TTEC Digital introduces InteractionSync for Cisco Webex Contact Center

New IP connects Microsoft Dynamics CRM with Cisco WxCC

DENVER, Oct. 1, 2024 -- TTEC Digital, a global leader in customer experience orchestration, today announced the general availability of InteractionSync for Cisco Webex Contact Center (WxCC). The latest development in TTEC Digital’s software intellectual property portfolio, InteractionSync for WxCC provides contact center agents with a unified view of Webex activities within Microsoft Dynamics 365 – enhancing interactions, improving agent efficiency, and optimizing operations. 

InteractionSync is a cloud-based software product that helps contact center agents to decrease search times and accelerate resolution rates by enabling them to navigate faster and access customer information more easily within a single screen. With quick access to customer data, agents can personalize interactions for greater customer satisfaction. 

“All of our intellectual property is designed to drive tangible value for our clients and for their end customers. With this iteration of InteractionSync, we’re bridging the gap between two powerful platforms – Cisco WxCC and Microsoft Dynamics 365 – to create an enhanced interface for contact center agents. This optimization has a direct and positive impact on contact center outcomes,” said Dave Murashige, Global Leader, Software and Digital Engineering at TTEC Digital. “In contrast to existing integrations, InteractionSync for Cisco WxCC installs directly into Dynamics without the need for agent-side installation, making it simple to both install and upgrade. In addition, TTEC Digital’s development and support teams create new features at no extra cost while providing dedicated support for all IP products.”

InteractionSync for Webex helps to solve several common contact center problems, including:

• Long customer hold times
• High average handle times
• Cumbersome agent onboarding

By joining all relevant customer data from the CRM with the contact center platform, agents can handle calls faster and at a higher rate, which reduces hold times. Average handle times can be reduced by as much as 15% through easier access to information. New agents can also onboard more quickly as they learn one unified system, rather than navigating between siloed platforms. 

According to John Wolf, Global Leader, Cisco and Google Practice at TTEC Digital, the introduction of InteractionSync to WxCC further solidifies the Company’s status as a premier Cisco partner. 

“As a 20+ year partner and the first partner to take Cisco Contact Center to the cloud, we’re proud to continue our strong track record of innovating with Cisco,” Wolf said. “With InteractionSync, we’re looking forward to helping our clients get even more value from their Cisco experience.”

InteractionSync for Cisco WxCC is available at a reduced rate of $10 per agent, per month through December 31, 2024. For more information, visit TTEC Digital at ttecdigital.com/solutions/interactionsync or the Microsoft AppSource. 

About TTEC Digital

TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With in-house expertise in CX strategy, data and analytics, AI and more, TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes. Learn more at ttecdigital.com.