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Early Preview

Early Preview includes new features and enhancements that are actively being worked on and lined up to go live across all customers in the next 3-4 weeks. Our Early Preview runs on a separate URL from live production, and can be visited at https://cx.cloudcherry.com/preview/. All pushes to Preview happen post QA.

Visit What’s New to learn about recent releases that are live.


Last Updated on Jan 15, 2021

Fresh From Our Kitchen

Check out what’s new from our kitchen, and help shape our product and foster ongoing innovation with your feedback and ideas!


QB Usability Enhancement to Allow Easy Management Of Questionnaires
Webex XM
  • Insert a question anywhere in the questionnaire without the need for tedious drag and drop.
  • Guardrails to prevent human error by exposing dependency and usage in conditional text, display logic, etc.


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What’s Coming Up?

We are always working to bring to you new features, enhancements and fixing things. Based on the key outcomes that Webex Experience Management is trying to drive, we organize our efforts and features around these 4 themes listed below. Each theme ties back to key outcomes.

Listen - Features that help listen across the breadth and depth of your customer’s journey, that include continuous additions to our existing listening channels, integrations with a wide range of system-of-records, and expanding to newer channels to bring in transactional and operational data. More data means better insights and ‘Listen’ enables that.

Insight to Action - The focus for ‘Insight to Action’ is to mine and surface insights that can be acted upon to drive business outcomes. Starting from checking pulse of the customer, to monitoring trends & prioritizing actions, it provides clear visibility into what is impacting the bottom line and why.

Reduce Churn - What can Experience Management do to help retain and grow your customers? With modules like Loop Closure, you can quickly close the loop with customers, and in the process of doing so, help identify systemic issues that can be addressed within the organizations and help ‘Reduce Churn’.

XM Platform - Efforts that aim to build and improve the underlying platform along with the Open APIs and services of the underlying XM core platform that enable a whole range of outcomes.


Here’s a few things coming soon, grouped into Near Term (< 3 months) and Mid Term (3-9 months).

Near Term (< 3 months)

All of the features are committed roadmap items that are in various stages of our dual-track discovery and agile product development cycle.

Listen


Post Call Survey IVR for Cisco Webex Contact Center
Webex Contact Center
  • Collect customer feedback using a channel of choice after their interaction with an agent.
  • IVR feedback collection will happen in continuation of the call with the agent allowing customers to provide feedback in the context of the recent conversation.
  • These insights will be available for agents as CEA gadgets in Webex Contact Center.


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New Feedback App
Webex XM
  • A new Feedback App based on design principles that have been powering our battle-tested WebSurvey, bringing all the key capabilities and closing feature parity.

Reduce Churn


Targeted Trend Notification With Filters In Trigger Conditions
Webex XM
  • Look beyond overall trend notification of your metric by applying segments to conditions.
  • Create very targeted trend alerts for specific accounts, regions, themes, etc. and alert respective stakeholders.

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Insight to Action


Reclassification of Themes and Sentiment
Webex XM
  • Now improve the accuracy of deep-learn models by manually reclassifying Themes and Sentiment.
  • This also updates the Themes and Sentiment which could have been classified with low confidence.

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Ease of Navigation on the Dashboard With Reordering of Spaces
Webex XM
  • Now quickly reorder all the Spaces based on your preference.
  • Visual indication to quickly identify new Spaces assigned to you.
  • Pinning for Spaces will be deprecated as this capability provides far more flexibility.
Channel Performance Metric Reports to Include More Data Slices
Webex XM
  • Now, canned channel performance report can have different slices of response rates based on pre-defined prefills.
  • View metrics by different batches of data put on SMTP or S3.
  • Ability to schedule these reports.

XM Platform


Revamped Templates for All Email Communications
Webex XM
  • All email communication going out from Experience Management that uses rich HTML templates will be re-designed to follow the updated branding guidelines for Webex Experience Management. This allows for a more seamless experience for new users on-boarding, alerts, and notifications they receive, and the scheduled reports that are delivered to the inbox from time to time.

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Ability to Filter Inappropriate Language From the User Responses and Theme Cloud
Webex XM
  • Redact user comments on finding keywords from a configurable list to prevent exposure of sensitive information customer may have provided.
  • Identify and redact emails and numbers from user comments.
  • Hide themes from Theme widgets on keyword matches. This is useful to remove industry-specific words that are frequent but not insightful.

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Enhancements to the Activity Logs
Webex XM
  • Improved coverage of logs.
  • Enhancements to readability by providing more appropriate names.
  • Available in user timezone with a clear indication in the report.

Mid Term (3-9 months)

Roadmap items where there is commitment to the problem statement, but active R&D exploration is still in progress. This is a soft commitment to product feature launches, subject to new market learnings.

Listen


Customer Journey for Contact Center
Webex Contact Center
  • Consolidated customer journey looking beyond customer feedback, capturing their interactions with the contact center across different channels like voice and chat, and additional touchpoints such as activity on the company’s website.
  • Quick and easy access for agents to customer’s recent activity across these channels allowing them to understand the possible context for contacting before engaging with the customer.
  • Details of every interaction logically grouped, allowing agents to access this data with ease and at a glance.
  • Customer profile that will evolve to include and merge customer activity data from different customer identifiers and provide an in-depth view of the customer’s relationship with the brand or company.

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Unify Omni-Channel Cloud Communication & Listening
Webex Contact Center
  • Listen using Experience Management over a wide range of channels including SMS, Email, Apple Business Chat, WhatsApp, Voice, Live Web-Chat, In-app Messaging, Facebook Messenger, Twitter Direct Messages, and WeChat.
  • Out-of-the-box listening across all interaction channels on the Cisco cloud communication platform.
  • Flexibility to listen across the entire customer journey at a more granular level using a wide range of channels.
  • Capability to easily wire any custom channel by 3rd party vendor to enable listening using Experience Management.

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New Feedback App
Webex XM
  • A new Feedback App based on design principles that have been powering our battle-tested WebSurvey, bringing all the key capabilities and closing feature parity.
Improved Multi-Lingual Support for Channels to Offer Deeper Personalization
Webex XM
  • Offer a better experience for your end customers and staff.

Reduce Churn


Loop Closure Ticket Summary on the Dashboard
Webex XM
  • Agents and frontline employees on loop closure can now get an aggregate summary of their tickets. A quick glance to understand open tickets, escalated, AHT, etc.
Call & Email Support on Loop Closure
Webex XM
  • Ability to reach out to customers via call or email from within the loop closure module on the product, streamlining the agent experience.

Insight to Action


Cisco AI integration for real-time sentiment and theme analysis of live or recorded calls
Webex Contact Center
  • Live or recorded call transcripts come together with the powerful text and sentiment analysis engine powered by Cisco AI. This empowers agents using Experience Management to understand the pulse of the customer by viewing experiential data combined with the caller’s sentiment.
  • Cisco AI text and sentiment analysis engine will be available in addition to Deep Learn, Azure ML, IBM Watson, to power Experience Management Text Analytics as an option.
Channel Performance Metric on the Dashboard
Webex XM
  • With an easy CrossTab based interface, view and analyze channel performance metrics such as response rates and various slices of it by prefills.
Experience Management Stories for Contact Center
Webex XM
  • AI-powered Experience Management Stories automatically tracks and alerts significant changes in contact center metrics.
  • View Stories as a series of insights that tell what has changed, what may have contributed, and what should the next actions be.
  • Stories can be annotated to add layers of business context.

XM Platform


Streamlined Admin Experience With Improved Profile and Account Settings & Integration
Webex XM
  • A complete re-design of user preferences, user and admin settings, and integrations section to allow users and admins to set up and manage Experience Management better for the organization. This exercise is also aimed at eliminating all usability issues that are currently present across different sections of account settings and edit profile.
Improvements in Flexibility to Customize Product E-Mails
Webex XM
  • All Alert/Notification emails to have a tabular view of response data for better readability.
  • More alerts from Loop Closure.
  • All emails as part of user on-boarding to be revised keeping user context in mind.
  • All error alerts to have more details to enable RCA.
Performance Improvements to Customer Journey Map
Webex XM
  • Improved load performance and improvements to the interactive visualization of the customer journey map.
Integration With Cisco Common Identity
Webex Contact Center
  • Externalize Authentication, Authorization, and identity management from Webex Experience Management application and services.
  • Users of an org who have been onboarded via CI can use CI to login Experience Management directly.
Dashboard Performance Improvements for a Very Large Number of Responses
Webex XM
  • Faster dashboard loads for large time-periods and standard date ranges.
  • For dashboards configured in fast processing mode, automatically transition to high precision once data loads in the background.

Unplanned

Roadmap items that are possibly exploratory, subject to market needs, customer inputs, engineering exploration, or radical innovation that need time to assess.

Listen


Export Questionnaire As Word/Sharable Link
Webex XM
  • Download questionnaires created in Webex Experience Management as a word file that can be shared for review.
Listen to Customers Using Your Mobile App With Our Updated In-App SDK Channel
Webex XM
Omni-Channel Explorer to Discover Our 17+ Channels
Webex XM
Amazon Alexa as a Listening Channel With Ready Skill SDK
Webex XM

Reduce Churn


Managing and Publishing Feedback Comments to Your Website
Webex XM
Journey Orchestration to Tailor Journey Based on Previous Experience
Webex Contact Center

Insight to Action


Benchmark Your Contact Center within Cisco’s Base to Set Goals & Drive Improvements
Webex Contact Center
Better Actionability and RCA With Contextual Verbatim for Widgets
Webex XM
  • Widgets to show contextual verbatim for better actionability.
  • Algorithmic matching of verbatim to detect key attribute.
TV Mode - High-Density View With Multiple Columns of Widgets
Webex XM
  • Support for auto-refresh for kiosks and TVs.
Curated Stories for Data Storytelling Across the Organization
Webex XM
  • Curated Stories: Users select a series of widgets to create compelling data storytelling and collaborate across the organization.
Delight Meter With Complex Composite Indices
Webex XM

XM Platform


Internationalization Support for Contact Center Gadgets
Webex Contact Center
FedRAMP Compliance
Webex XM
  • Deploy to Azure’s dedicated government region which is fully FedRAMP certified.
  • Enable all federal workloads to run on a single-tenant and compliant.
Power Tools for Widget Creation and Metric Library Management
Webex XM
  • Quick filters based on the chart type to easily get to specific metric in a large list of created metrics.
  • Updated metric preview to align the way the metric looks in the dashboard.
  • Auto-height logic based on data density to be built into metric creation with a manual override option for both basic and composite metrics.
QB Sandbox With Version Control and Publish Changes for Better Change Management
Webex XM
WCAG Certification for Primary Channels
Webex XM

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