Cisco MediaSense 8.5
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Cisco MediaSense 8.5

Cisco

ROI-
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Selling19
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PitchCisco MediaSense is an open-standards, network-based, scalable platform that supports recording, playback, live streaming, and storage of media, including audio and video, with rich recording metadata

Product features

Description

Cisco MediaSense is an open-standards, network-based, scalable platform that supports recording, playback, live streaming, and storage of media, including audio and video, with rich recording metadata. It captures conversations between businesses or organizations and their customers for a variety of purposes, including regulatory compliance, quality management, service optimization, agent training, and real-time analytics that can dramatically improve customer care. The platform provides an efficient, cost-effective foundation for capturing, preserving, and mining conversations for business intelligence. Business Value
Contact centers handle thousands of customer conversations a day, but unfortunately much of the enterprise intelligence that could be gleaned from those conversations is never used - because it is either too expensive to capture or too difficult to mine for useful information. Cisco solves these challenges by recording conversations on the network - rather than a device - simplifying the architecture, lowering costs, and providing optimum scalability.
Just as important, Cisco’s network-based recording approach allows the captured media to be quickly available to different applications - regardless of location - through simple application programming interfaces (APIs). These interfaces implement open web standards, enabling a new ecosystem of applications that can gather useful information from conversations, either in real time or afterward. Such information can provide insights into caller concerns, guiding customer service agents toward speedy first-call resolution, thereby improving agent productivity while increasing customer satisfaction. With Cisco, gaining valuable business intelligence from customer conversations is no longer a daunting challenge.

Problems that the product solves

Poor communication and coordination among staff

Low quality of customer support

Low employee productivity

Values

Ensure Security and Business Continuity

Improve Customer Service

Enhance Staff Productivity

Competitive products

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User features

Roles of Interested Employees

Chief Executive Officer

Chief Information Officer

Chief Technical Officer

Chief IT Security Officer