Cisco Cisco WebEx Support Center WBS29.11 Datenbogen
A Quality Customer Service Experience from End to End
Table 1 summarizes the features and benefits of the Cisco
WebEx Support Center.
Table 1 summarizes the features and benefits of the Cisco
WebEx Support Center.
Table 1. Main Features and Benefits
Features
Benefits
Inbound request
routing
• Use a branded button on your website,
product, or email signature to simplify
customer connections.
• Automatically route support requests to a
customized request form or directly to an
agent queue.
• Control inbound routing to meet internal
policy, SLA, or compliance requirements.
Dedicated agent
URLs
• Provide customers with a dedicated URL
assigned to an agent for continuity.
Callback and wait
times
• Provide a callback request option with
estimated wait times, with the capability
to join an audio or web conference after
receiving a callback, or leave a message if
the wait time threshold is exceeded.
Web, desktop,
and application
sharing
• Agents can launch a web conferencing
session to securely share webpages,
desktops, applications, and streaming
videos with customers.
High-quality video
and integrated
audio
• Provide more personalized interaction with
high-quality (360p) two-way video along
with teleconferencing or voice over IP (VoIP).
Multisession chat
management and
script library
• Agents can manage multiple chat sessions
in a single window using a tabbed client
interface.
• Agents can take advantage of a library of
frequently used chat scripts that can be
pushed to a customer in a chat window.
Agent inbox
• Agents are automatically notified when
a customer is in their queue, which are
preferred customers, and how long each
customer has been waiting.
Real-time status
of other agents
• Allow agents to see all other agents’
queues and availability to enable call
distribution or problem escalation.
Customer
satisfaction survey
• Deliver satisfaction customer surveys
automatically at the end of a session for
more immediate feedback.
Network-based
session recording
and after-session
reporting
• Record and archive sessions manually or
automatically; save every action within a
session, including chat, audio, video, and
document sharing for review and auditing.
• View detailed reports by individual sessions
and agents, and global reports across
queues and agent pools.
Manager Tools
Cisco WebACD Queue Manager
Cisco WebACD Queue Manager
Set queues with rules-based routing, including by availability,
time of day, geography, or skill set. Distribute a large number
of requests by allocating them to subqueues by percentage.
Cisco WebACD Manager Dashboard
Cisco WebACD Manager Dashboard
Monitor all sessions and activities at both the queue and the
individual agent levels.
Management Reporting
Management Reporting
Meet compliance, internal policy, and SLAs with extensive
management reporting features. Measure help desk and
support statistics, including number of sessions, session
time, and session feedback. Get on-demand reports of chat
transcripts, time and duration of session, and more.
transcripts, time and duration of session, and more.
Share web content, applications, videos, and documents with
online customers.
online customers.
For More Information
For more information about Cisco WebEx Support Center,
please visit:
For more information about Cisco WebEx Support Center,
please visit:
http://www.cisco.com/c/en/us/products/conferencing/webex-
support-center
http://www.webex.com/products/remote-support.html
support-center
http://www.webex.com/products/remote-support.html
Cisco WebEx Support Center is updated regularly to meet the latest
system compatibility needs. Please visit
system compatibility needs. Please visit
to
see system requirements.
Languages currently supported include Chinese (Simplified and
Traditional), Danish, Dutch, English, French, German, Italian,
Japanese, Portuguese (Brazilian), Russian, Spanish (Latin American
and European), and Turkish on the Microsoft Windows platform.
The Mac in-meeting experience is available only in English.
Traditional), Danish, Dutch, English, French, German, Italian,
Japanese, Portuguese (Brazilian), Russian, Spanish (Latin American
and European), and Turkish on the Microsoft Windows platform.
The Mac in-meeting experience is available only in English.
* Supported only in the Microsoft Windows environment
Learn more about Cisco WebEx Support Center and
other WebEx solutions, all from Cisco. Speak with
a solution specialist at 877-509-3239.
other WebEx solutions, all from Cisco. Speak with
a solution specialist at 877-509-3239.
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries.
To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the
word partner does not imply a partnership relationship between Cisco and any other company. (1110R)
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