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What is Webex Contact Center?

Elevate every customer interaction to new heights with Webex Contact Center, a flexible and powerful cloud solution crafted to boost engagement between your organization and its clientele. This strategy not only enhances the overall customer experience but also drives profitability for your business. By utilizing cutting-edge, data-driven AI features, your agents are equipped to deliver personalized experiences consistently. Build stronger customer relationships, resulting in improved sales conversions, increased revenues, higher retention rates, enhanced satisfaction scores, and better first contact resolution metrics. With built-in collaboration tools, agents can easily work together to improve the total customer experience and achieve optimal results with every interaction. Calls are intelligently directed to agents in various locations based on their expertise, current workload, and availability, ensuring customers receive the support they need efficiently. Additionally, the advanced distribution of call queues—including options for overflow based on specific skill sets and group adjustments—significantly boosts operational efficiency and the quality of service provided. By adopting these innovative methods, businesses can fundamentally revolutionize their approach to customer service and create lasting positive impressions.

What is CASCAD-e?

CASCAD-e presents an innovative approach to implementing Critical Path Method (CPM) Scheduling in project management. This advanced tool is founded on TSPD within a calendar time grid, leveraging over forty years of knowledge gained from teaching and consulting in TSPD scheduling. For the first time, CASCAD-e allows for the instant and automatic evaluation of the implications stemming from alterations or adjustments involving multiple activities and their precedence relationships. Moreover, it introduces a fully graphical technique for both the creation and application of the schedule. By using CASCAD-e, all users—ranging from beginners to experienced scheduling experts—gain a more efficient development process and a deeper comprehension of the dynamic schedule. This tool encourages active involvement from the project team in both developing new schedules and modifying existing ones. In addition, CASCAD-e provides a visual contrast between any revised schedule and the original baseline, ensuring transparency and accuracy throughout the project's duration. Ultimately, this represents a considerable leap forward in project scheduling, making it more user-friendly and intuitive for every participant involved, thus enhancing overall collaboration and efficiency. With its groundbreaking features, CASCAD-e is poised to transform how project schedules are managed and understood.

Media

Media

Integrations Supported

2Ring Dashboards & Wallboards
Cisco AI Assistant
CommunityWFM
Dialogflow
Eleveo
Microsoft Dynamics 365
Salesforce
ServEngage
ServSecure
Thrive Global
UniAgent
Webex AI Agent
Webex Workforce Optimization
Zendesk

Integrations Supported

2Ring Dashboards & Wallboards
Cisco AI Assistant
CommunityWFM
Dialogflow
Eleveo
Microsoft Dynamics 365
Salesforce
ServEngage
ServSecure
Thrive Global
UniAgent
Webex AI Agent
Webex Workforce Optimization
Zendesk

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

Cisco

Date Founded

1984

Company Location

United States

Company Website

www.webex.com/us/en/products/customer-experience/contact-center.html

Company Facts

Organization Name

CASCAD-e Systems

Company Website

www.cascad-e.net

Categories and Features

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Categories and Features

Project Management

Agile Methodologies
Budget Management
Client Portal
Collaboration Tools
Cost-to-Completion Tracking
Customizable Templates
Gantt Charts
Idea Management
Kanban Board
Milestone Tracking
Portfolio Management
Resource Management
Time & Expense Tracking
Traditional Methodologies

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