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(This message was added in version 6.7.0.) in /home/mother99/jacksonholdingcompany.com/wp-includes/functions.php on line 6114Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs<\/a><\/p>\n \u200b[[{“value”:”<\/p>\n Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store.<\/p>\n 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed.<\/p>\n Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2.<\/p>\n <\/a><\/p>\n <\/a><\/p>\n In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\n Check back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\n “}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>","protected":false},"excerpt":{"rendered":" <\/p>\n Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs<\/a><\/p>\n \u200b[[{“value”:”<\/p>\n Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store.<\/p>\n 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed.<\/p>\n Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2.<\/p>\n <\/a><\/p>\n <\/a><\/p>\n In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\n Check back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\nSession Breakdown and Agent Handover<\/h2>\n
Channel Breakdown<\/h2>\n
Online Interactions [Q1 FY24]<\/strong><\/h3>\n
Online Interactions [Q2 FY24]<\/strong><\/h3>\n
Conversation Topics<\/strong><\/h2>\n
Session Breakdown and Agent Handover<\/h2>\n
Channel Breakdown<\/h2>\n
Online Interactions [Q1 FY24]<\/strong><\/h3>\n
Online Interactions [Q2 FY24]<\/strong><\/h3>\n
Conversation Topics<\/strong><\/h2>\n
![<\/a><\/p>\nOnline Interactions [Q2 FY24]<\/strong><\/h3>\n<\/a><\/p>\nConversation Topics<\/strong><\/h2>\nIn-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\nCheck back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\n\n\t\tShare\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\nShare:<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\n“}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>","protected":false},"excerpt":{"rendered":"<\/p>\nFive months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs<\/a><\/p>\n\u200b[[{“value”:”<\/p>\nFive months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store.<\/p>\nSession Breakdown and Agent Handover<\/h2>\n455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed.<\/p>\nChannel Breakdown<\/h2>\nCustomers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2.<\/p>\nOnline Interactions [Q1 FY24]<\/strong><\/h3>\n<\/a><\/p>\nOnline Interactions [Q2 FY24]<\/strong><\/h3>\n<\/a><\/p>\nConversation Topics<\/strong><\/h2>\nIn-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\nCheck back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\n\n\t\tShare<\/p>\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\nShare:<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\n“}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>\n<\/p>\n","protected":false},"author":0,"featured_media":2539,"comment_status":"","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-2538","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cisco-learning"],"yoast_head":"\nWebex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - JHC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm\" \/>\n<meta property=\"og:description\" content=\"Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs \u200b[[{"value":" Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store. Session Breakdown and Agent Handover 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed. Channel Breakdown Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2. Online Interactions [Q1 FY24] Online Interactions [Q2 FY24] Conversation Topics In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location. Check back next quarter to see how Webex Connect performed in Q3! Share Share: "}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More\u00a0Cisco Blogs\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\" \/>\n<meta property=\"og:site_name\" content=\"JHC\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-23T00:50:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"1\" \/>\n\t<meta property=\"og:image:height\" content=\"1\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm\",\"datePublished\":\"2024-02-23T00:50:57+00:00\",\"dateModified\":\"2024-02-23T00:50:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\"},\"wordCount\":415,\"publisher\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif\",\"articleSection\":[\"Cisco: Learning\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\",\"url\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\",\"name\":\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - 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With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store. Session Breakdown and Agent Handover 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed. Channel Breakdown Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2. Online Interactions [Q1 FY24] Online Interactions [Q2 FY24] Conversation Topics In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location. Check back next quarter to see how Webex Connect performed in Q3! Share Share: \"}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More\u00a0Cisco Blogs\u00a0","og_url":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","og_site_name":"JHC","article_published_time":"2024-02-23T00:50:57+00:00","og_image":[{"width":1,"height":1,"url":"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif","type":"image\/gif"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#article","isPartOf":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/"},"author":{"name":"","@id":""},"headline":"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm","datePublished":"2024-02-23T00:50:57+00:00","dateModified":"2024-02-23T00:50:57+00:00","mainEntityOfPage":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/"},"wordCount":415,"publisher":{"@id":"https:\/\/jacksonholdingcompany.com\/#organization"},"image":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#primaryimage"},"thumbnailUrl":"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif","articleSection":["Cisco: Learning"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","url":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","name":"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - 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![<\/a><\/p>\nConversation Topics<\/strong><\/h2>\nIn-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\nCheck back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\n\n\t\tShare\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\nShare:<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\n“}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>","protected":false},"excerpt":{"rendered":"<\/p>\nFive months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs<\/a><\/p>\n\u200b[[{“value”:”<\/p>\nFive months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store.<\/p>\nSession Breakdown and Agent Handover<\/h2>\n455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed.<\/p>\nChannel Breakdown<\/h2>\nCustomers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2.<\/p>\nOnline Interactions [Q1 FY24]<\/strong><\/h3>\n<\/a><\/p>\nOnline Interactions [Q2 FY24]<\/strong><\/h3>\n<\/a><\/p>\nConversation Topics<\/strong><\/h2>\nIn-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location.<\/p>\nCheck back next quarter to see how Webex Connect<\/a> performed in Q3!<\/p>\n\n\t\tShare<\/p>\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\nShare:<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t\t<\/a>\n\t<\/div>\n<\/div>\n\n\n\t <\/a>\n\t<\/div>\n<\/div>\n<\/div>\n“}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>\n<\/p>\n","protected":false},"author":0,"featured_media":2539,"comment_status":"","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-2538","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cisco-learning"],"yoast_head":"\nWebex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - JHC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm\" \/>\n<meta property=\"og:description\" content=\"Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs \u200b[[{"value":" Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store. Session Breakdown and Agent Handover 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed. Channel Breakdown Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2. Online Interactions [Q1 FY24] Online Interactions [Q2 FY24] Conversation Topics In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location. Check back next quarter to see how Webex Connect performed in Q3! Share Share: "}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More\u00a0Cisco Blogs\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\" \/>\n<meta property=\"og:site_name\" content=\"JHC\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-23T00:50:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"1\" \/>\n\t<meta property=\"og:image:height\" content=\"1\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm\",\"datePublished\":\"2024-02-23T00:50:57+00:00\",\"dateModified\":\"2024-02-23T00:50:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\"},\"wordCount\":415,\"publisher\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif\",\"articleSection\":[\"Cisco: Learning\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\",\"url\":\"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/\",\"name\":\"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - 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JHC","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","og_locale":"en_US","og_type":"article","og_title":"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm","og_description":"Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.\u2026 Read more on Cisco Blogs \u200b[[{\"value\":\" Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store. Session Breakdown and Agent Handover 455 total chatbot sessions occurred at the Cisco Store in the first quarter of FY24, but that number jumped to 599 in the second quarter, an almost 32% increase. The number of sessions handled by the bot also increased from 193 in the first quarter to 288 in the second quarter, while the number of total agent handovers increased from 262 to 311. This means that not only were more people interacting with the chatbot, but the bot was able to handle 49% more sessions while still giving customers the opportunity to speak to live agents as they saw fit, all while retaining the conversation context. Webex Connect\u2019s easy interface makes it convenient for a small staff to continuously improve the bot\u2019s responses and speak directly with customers whenever needed. Channel Breakdown Customers can select their preferred channels to interact with the chatbot. Over Q2, 97% of the bot\u2019s sessions occurred on the web. The online vs. in-person patterns of shoppers stayed consistent from Q1, as was seen by the almost 59% increase in online interactions. There was a marked decrease in in-person interactions, presumably due to the holiday season that dominated Q2. Online Interactions [Q1 FY24] Online Interactions [Q2 FY24] Conversation Topics In-person store visitors throughout Q2 generally asked the chatbot questions regarding customer tours, engagement with a live agent, order tracking, women\u2019s apparel, and men\u2019s apparel. Online store visitors asked questions around order tracking, gift vouchers, and customer support. Placing orders and receiving assistance has never been easier using Webex Connect, and customers can get their order questions easily answered through a couple of quick interactions rather than having to drive to an in-store location. Check back next quarter to see how Webex Connect performed in Q3! Share Share: \"}]]\u00a0\u00a0Checking in on Webex Connect\u2019s second quarter at the Cisco Store.\u00a0\u00a0Read More\u00a0Cisco Blogs\u00a0","og_url":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","og_site_name":"JHC","article_published_time":"2024-02-23T00:50:57+00:00","og_image":[{"width":1,"height":1,"url":"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif","type":"image\/gif"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#article","isPartOf":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/"},"author":{"name":"","@id":""},"headline":"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm","datePublished":"2024-02-23T00:50:57+00:00","dateModified":"2024-02-23T00:50:57+00:00","mainEntityOfPage":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/"},"wordCount":415,"publisher":{"@id":"https:\/\/jacksonholdingcompany.com\/#organization"},"image":{"@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/#primaryimage"},"thumbnailUrl":"https:\/\/jacksonholdingcompany.com\/wp-content\/uploads\/2024\/02\/16588929-N8xE0I.gif","articleSection":["Cisco: Learning"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","url":"https:\/\/jacksonholdingcompany.com\/webex-connects-second-quarter-anjana-iyer-on-february-22-2024-at-739-pm\/","name":"Webex Connect\u2019s Second Quarter Anjana Iyer on February 22, 2024 at 7:39 pm - 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