Everything You Need to Know About CJP

The customer journey platform being symbolized by a long and empty rural road

Everything You Need to Know About CJP

July 15, 2019 | Darcy Dunham

Customer Journey Platform

Premium customer service has always been the leading priority for Superior Contact, our Marquette-based contact center. Equipped with cutting-edge technology and a wealth of industry experience, we work to increase customer satisfaction, boost revenue and build brand loyalty for your business. Consequently, it should come as no surprise that we’ve adopted Cisco’s newest contact center solution, Customer Journey Platform, or CJP for short. So let’s talk about what CJP is exactly, and why you should be excited about it.

Defining the Customer Journey Platform

CJP is a modern contact center solution that is centrally managed and creates a single, global queue in the cloud from which omni-channel customer interactions route to one or more teams, or multiple sites. This Software-as-a-Service (SaaS) offering brings together information from all customer applications and data sources into a single, unified view that can be used to better analyze, understand, manage and automate customer interactions in fresh and innovative ways.

We all know that agents and customer activities are directly linked to business outcomes. CJP provides us with the insight needed to optimize the customer journey from beginning to end by improving agent performance and productivity and increasing customer retention and satisfaction. If that doesn’t sound like an uptick in revenue, we’re not sure what does. This is exciting stuff, people!

Optimizing Contact Center Performance

By implementing CJP, we are now able to anticipate — and proactively meet — the service needs of your customers at each stage of their customer journey. As calls come in, we can serve the customers in the context of their history, leading to improved customer satisfaction. But how does that all work? The Customer Journey Platform has many features and capabilities that allow us to optimize Superior Contact’s performance

Essentially, the Customer journey platform gives us control over every incoming and outgoing interaction from a central point, regardless of organization, technology or location. It even knows which agents, teams, sites and partners are available at any given time. By leveraging the data from multiple systems and applying predictive analytics, the customer journey platform dynamically predicts each customer’s needs and sends their call or message to the agent with the best performance record for handling it. There are also additional collaboration capabilities that allow agents to communicate with peers at all times, whether they’re sitting inside the contact center or not. This increases the likelihood of solving those tricky customer service issues on the first call.

Maximizing Your Superior Investment 

Analytics, collaboration and agent performance management are the three key initiatives that differentiate today’s most successful contact centers. At Superior Contact, every single interaction is seen as an opportunity to cultivate a better brand experience, one that resonates with your audience and keeps them coming back for more. We’re not just your BPO — we’re a strategic corporate asset that effectively contributes to your bottom line.

Implementing Cisco’s Customer Journey Platform will allow us to gain centralized control of contact center operations from the cloud and take advantage of fresh, innovative functionality. Together, we can optimize contact center productivity, enhance business outcomes and create more sophisticated customer journeys.

 

Contact us today to enhance your customers’ journey!

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