Cisco Customer Journey Platform Workforce Management - License - 1 Named Agent - Overage - A-CJP-NWFM-O

• Native cloud
  Designed and built as a cloud solution with a design philosophy to bring security and unlimited visibility, flexibility, and scalability to contact centers. It eliminates premises-based complexity and expense and enhances productivity to lower the total cost of ownership.
• Omnichannel
  Customer interactions - voice, email, and chat communications - in a unified environment for agents, managers, and administrators that provides a seamless customer experience.
• Predictive analytics-based routing
  Customer and agent matching uses big data analytics to understand the customer's journey to-date and predict the customer's need and identify the agent with the best performance record to meet that need and to deliver the desired business results.
• Expert collaboration and communications
  On-demand collaboration between agents, managers, and back-office subject matter experts via voice and chat to speed first contact resolution.
• Embedded Salesforce app
  Option to run your entire contact center within Salesforce, with a unified user experience for agents, managers, and administrators.
• 360� customer journey analytics
  Analysis of all cross-channel customer interactions that links interactions with the same intent to understand the customer experience and improve customer service.
• Outbound campaigns
  Outbound campaign management and automation with preview and progressive dialing.

The Cisco Customer Journey Platform provides sales and service contact centers the ability to improve their customer experience and optimize their performance with dynamic, predictive analytics.