Webex Customer Assist · PeachComm — a Cisco partner
Business Contact Center with Webex Customer Assist
Contact center software gives your team a phone setup where callers wait in a queue for the next available agent, and supervisors can see, coach and report on every call. Webex Customer Assist adds those tools to the Webex App your team already uses. Any Basic, Standard or Premium user can be upgraded to Customer Assist, which is sold as a separate package.
Already have call queues? Here's what Customer Assist adds
Every PeachComm license (Basic, Standard and Premium) includes call queues. Customer Assist is a separate package for the people who answer and manage those queues. Any user can be upgraded to it, so only your agents and supervisors need it.
| Feature | Call queues on Basic, Standard and Premium | Customer Assist |
|---|---|---|
| Agents per queue | Up to 50 | Up to 500 |
| Callers waiting in a queue | Up to 125 | Up to 250 |
| Agent queue view and screen pop in the Webex App | Not included | ✓ |
| Wrap-up reasons and timed wrap-up | Not included | ✓ |
| Auto-answer for faster pickup | Not included | ✓ |
| Supervisor: listen in on an agent's call | Not included (dial codes only) | ✓ |
| Supervisor: coach an agent during a call | Not included (dial codes only) | ✓ |
| Supervisor: barge in on an agent's call | Not included (dial codes only) | ✓ |
| Supervisor: message agents, change their status or sign out an agent | Not included | ✓ |
| Real-time and historical agent and queue views in the Webex App | Not included | ✓ |
| Reports tab in the Webex App | Not included | ✓ |
| AI Assistant for Customer Assist agents | Not included | ✓ |
| Queue recording and several phone numbers per queue | Not included | ✓ |
| Calling, chat and meetings in the Webex App | ✓ Standard and Premium | ✓ |
For agents: everything you need to take the next call
See the queue, set your status and take calls
- Live queue view: callers waiting, the longest wait and how many agents are free
- Set your status and join or leave queues with one click
- Auto-answer connects queue calls after a short tone
- Wrap-up reasons record how each call ended, with a timer before the next call
- Transfer, conference and call customers back from the same window
Know who's calling before you say hello
When an agent answers a queue call, screen pop opens a web page you choose, such as a customer lookup page. Agents can greet callers by name and skip the "Can I get your account number?" step.
For supervisors: see every queue and help in the moment
Monitor agents, coach them and join live calls
- Real-time view of every agent's status and every queue
- Listen in silently, coach the agent or barge in to help
- Message an agent, change their status, or sign out an agent
- Add agents to queues or remove them as call volume changes
- Historical agent and queue views, plus call details for each queue
Reports in the Webex App
The Reports tab gives supervisors real-time and historical agent and queue reports without leaving the Webex App. Pick a report, a date range and a time zone, generate it, and download it as a CSV file.
- Wrap-up reason reports show why customers called
- Queue agent activity reports show how each agent handled queue calls
- Up to 92 days of data in a single report
AI Assistant for Customer Assist agents
Notes and next steps, written for you
AI Assistant works alongside Customer Assist agents in the Webex App, before, during and after each call.
- Live call summaries and transcripts, so agents can focus on the caller
- Summaries and action items after the call
- Ask AI Assistant about the current call or earlier calls
- Background noise removal on calls
- Enhanced AI*, coming soon: call sentiment for supervisors, caller intent and shared summaries on transfer
Add-ons*: AI Receptionist answers routine calls and routes callers, available now. Webex Attendant Console helps a front desk see who is available and transfer calls quickly.
How switching works
- We review your queues.Tell us who answers calls, which numbers ring which team, and who supervises. We'll map out your queues and agents.
- We upgrade the right users.Only your agents and supervisors move to Customer Assist. Everyone else stays on Basic, Standard or Premium.
- We set it up and train your team.We set up screen pop, wrap-up reasons and supervisor access, then walk your agents and supervisors through the Webex App.
How it works: an example
This is a typical example.
Example: A lawn care company's busy office and service team
A lawn care company already runs its phones on Webex Calling. In the busy season, the office takes a steady stream of calls about scheduling, estimates and billing, and the service team fields calls about visits and treatments. Calls ring the right team, but the office manager can't see how many callers are waiting or step in when a call gets tricky.
With Customer Assist, the people who answer those calls would be upgraded, and the office manager would become the supervisor. Agents would see the queue and answer with auto-answer, then pick a wrap-up reason such as "Scheduling" or "Billing" after each call. The manager could watch both queues live, coach a newer agent during a call, and review each week's call stats. Everyone else in the company would stay on their current license.
Let's talk
Get a Customer Assist quote
Customer Assist is priced per user, and only your agents and supervisors need it. Tell us how many people answer calls and how many supervise, and we'll send a quote.
Customer Assist FAQs
Is Customer Assist included in Webex Calling?
No. Customer Assist is a separate package. Basic, Standard and Premium include call queues, and any user can be upgraded to Customer Assist to get the agent and supervisor tools. It includes calling, so an upgraded user keeps their phone features, and you only pay for the people who need it.
What's the difference between a call queue and Customer Assist?
A call queue holds callers until someone is free. Customer Assist adds screen pop, wrap-up reasons, auto-answer, AI Assistant for agents, and a supervisor view with monitoring, coaching and a Reports tab. It also supports larger queues: up to 500 agents and 250 callers waiting.
Does Customer Assist include AI?
Yes. AI Assistant for Customer Assist agents is available now. It writes live call summaries and transcripts, gives a summary and action items after each call, and answers questions about current and earlier calls. Enhanced AI features, such as call sentiment for supervisors, are coming soon and will be an add-on.*
What do agents and supervisors use?
Customer Assist runs in the Webex desktop app on Windows and Mac, for both agents and supervisors. On the Webex mobile app or a desk phone, users can still take queue calls as regular queue agents.
How much does Customer Assist cost?
Customer Assist is quoted per user. Ask for a quote, let's talk, or call 877-953-8741.
*Additional charges apply. Customer Assist handles phone calls. Some features need setup by PeachComm or your admin. See Plans & Pricing for the full feature list.