Webex Contact Center

Overview

Customer Journey Data Service (CJDS) is an API-first service that enables organizations to:

Listen: Integrate with any data source or third-party applications to listen to disparate data sources.
Identify: Create a dynamic customer profile capturing propensity drivers, such as a customer's preferred mode of communication or preferred language.
Analyze: Apply different aggregation techniques to all customer data collected.
Act: Use the data and insights within CJDS to dynamically change the flow within Webex Contact Center Flow Control and personalize the customer experience at a granular level.

These insights are visible to customer-facing teams in real time through Agent Desktop.

anchorCJDS Introduction Video

anchor

anchorCustomer Journey Data Service Features

anchor

Real Time Customer Journey Tracking

Track you customer engagement across any communication channel and platform such as website, mobile app, chat services, voice, social media, or any 3rd party services.

Dynamic Profiling

Gather data and drive customer profiling that always stays up to date with every customer engagement and interaction.

Advanced Analytics

Understanding data is key – track and aggregate customer data to predict outcomes and behavior.

Powerful Orchestration

Take real time initiatives – enhance the customer experience by defining comprehensive actions. From proactively engaging to the customer or providing personalized information, CJDS optimizes the entire end to end engagement process.

Integrate with any Platform

CJDS is an open platform and integrates with nearly any contact center, CRM or customer engagement services.

Secure by Design, Private by Default

Cisco build services that are secure and private, for Enterprise-grade protection and compliance. Cisco’s products and services are architected for data confidentiality, integrity, and high availability.

anchorGet Started with Customer Journey Data Services

anchor

See our Getting Started Guide to get up and running with Customer Journey Data Services.

anchorFrequently Asked Questions

anchor

Get answers to frequently asked questions about Customer Journey Data Services.

anchorCustomer Journey Data Service Demo Videos

anchor