Optus is the first service provider in Australia to launch an offering based on Cisco’s Webex Contact Centre technology, which is Cisco’s first public cloud-based contact centre platform in the region.
The new Webex Contact Centre by Optus complements Optus’ end-to-end Cisco Collaboration Suite which includes Webex Meetings, Webex Teams and Webex Calling.
“Australian businesses today demand more flexibility, agility and integration in their contact centre and collaboration solutions. With increased remote working practises driving enterprise to accelerate its move from traditional on-premise to cloud-based solutions, Optus is continuously investing in the latest available cloud technologies and capabilities,” said Deon Liebenberg, Optus Business Vice President of Product Innovation.
“In today’s world, customers must be an organisations’ number one priority. Businesses cannot afford to deliver a poor contact centre service and with Webex Contact Centre by Optus, our Australian customers can take full advantage of the opportunities offered by cloud-based services and improve overall customer satisfaction and retention rates, along with agent performance and productivity,” added Liebenberg.
By leveraging data in multiple contact centre systems and applying predictive analytics, Cisco Webex Contact Centre improves performance and customer experience. It enables the dynamic prediction of a customer’s needs and matches them with the most appropriate agent available to assist.
“Cisco is the first vendor to provide a fully integrated cloud collaboration platform which includes Calling, Contact Centre, Teams and Meetings capability, all four of which form up our Webex solutions platform,” said Jamie Romanin, Head of Global Contact Centre, Experience Management and Calling, Cisco APJC.
“We are pleased to count Optus as our first Service Provider for Contact Centre in Australia. Our 20- year partnership will help more Australian companies accelerate their journey to cloud, by tapping into the global, scalable and reliable Webex collaboration and contact centre platforms.” added Romanin.
“As Cisco’s largest contact centre solutions provider in Australia, with more than 20,000 managed agent seats, we view Webex Contact Centre by Optus as a key milestone in our solution set and look forward to bringing Cisco’s latest contact centre capabilities to our customers,” said Liebenberg.