Webex Calling Customer Assist for business
Professionalise your team’s phone support with smart call queues, real-time supervision and artificial intelligence, inside the same Webex App you already use to call, chat and meet. Get your Webex licences through Neotel.
What is Webex Calling Customer Assist?
Webex Calling Customer Assist is Webex’s customer service solution for businesses that use Webex Calling, Webex’s cloud phone system. It adds advanced call queues, real-time supervision, analytics, Screen Pop with your CRM and artificial intelligence to the same Webex App, without the complexity of a contact centre. It is part of Webex’s customer experience offering (Webex CX), is designed for teams of 5 to 500 people and is distributed in Spain by Neotel, which handles set-up and local support.
For teams that handle customer calls every day
If customer calls in your company are answered “as and when”, Customer Assist brings order without long projects.
You don’t know how many calls you miss
Nobody sees how many customers hang up before someone answers.
→ Queue and abandonment analyticsCalls aren’t shared out
The same people always answer and the rest of the team doesn’t know.
→ Queues with automatic distributionNobody supervises live
Problems come to light once the customer has already complained.
→ Real-time supervisionCustomers repeat themselves
Every time they call, they have to explain who they are and what’s wrong.
→ Screen Pop with your CRMEverything your customer service team needs, inside Webex
One app
Agents join and leave queues, change their status and see queue activity without leaving the Webex App they use to call, chat and meet.
Real-time supervision
Live queue and agent status, reassigning agents between queues, plus listen, whisper, barge-in and call pickup.
Analytics and reporting
Received, answered and abandoned calls, wait times, service levels and performance by agent and by queue.
Advanced queues
Routing by availability and skills, priorities, business hours and holidays, announcements, queue position and callback.
Screen Pop with your CRM
When a call comes in, the agent sees the customer’s record from your CRM or ERP without having to ask who’s calling.
Artificial intelligence
Real-time transcription and summaries, preparation before answering based on the customer’s history, and notes when the call ends. In 15 languages.
Microsoft Teams integration
Handle Webex calls without leaving Teams, without changing how your team works.
The essentials of a call centre in Webex, without the complexity
Customer Assist covers what a team that handles phone calls really needs, inside the tool it already uses.
| Today, without Customer Assist | With Webex Calling Customer Assist | |
|---|---|---|
| Missed calls | Nobody knows how many | Measured by queue, day and agent |
| Distribution | Whoever is free answers | Automatic, by availability and skills |
| Supervision | After the fact, when there’s a complaint | Live: listen, whisper and barge-in |
| Customer data | Looked up during the call | On screen as the call comes in (Screen Pop) |
| Tools | Several separate apps | Just one: the Webex App, also from Teams |
Webex for business, backed by a Spanish operator
Authorised distributor
Get Webex Calling Customer Assist in Spain through Neotel, with more than 25 years in business communications.
Set-up
We configure your team’s queues, hours and permissions and train agents and supervisors.
Local support
A hands-on technical team in Málaga that knows your configuration.
Neotel also gives you the connectivity your cloud phone system needs: business fibre internet, business mobile plans and a 900 number for your customers.
Getting started with Customer Assist in 3 steps
We review your customer service
We look at how many people answer calls, which queues you need and how calls come in today.
We set it up
We configure queues, routing, business hours and the integration with your CRM and Teams.
Your team goes live
We train agents and supervisors and support you during the first weeks.
Neotel also develops its own AI-powered virtual PBX.
Frequently asked questions about Webex Calling Customer Assist
What is Webex Calling Customer Assist?
It is Webex’s customer service solution for businesses that use Webex Calling: advanced call queues, real-time supervision, analytics and artificial intelligence, built into the same Webex App your teams already use.
What is Webex Calling?
Webex Calling is Webex’s cloud phone system for businesses: calls with your company number from the Webex App on a computer or mobile, or from desk phones, with no on-site PBX. Customer Assist is added to Webex Calling to manage customer service.
Do I need Webex Calling to use Customer Assist?
Yes. Customer Assist is added to Webex Calling. If your company does not use it yet, Neotel helps you set it up together with Customer Assist.
What type of business is it for?
For SMBs and departments of 5 to 500 people that handle customer calls, such as technical support, customer service, after-sales or central reception, and that currently have no structured queues or visibility of what happens to their calls.
What supervision features does it include?
Real-time visibility of queue and agent status, reassigning agents between queues, and listen, whisper, barge-in and call pickup tools to step in when needed.
Does it include artificial intelligence?
Yes: real-time call transcription and summaries, automatic preparation before answering based on the customer’s history, and notes and follow-up tasks when the call ends. Available in 15 languages, including English and Spanish.
Does it integrate with Microsoft Teams and my CRM?
Yes. Your team can handle Webex calls without leaving Microsoft Teams and, with Screen Pop, see the customer’s record from your CRM or ERP as soon as the call comes in.
Is Neotel an official Webex distributor?
Yes. Neotel distributes Webex Calling Customer Assist in Spain as an authorised distributor and handles set-up, training and support.
How do I buy Webex Calling and Customer Assist licences?
Through Neotel. Tell us how many users and queues you need and we will send you a quote including the Webex licences, set-up and support.
How much does Webex Calling Customer Assist cost?
The price depends on the number of users and queues your team needs. Request a quote and a Neotel specialist will prepare a tailored proposal, with no commitment.
Request your Webex Calling Customer Assist quote
Tell us how many people handle calls and which queues you need, and we’ll send you a quote with the licences, set-up and support. If you prefer, write to us from our contact page.
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