Elevating CX and Digital Transformation with Generative AI

Understanding Customer Experience (CX) in the Digital Era

In both B2C and B2B scenarios, consumers’ needs are constantly evolving. Preferred communication methods are influenced by various factors, including age, technical competence, urgency, and availability. Despite these differences, one thing remains constant: the expectation of a seamless customer experience (CX). CX is now an industry-standard term, signifying that engagement with customers is no longer just about resolving issues but an ongoing, dynamic process that isn’t always in real-time.

Cisilion’s Expertise in CX Solutions

At Cisilion, we pride ourselves on our long-standing expertise in delivering and managing Cisco contact centre solutions. Our commitment to excellence was recognised in FY24 when we were named Cisco’s top-performing UK partner. By taking a proactive approach to Webex Contact Centre onboarding, we’ve gone “Beyond Expectations,” ensuring that all areas of our business—sales, consultancy, managed services, and even procurement—are aligned with our core values of Trust, Excellence, and Agility.

Success Stories: Financial Services Transformation

One of our most significant recent achievements involved partnering with a leading financial services company. Faced with the challenge of reducing the technical debt of their on-premise contact centre, they needed a scalable cloud solution. Cisilion engineered a phased migration to Cisco Webex Contact Center, enabling the company to transition smoothly while maintaining customer service excellence. We’re now working closely with their customer service leaders to explore opportunities for digital engagement that will improve satisfaction and reduce costs further.

Success Stories: Modernising Business Services

We also recently collaborated with a major business services provider seeking to modernise their customer service operations. Using Cisco’s advanced contact centre technologies and Automated Quality Management solutions from Eleveo, we helped them design a system that ensures top-tier customer service with comprehensive reporting. This not only enhances their service levels but also provides measurable data to validate their performance.

The Role of AI in Contact Centres

In today’s world, AI has become an integral part of almost every technology solution we use. While there’s debate over whether AI is simply advanced machine learning or something more, it’s clear that AI, in contact centres, is delivering tangible results.

AI Driven Agent Coaching

One key application is AI-based agent coaching, which uses past interactions to guide agents in real time. The software provides prompts based on the company’s preferred responses, allowing agents to add their personal touch while maintaining consistency.

Burnout Detection and Wellbeing Support

Cisco’s Webex Contact Center, in partnership with Thrive Global, has introduced agent burnout detection. By monitoring interaction patterns, response times, and emotional tone, the system can detect signs of stress and fatigue, helping prevent burnout. This not only improves agent wellbeing but also enhances customer service quality.

Automated Quality Management

Automated Quality Management has transformed traditional call monitoring. Instead of rigid criteria, AI now enables businesses to assess customer interactions with greater flexibility. For example, rather than penalising an agent for not using an exact greeting, AI can determine if the greeting met key criteria, ensuring creativity and personalisation are rewarded while standards are maintained.

Looking Ahead: The Future of CX and AI

Cisilion remains committed to staying at the forefront of customer experience solutions. As more businesses look to automate low-value tasks like scheduling appointments, freeing up staff for more complex customer interactions, we’re excited about the role AI will play in enhancing these experiences. AI isn’t about replacing humans; it’s about augmenting their capabilities, allowing them to deliver the empathetic, human touch that customers value.

Evolving “Contact Centre Lite” Features

For businesses that don’t require a full-fledged contact centre, platforms like Cisco’s Webex Calling and Microsoft Teams are continually evolving. CX Basic and CX Essentials provide essential call management features within the telephony platform, offering valuable functionality without the need for additional infrastructure.

Empowering Businesses Through Digital Transformation

Our recent successes with clients in the financial and business services sectors underscore the transformative impact that Cisilion’s CX solutions can have. By partnering with us, businesses can benefit from a trusted partner dedicated to delivering superior customer experiences through cutting-edge technology and expert support.