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The Future of Skills-Based Routing – Fasten Your Seatbelts

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

Call center agents have complex layers of skills that help them address specific customer questions and needs in order to deliver first contact resolution. Suppose, for example, that a customer requires a Spanish-speaking sales expert who knows Rhode Island auto insurance laws and code.

To make it more complicated, agents are constantly increasing their skill levels and adding new ones.  Suppose, for example, that the same agent has recently added new knowledge of Rhode Island boat insurance code, has added basic expertise in a service skill, and has increased his or her level of Spanish fluency.  Now multiply this by the thousands of agents that sizeable call centers employ.

 

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Discover the True Power of Recorded Calls

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

It’s important to capture conversations with customers, and simply recording those calls requires complex recording devices and massive amounts of expensive storage.  Then there is everything that needs to happen post-recording—sorting out calls that need scrutiny, and analyzing them for areas of improvement.

In the past, most of the resources, emphasis, and thought of a company about capturing calls went into developing or purchasing the upfront recording device. But what about the tools for employees who need to find and analyze these calls? What does all this massive data really say?

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The Timely Demise of Computer Telephony Integration

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

CTI (Computer Telephony Integration) is dead. Time, cost and complexity killed it. We should remember the good times that CTI brought us—agent screen pops, integration with back-office systems, driving the agent desktop application and softphone.  But, while we celebrate the good things that CTI gave us, we need to think about how much better things can be.

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The Cisco Intercompany Media Engine — Placing the First Secure, Voice and Video Intercompany Calls

by Joe Burton, chief technology officer, Cisco Voice Technology Group

 

Last Wednesday, The Cisco Intercompany Media Engine enabled the first secure, voice and video calls between companies using phone numbers that were already available.

 

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The Cisco Intercompany Media Engine Enables Boundary-less Communications

by Darren Kay, Enterprise Architect of Dimension Data Australia

In November, Cisco announced the Cisco Intercompany Media Engine. The Intercompany Media Engine gives people business-to-business communications capabilities over any IP network. It’s a brand new product that enables boundary-less communications between organizations, including business partners, customers, and suppliers. The idea is to make communications between separate companies and organizations as effortless as it is within a single organization.

With the Intercompany Media Engine, your communications travel over an IP network or the Internet, but you use the phones you are already using, the numbers you are already dialing, and the contact lists you have already entered. It doesn’t even matter whether you’re working within or outside of your company. The ease, efficiency, and overall experience of communicating with each other will be exactly the same.

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