Press Release

BrightCloud Group, the contact centre and customer experience specialist, is leading the way in next generation customer experience technology, after achieving Cisco Webex Experience Management (WxM) Accreditation.

As one of only two UK companies to receive full accreditation, BrightCloud Group can now integrate the WxM platform into contact centres to enable businesses to gather and analyse data from every interaction in a customer’s journey, taking a holistic view and bringing together intelligent data from all touchpoints.

A first for contact centre and customer experience technology, with WxM, customer feedback and insight, whether from in-store experience, social media engagement, postcode surveys, feedback on a product’s performance or from agent to customer calls, can be collated and analysed.

This insight can be harnessed to measure the quality of customer engagement strategies while providing predictive applications that drive revenue, performance and improve profits as a result of providing a better customer experience.

Richard Hall, CTO of BrightCloud Group, comments: “Achieving this latest accreditation means that we can continue to expand our own capability in offering the best of breed contact centre solutions, while helping our partners to recognise the tangible benefits of mapping and improving customer experience.
“No one has the data to analyse the customer experience to this level. With consumer behaviour continually evolving, it is now a necessity for customer engagement to become personalised and meet with individual preferences. This is achieved through real time analytics.
“By integrating the WxM platform, businesses can scrutinise and change each touch point of a customer journey, predict the impact of these changes and, ultimately, ensure that their customer experience is delivering to the expectations of the customer. This is critical not only to help paint a picture of individuals’ requirements, but to also act as an indicator of how well a business is performing.
“This is more than mapping satisfaction; it really is the next generation of customer experience that helps organisations understand behaviour and respond accordingly for continued growth and where applicable, increase revenue-generation and profit.”

BrightCloud Group is a leading specialist in the contact centre industry, deploying innovative world-class contact centres for clients across Europe.