Cisco Webex has shared insights into Webex Calling to accompany the news of it reaching over ten million users.
Webex also announced a new innovation for mission-critical organisations, Enhanced Survivability, which brings greater reliability to its survivability solutions by ensuring access to a set of calling features.
At Enterprise Connect last year, Webex Calling reached its six millionth user. Its latest milestone coincides with the current Enterprise Connect Conference and Expo for 2023, which UC Today has been following to deliver all the biggest news stories from the event.
Lorrissa Horton, SVP/GM, Chief Product Officer, Collaboration Group at Cisco, said:
“Today, I’m excited to share a new milestone with you: we have now reached over ten million Webex Calling users around the world.
“This accomplishment is far more meaningful to me than just a number. It represents important calls made every day by people who are calling the doctor’s office because a family member is ill, people who are calling the bank to check on finances, or people calling a cable installer to get their internet up and working.
“Every day needs that are met because of Webex Calling. The most rewarding part of this milestone comes from the conversations that I’ve had with our customers.
“These interactions give me insight into the role that calling plays in the daily lives of our users, the business challenges that our customers rely on us to solve, and the innovation that we must deliver for the future.”
Reflecting on the various technological investments Webex Calling has implemented, Horton says she feels most proud of its artificial intelligence-powered noise removal, which has simplified working from home, making it an equally productive space to work in as the office.
The advanced noise removal capability means users can always hear one another, no matter where they are calling from or what type of call it is.
Audio intelligence instantly segments your voice from background noises, enabling crystal-clear business calls, whatever may be happening around you.
Webex Calling also helps to drive business transformation through a number of different cloud calling features, including Control Hub, Group Call Managements, and its partner ecosystem.
Control Hub is an administrative console, which allows IT staff to manage Webex Suite and Cisco devices and resolve issues using Webex’s analytics and troubleshooting tools.
Customers can unlock further cloud capabilities via the company’s partners. Call recording technology, for example, can be utilised via CallCabinet, Dubber, and Imagicle. Frontline Workers can harness Zello’s push-to-talk technology to gain another channel of communication.
Contact Centre tools are now included in Webex Calling via Group Call Management. The software enables users to partake in team call queues from anywhere in the world, without needing an additional license, which allows businesses to quickly respond to call volume surges.
Group Call Management also provides insights through call queue analytics to analyse queue wait times, call volume, and call abandonment rates.
Businesses can use this information to assess which strategies will be the most effective in improving customer experiences.
Looking to the Future
Horton predicts that the next challenge for hybrid work will be transforming office spaces to make more cost-effective and efficient use of the space, as currently working from home is resulting in a lot of empty and unused space at the office.
In its place, Webex is working towards creating more shared workspaces that can be instantly transformed for hybrid workers. To achieve this, the company has built a collaboration portfolio of integrated devices, services, and spaces.
Hot desking devices, for example, including the Cisco Video Phone 8875 and Cisco Desk Series Devices, are key to achieving this workplace transformation.
Cisco Webex is attending Enterprise Connect 2023, in which they will be showcasing its latest innovations, such as Webex Calling for Microsoft Teams and Google Chrome, Group Call Management, Audio Intelligence noise removal, hot desking devices, and more.
Enterprise Connect has been the leading enterprise communications conference and exhibition in North America for over 30 years.
This year, Enterprise Connect will be hosting more than 100 exhibitors, over 40 sessions led by industry experts, and nine conference tracks. There are also keynotes from some of the biggest names in the sector, which include Microsoft, Google, Zoom, Cisco, AWS, and RingCentral.
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