Cloud-based UC has gained particular traction with contact centers, allowing them to scale their operation quickly while offering an attractive cost model. Cisco’s WebEx Contact Center sweetens the deal with advanced analytics capabilities. This kind of analytical data is invaluable for contact center managers and supervisors who need greater insight into their team’s performance to inform their decision-making.

Bill Heinz, General Manager at PBX-Change, said, “In real-time, we can accurately see how quickly calls are answered and resolved, discover bottlenecks, and which agents are performing. With this data, our contact center partners can make the most informed split-second decisions. Cisco’s analytics platform gives our customers the information they need to deliver the best customer service to their clientele. Whether that means rerouting calls through their top performers or managing traffic dynamically to deal with spikes in demand.”

Cisco released its WebEx Contact Center following the purchase of BroadSoft in February 2018. Cisco WebEx Contact Center was formerly known as the Cisco Customer Journey Platform. With the recent acquisition, Cisco now services about 30% of the cloud-based contact center infrastructure market.

As a Cisco WebEx Contact Center authorized partner, PBX-Change is not only the first company authorized to sell and consult on this technology in Tampa Bay. It also joins an elite group North American providers who are Cisco WebEx Contact Center certified

“Building on our existing Unified Communication as a Service offering with this certification marks a new milestone for PBX-Change customers and reflects our commitment to addressing their cloud ambitions. We understand that every business is unique. We work with each of our customers to find the right technology mix for their needs” said Ryan Yaldor, CTO, PBX-Change

About PBX-Change
PBX-Change is a Tampa-based Internet and Telephony Service Provider specializing in voice and cloud services. The company easily and seamlessly connects employees, customers and applications to improve business performance for enterprises across the US. Results-driven companies rely on the PBX-Change Communications Cloud to reduce complexity and cost, improve individual and team productivity and performance, and enhance the overall customer experience. PBX-Change can connect any size business with state-of-the-art communications technology and empower clients with Fortune 500 voice, data, and IT solutions, allowing them to maximize their potential while staying within their budget. For more information, please visit

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