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What is Webex Engage?
Boost engagement and reduce reactive responses by equipping your contact center to manage customer interactions seamlessly across all communication channels. Implementing a unified platform for your agents can enhance their efficiency and guarantee that customers receive the high-quality support they expect, regardless of whether they reach out via phone calls or messaging apps. Keep customers informed and provide them with self-service options that empower them to resolve their own issues when possible. When more personalized help is needed, ensure that conversations can be smoothly handed off to live agents who can maintain the context and provide tailored assistance. Furthermore, integrating virtual customer agents into your service model can address routine questions, offering continuous support throughout the day and night. Create an IVR experience that allows customers to transition easily to messaging platforms, giving them the flexibility to self-serve or connect with agents as they choose. It's essential to pinpoint urgent and complex customer queries swiftly, routing these high-priority issues directly to agents for quick resolution. Given that customer interactions span multiple platforms, facilitate the effortless movement of discussions from chat to voice or video calls for immediate support. By adopting these comprehensive strategies, your contact center will not only improve operational efficiency but also cultivate stronger relationships with customers, ultimately enhancing their overall experience. This holistic approach ensures that your organization remains responsive and attentive to customer needs at all times.
What is Empower?
Empower emerges as the first browser-based analytics solution that adeptly integrates earned value, scheduling, work authorization, and critical performance indicators to enable proactive oversight of complex projects. Featuring a visually engaging and powerful user interface, Empower offers immediate productivity boosts for control account managers, program managers, support teams, and oversight organizations. This cutting-edge tool is designed to quickly identify potential issues, reveal trends, provide in-depth cost breakdowns, visually display Gantt charts for schedules, effectively tackle data quality issues, support data-driven auditing processes, and simplify the creation of narrative reports through a cohesive workflow system. Additionally, its browser-based design leads to a lower total cost of ownership when compared to conventional desktop applications, as it removes the necessity for installation on separate computers. Updates are efficiently conducted on a centralized server, promoting streamlined user maintenance and heightened operational efficiency for all users. By emphasizing both usability and accessibility, Empower markedly improves project management capabilities for a variety of teams, ultimately transforming how projects are executed and monitored. This innovative approach fosters collaboration and enhances strategic decision-making across the project lifecycle.
Integrations Supported
Microsoft Excel
Microsoft Word
PowerPoint
Webex Campaign
Webex Connect
Webex Notify
Integrations Supported
Microsoft Excel
Microsoft Word
PowerPoint
Webex Campaign
Webex Connect
Webex Notify
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
cpaas.webex.com/products/webex-engage
Company Facts
Organization Name
Encore Analytics
Company Location
United States
Company Website
www.encore-analytics.com/empower.html
Categories and Features
Customer Communications Management
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communications
On-Demand Communications
Personalization
Print Management
Template Management
Video Content
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
IVR
Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail