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Challenge

  • Analytics and AI are providing new ways to automate customer service and present order information. Call centers have traditionally been focused on issue resolution and service recovery, but retailers are looking for better solutions to drive proactive customer engagement

Cisco Solution

  • AI-driven Cisco Webex Contact Center: This cutting-edge solution delivers personalized interactions, proactive support, and intelligent routing to ensure every customer experience is seamless and effective
     

  • Cisco Webex CPaaS: Use text messaging for campaigns, notifications, and customer satisfaction (CSAT) surveys to dramatically increase your connection with customers and uncover significant revenue opportunities

Business Impact

AI Webex Contact Center  

  • 40%+ improvement in call deflection and reduced customer issue resolution time
     

  • 50% reduction in system downtime
     

  • Improve agent morale with 20% reduction in agent churn
     

AI-driven Cisco CPaaS1

  • Deliver 200%+ ROI on text-messaging campaigns with an order size as little as $5
     

  • Deliver 500%+ ROI on text notifications combined with upsell communication
     

  • Deliver 300%+ ROI on text-based CSAT surveys with as little as 3% response rate
     

Overall

  • Increased wallet share and brand loyalty

(1) Communications Platform as a Service

Value Driver 3

Omnichannel & CX Transformation

Cisco Webex CPaaS and Cisco Webex Contact Center solutions deliver seamless customer interactions.

  • Delivering a game-changing customer experience
    The Dallas Cowboys, the world’s most valuable sports franchise, was looking to enhance customer service and boost ticket sales to keep pace with the competition. Like a successful retailer that promptly connects a customer to the right expert, the Cowboys uses Cisco’s AI-powered Webex Contact Center with intelligent call routing to connect fans to the best equipped agents, quickly answering inquiries about tickets, seating, or event details. The solution seamlessly integrates with the team’s CRM system and gives agents immediate access to customer details for personalized service. “[Webex Contact Center] gets our customers where they want to go,"
    says Lucas Kalinec, Director of Ticket Sales for the Dallas Cowboys.

    “

    As we look to the future, we believe that Webex and Cisco are going to propel us to that next generation of collaboration and customer experience. Cisco devices are at the heart of how the Dallas Cowboys collaborate between facilities.”

    Matt Messick, CIO, Dallas Cowboys

    49%

    of consumers desire the perfect mix of online and in-store shopping, and nearly 25% have completed an online purchase while in a store aisle

    78%

    of retail leaders said they use customer feedback “extensively” to guide their CX strategies

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