. Understand and manage your contact centre to optimise operational efficiency in innovative ways.
Why choose BT for customer contact
Strong partnerships
We’re long-standing partners of over 30 years with Cisco – one of only five elite Cisco gold-certified partners, globally.
Global connectivity
We have physical access nodes in more than 47 countries, originations from more than 180, and terminations to anywhere in the world. Our cloud platforms are supported by nine cloud contact hubs globally.
World-leading deployment
We can help you move to the cloud, transform your customer service and simplify your network. It’s why the world’s biggest companies use our services, platforms, and partners to connect and protect what matters most.
Our user adoption services
We provide a user adoption and training program, so you can transition to your new service with confidence.
