Mindsight 1 of 13 Companies Certified in Cisco’s Customer Journey Platform
March 5, 2019
Downers Grove, IL, March 5, 2019 – Mindsight, an IT Services provider specializing in contact center solutions, was recently selected from hundreds of Cisco partners to market, implement and support Cisco’s Customer Journey Platform (CJP), a cloud-based, analytics-rich contact center solution. Mindsight is one of thirteen Cisco partners in the Midwest awarded this distinction and one of only two in Chicago.
The cloud contact center market is expected to reach almost $21 billion by 2022. Cisco has been a leader in contact center technologies for over 30 years. “Cisco’s Customer Journey Platform brings robust omnichannel capabilities and business insights to our clients, enabling them to deliver a superior customer experience thereby helping them differentiate their brands from that of their competitors,” said Edward Kapelinski, CEO and President of Mindsight. Mindsight has been a Cisco Gold Partner since 2013.
Cisco’s Customer Journey Platform is a unified omnichannel contact center solution that is easily deployed and managed from the cloud. It is available for contact centers of all sizes. Some of the key features of the platform include 360° customer journey analytics which enable organizations to understand the customer experience through the entire lifecycle, and across all channels. A predictive analytics-based routing feature allows customers to be matched with the best available agents for their particular needs. Expert collaboration and communication is offered via on-demand voice and chat with other agents, managers, and subject matter experts. Other features include a Workforce Optimization (WFO) suite, including dynamic scheduling with agent participation, quality management, and “voice of the customer” insights through speech and desktop analytics. Outbound Campaigns with preview and progressive dialing and management are also offered.
“By placing the contact center in the cloud, call center agents can access a breadth of information about callers, thereby improving service and delivering an overall better customer experience. Contact centers benefit with improved security, visibility, flexibility, scalability, and analytic power,” said John Irey, Contact Center Principal Consultant with Mindsight.
Those interested in a demo of the Cisco Customer Journey Platform can contact Mindsight here or call 630.981.5050. Mindsight hands-on labs allow contact center professionals to safely test solutions outside of their production environments.