3 Contact Challenges Solved by CDW’s Contact Directory Application for Webex

Managing communication within your organization has never been more important — and CDW has a new solution to address this essential need.

If you’re using Cisco’s Webex Calling or Webex Contact Center and find yourself (frequently) searching for better ways to connect with the right people at the right time, our Contact Directory Application is the answer.

Integrated with Cisco’s platforms, this application eliminates communication gaps and lends your team the ability to respond faster and with greater precision, driving both employee and customer satisfaction.

We understand the demand for efficient and expeditious communication within modern workplaces. Endless waiting for responses or struggling to identify the best contact to go to within your organization can waste time and compromise productivity.

Here are three primary challenges that CDW’s Contact Directory Application solution can alleviate.

1. Quicker Resolution Times
Finding the right person in your organization should be as simple as a few clicks. With our application, it is no longer necessary to waste time cold-calling contacts, hoping for an answer. Instead, you can pinpoint the correct person and connect quickly, ensuring faster issue resolution and minimized downtime.

2. Multiple Methods of Communication
Fast-moving business environments require communication flexibility. CDW’s Contact Directory Application allows you to choose your communication method — make a phone call, send an email, send an instant message or leave a voicemail. This multichannel approach means that you can connect effectively, in any situation and with your preference in mind.

3. Improved Employee and Customer Satisfaction
Faster, more efficient communication reduces frustration for employees trying to collaborate and for customers awaiting resolution. By equipping your team with this tool, you can usher in smoother workflows and happier stakeholders.

Our Contact Directory Application brings needed capabilities to Cisco Webex Calling and Webex Contact Center users. Designed with input from real-world use cases, here are some key features of this solution:

• Security: Log in with single sign-on, reducing password fatigue and ensuring secure access.
  
  
• Robust search functionality: Effortlessly locate contacts by name, department, title, phone number, company or location.
  

• Presence status: Confirm whether contacts are available for communication before initiating a call.
  

• Seamless contact initiation: Start an email in Outlook or a Teams or Webex chat within our custom application, with users having the ability to save their chat preference for each client.
  

• Advanced call control: Manage calls seamlessly — transfer, consult or set up conference calls with ease.
  

• Customizable interface: Tailor the directory to meet your team’s needs by arranging columns, synchronizing multiple Active Directory instances and even supporting hot desking.
  

• Organized contact grouping: Access and manage contacts through intuitive tabs for individuals, hunt groups and contact center queues.

Our Contact Directory Application stems from real customer experience.

A banking organization based in the Midwest came to us needing an efficient solution for managing contacts within their Cisco environment. Because Cisco lacked a native tool to meet this need, CDW stepped in. Through a phased rollout, we developed an application that resulted in quicker resolution times, the ability to communicate across multiple channels, and upticks in employee productivity and customer satisfaction. This is what we do.

Since becoming the first Cisco Master Collaboration Partner, CDW has worked with enterprise organizations for more than 20 years to deliver solutions rooted in expertise and a shared vision for customer success. With over 1,300 Cisco-certified employees, our team has the knowledge and drive to help you overcome obstacles on any timeline, across industries, for amazing business outcomes.