AI-powered enhancements across Webex Suite, Devices, and CX deliver more personalized and inclusive experiences
Webex Calling hits over 10 million user milestone, nearly doubling growth year over year
'AI presents the next evolution of hybrid work, holding the key to unlocking a materially enhanced hybrid work and customer experience,' said
To deliver remarkable experiences for hybrid workers and customers, Webex's innovations span three categories built on the Webex Platform, which has a track record of hundreds of AI and machine learning features already embedded in
Reimagining Workspaces
As employees increasingly come back to the office, great hybrid work experiences require innovative use of video intelligence to ensure everyone is able to participate equally when they collaborate. Building on advanced AI capabilities already available in
Cinematic meeting experiences: With cinematic meetings on
Meeting zones: With this capability, IT admins can set virtual boundaries for any collaboration space in the office, turning it into a meeting zone. With meeting zones, people are individually framed in a condensed view - leaving any blank space out of the view. Only people that are inside defined boundaries are included in the meeting. This is critical in busy open spaces and in conference rooms with glass walls, to eliminate the distraction of people outside the meeting.
Optimizing Collaboration
In today's hybrid world, organizations must provide employees with flexibility in when, where, and how they work - which requires technology that best optimizes collaboration. As a testament to Webex Calling's ability to deliver the flexible hybrid work technologies organizations need, it's reached a new milestone of connecting over 10 million users, nearly doubling year-over-year growth. To further optimize collaboration,
High-definition (HD) meetings that don't require HD bandwidth: Webex's Super Resolution ensures crystal clear video in Webex meetings, even with low-quality cameras or low bandwidth conditions.
Smart re-lighting: To ensure people look their best in any environment, smart re-lighting automatically improves poor lighting when it's too dim or bright. For example, when working outside on a sunny day, the appearance of underexposed video is adjusted so the person appears more clearly.
Automatic 'be right back' update: This capability automatically puts up a BRB message, blurs the background and mutes audio when a user steps away from a Webex meeting. For example, if your doorbell rings and you leave a meeting to pick up a delivery. The BRB message is automatically removed once the user returns.
Maximizing Customer Experience
Customer expectations are at an all-time high, and organizations have billions of interactions with customers daily. It's become impossible for agents and legacy systems to keep up with the volume, velocity, and disparity of interactions and the personalization required to address this.
Today,
Actionable insights for improved CX: Topic Analysis in Webex Contact Center surfaces key reasons customers are calling into the contact center. It aggregates call transcript data from the contact center and models trends succinctly for business analysts, so they can proactively adapt to meet the needs of customers. This capability is self-learning, constantly getting smarter from customer interactions.
Agent Answers as a real-time agent coach: With this capability, learnings from both self-service and automated customer interactions are fed back into the self-learning contact center to increase human agents' effectiveness. Agent Answers listens and acts as a real-time coach for the human agent, surfacing knowledge base articles and helpful information the agent can instantly provide the customer.
Automated chat summaries for agents: AI-powered chat summaries eliminate the need for agents to read lengthy digital chat histories with customers to determine issues and resolutions already explored. Agents will benefit from a faster, automated way to consume long-form text from customer chats and provide key takeaways in a quickly digestible format.
Automated code for rapid customization of customer journeys: Today, Webex's low-code flow builder capability in Webex Connect already helps businesses orchestrate and automate end-to-end customer journeys. Now, users will be able to simply describe the function they want to perform, such as 'validate an email address,' and AI will generate and return the appropriate code instantly. This makes it easier to create and iterate customer journeys quickly.
New Webex AI capabilities are expected to roll out over the course of 2023. For more information, please visit www.webex.com.
About
Webex by
Webex is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, polling, asynchronous video and customer experience solutions like contact center and purpose-built collaboration devices. Webex's focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality and familiarity with technology. Its solutions are underpinned with security and privacy by design. Webex works with the world's leading business and productivity apps - delivered through a single application and interface. Learn more at webex.com.
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