Context Service

July 20, 2015

COLLABORATION

Transforming Customer Care with the Cisco Collaboration Cloud

2 min read

Customers are interacting with organizations in many different ways – from voice to email, chat and social media – using a variety of devices including smartphones and tablets. Many organizations are still figuring out how to deal with the evolving customer who is using any channel, any device and at any time. You need collaboration […]

April 20, 2015

COLLABORATION

“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service

2 min read

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...

April 7, 2015

COLLABORATION

Enterprise Connect 2015 – it’s about communication, not technology

2 min read

Let’s step into the “way back machine.” It’s 1985, and my friends and I are waiting in a long line to purchase U2 concert tickets. We are beyond excited; they are coming to the Worcester Centrum and we are determined to score tickets for this momentous event! It’s a very, very long line at the […]

April 1, 2015

COLLABORATION

Track the Customer Journey with Cisco Context Service

2 min read

I was on a weeklong business trip to London last month, and as I made my way to purchase a ticket for Heathrow Express train, I realized that I had left my corporate credit card at home. It was close to midnight in London, and Heathrow Express was the perfect option because I was going […]

March 25, 2015

COLLABORATION

Context is Everything in Customer Care

2 min read

“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might make you think of something a coach yells to his players. On the other hand, if you’re teaching your teenage son to drive, it means […]

March 17, 2015

COLLABORATION

Context Matters: Announcing Context Service for Better Customer Care

2 min read

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some...