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Webex Suite + IMImobile = The Future of Customer Service

Is there anything more important to your organization than your customers? 

And that’s why creating a smooth, versatile customer experience should be at the top of your “To Do” list.

 

But in today’s quickly evolving tech world, customers' expectations have risen. They’re looking for richer connections. They want to connect with you in their own way using their own channel of choice. And the organizations that deliver this most effectively are the ones they’re going to remember the next time those customers are in the market for products and services.

 

The good news is — you can give them the connection they want and deserve.

 

We’ve incorporated IMImobile into the Webex Suite and that gives you the edge you need to bring your customer service game to a whole new level

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The Webex Suite

Designed to be the ultimate teamwork hub, the Webex Suite was conceived to meet the demands of today’s hybrid, global workplace.

Communicating is key to successful organizational operations. 

Webex Suite rises to the needs of a growing organization with a system that encompasses all aspects of connecting —

Calling
Meeting
Messaging
Polling
Webinars
Events
Whiteboarding
Asnchronous video

— to make workplace exchanges crisp, clear, fast and seamless. 

And that also needs to include your customer base.

Communicating is key to successful organizational operations. 

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It’s all about CXaaS!

Not too long ago, it became evident to Cisco that the customer connection model was due for an overall. Our answer is Customer Experience as a Service (CXaaS). 

We believe customers deserve a single connected journey no matter how they opt to interact with an organization. 

Customers want the flexibility of interacting on their terms with the method of their choosing that’s most comfortable to them. That can mean contact using a mobile app or messaging on Facebook. Perhaps they are responding to a marketing email or want to chat via the website. And some just like to have a plain old-fashioned conversation with a contact center agent.

But no matter how a customer connects, organizations must be able to coordinate that interaction with that customer’s entire experience to better fulfill his or her needs and address the reason he or she is reaching out.

And that’s where CXaaS comes in! By combining artificial intelligence, experience management, collaboration tools, omnichannel capabilities and programmability, we’ve devised a comprehensive platform with the ability to deliver a high-quality connection.

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The IMImobile Connection

In 2021, Cisco acquired IMImobile. We knew that by making it part of the Cisco family, we’d be able to make the CXaaS experience that much better.

What does IMImobile bring to the CXaaS table?

— It gives Webex Suite the ability to interact with such popular messaging apps and social channels as WhatsApp, RCS, Apple Business Chat, Facebook Messenger, Twitter and Chat.

Webex Suite can interact with social channels
It gives Webex Suite the ability to interact with such popular messaging apps and social channels as WhatsApp, RCS, Apple Business Chat, Facebook Messenger, Twitter and Chat.
A suite of purpose-built applications
It provides a suite of purpose-built applications that deliver out-of-the-box SaaS functionality for function-specific interactions. And that means a full cloud contact center solution, management and automation of marketing campaigns, service and operational notifications for customers and video assistance for teams and customers.
Communications Platform-as-a-Service (CPaaS)
Its Communications Platform-as-a-Service (CPaaS) infrastructure allows organizations to customize communications via APIs. This gives an organization a programmatic way to consume interaction channels so that it can create its own applications or embed communications in existing experiences.
CPaaS capability of automating customer interaction
CPaaS is also capable of automating and orchestrating customer interaction workflows. For example, it can direct an incoming call to a voice bot that automates the interaction and, if necessary, escalates it to a pool of service representatives who are skilled in a particular area of problem resolution.
Platform's workflow orchestration
The platform’s workflow orchestration enables any organization user who doesn’t know how to code to use a visual designer who can orchestrate customer interactions.
Flow builder with internal organization systems
The flow builder can also generate workflows that interact with internal organization systems such as CRM or shipping or scheduling. Having the ability to rapidly integrate and change workflows on demand can save time and reduce costs.
Webex Suite can interact with social channels
It gives Webex Suite the ability to interact with such popular messaging apps and social channels as WhatsApp, RCS, Apple Business Chat, Facebook Messenger, Twitter and Chat.
A suite of purpose-built applications
It provides a suite of purpose-built applications that deliver out-of-the-box SaaS functionality for function-specific interactions. And that means a full cloud contact center solution, management and automation of marketing campaigns, service and operational notifications for customers and video assistance for teams and customers.
Communications Platform-as-a-Service (CPaaS)
Its Communications Platform-as-a-Service (CPaaS) infrastructure allows businesses to customize communications via APIs. This gives a business a programmatic way to consume interaction channels so that it can create its own applications or embed communications in existing experiences.
CPaaS capability of automating customer interaction
CPaaS is also capable of automating and orchestrating customer interaction workflows. For example, it can direct an incoming call to a voice bot that automates the interaction and, if necessary, escalates it to a pool of service representatives who are skilled in a particular area of problem resolution.
Platform's workflow orchestration
The platform’s workflow orchestration enables any business user who doesn’t know how to code to use a visual designer who can orchestrate customer interactions.
Flow builder with internal business systems
The flow builder can also generate workflows that interact with internal business systems such as CRM or shipping or scheduling. Having the ability to  rapidly integrate and change workflows on demand can save time and reduce costs.
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Welcome to the World of IMI!

Here’s what you can expect to find in your IMImobile toolbox:

imiconnect

Automates and orchestrates all your customer interactions centrally with a highly flexible, low-code enterprise communications platform

imiaccess

Lets you embed communication channels into your organization's processes with ease by leveraging multichannel APIs

imicampaign

Makes it a snap to create and automate multichannel marketing campaigns, driving customer acquisition and loyalty

imiengage

Gives your contact center the ability to support customer conversations on any and all channels

imiassist

Delivers high-quality remote video assistance anytime, anywhere, and on any device

iminotify

Shows your customers you care by allowing you to send them timely and relevant notifications and the latest updates about your products and services

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