Cisco Contact Center and TTEC Expand Their Strategic Partnership with New Enterprise Cloud Offering

TTEC Holdings, Inc. and Cisco Systems, Inc. announced a strategic partnership wherein TTEC Digital will become the first authorized reseller of Webex Contact Center Enterprise. This new Cisco offering will deliver an enterprise-grade CCaaS solution, at their unmatched standards for a highly secure global scale and reach. The expanded partnership enables large enterprises and government agencies globally to accelerate cloud adoption by leveraging multiple pre-established integration points seamlessly across the CX technology ecosystem.

Webex Contact Center Enterprise is the latest offering in Cisco’s contact center portfolio currently used by more than 3 million agents across more than 30,000 brands. Built on the Webex Platform for Contact Center, it delivers a powerful combination of multi-tenant and multi-instance services to unify all customer interactions and channels for a world-class agent and customer experience.

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“Cisco is adding Webex Contact Center Enterprise to our cloud Contact Center portfolio, built on the Webex Platform for Contact Center. This solution addresses a critical gap in the market that will greatly accelerate enterprise adoption of CCaaS,” commented Omar Tawakol, General Manager and Vice President for Cisco Contact Center Solutions. “We are excited to have TTEC Digital as a key partner to help us bring this solution to market quickly and with immediate global reach and scale.”

As a strategic cloud contact center partner, TTEC Digital will implement and support the new solution. TTEC Digital will also provide professional services to assist clients with their shift to the cloud to optimize their ongoing operations, including:

1. Customer journey orchestration tools to enable real-time personalization, contextual routing, and next best action/offer capabilities across all communication channels;
2. Integrated real-time speech and sentiment analytics using AI / ML to address customers’ needs with a natural language interface;
3. Embedded AI / ML to improve employee experience needs by helping them find the right answer to customer questions quickly and consistently; and
4. Advanced DPA / RPA to reduce the amount of desktop data entry so that associates can focus on building rapport and delivering great customer experiences