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Context Matters: Announcing Context Service for Better Customer Care

“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 questions about set-up. Are you calling about that same issue, or can I help you with something else?”

Calling customer service is never this painless or this easy. I usually start what can become a long, frustrating phone call by entering my account number into an interactive voice response (IVR) system. Typically, a customer service agent asks me to repeat it moments later. My call becomes a painful process of repetition. I provide numbers, ordering history, past calls to customer service, and loads of other information. And that’s before ever getting to how to solve the problem I called about in the first place.

But fast, painless, personal customer service is no longer just a dream.

Introducing Context Service for Cisco Contact Center

Today, we’re announcing Context Service for Cisco Contact Center, a cloud-based solution that tracks a customer’s critical contextual data and immediately delivers it to the service agent. Context Service integrates data from the various ways a customer can interact with your business – such as voice, chat, social media, email and web – to help the agent be better informed and make that service experience more appealing.

Context Service Diagram

With Context Service for Cisco Contact Center, a customer service agent has Read More »

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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  Read More »

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Indoor GPS: How We’re Personalizing the Mobile App Experience

Kenny Chen

We’re always looking for ways to improve the experience at Cisco tradeshows and other events. There’s free Wi-Fi. And attendees can download the Cisco Events app (powered by GenieConnect by Lanyon) for information about all global events. This includes conference agendas, surveys, interactive maps, a network connection, speaker and exhibitor listings, and more.

We’ve just taken another big step, with indoor wayfinding. The debut was at a Cisco sales event in London, held November 12-14, 2014. Attendees could see their current location on the app’s interactive event map, making it easier to find their way around. They also learned about upcoming sessions, games, and other news from banner ads that the events team swapped out throughout the day, without any involvement from the IT team. Read More »

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Project Squared: You Asked, We Listened

When we launched Project Squared in November of 2014, one of the things that was really important to us was to listen to our customers, and to use the things we heard to adjust the experience. We established several “listening posts” – ways for us to get feedback. Analytics and metrics were one way. Another way was a feedback capability right within the application. We encouraged our users to use the feedback feature to report problems, but to also make feature requests or generally tell us what they think.

Within a few weeks of launch, we already started to see some trends in the feedback we were receiving. The number one requested feature that we got – by a long shot – was the ability to leave a 1-1 room. For the engineering team, this was an unexpected request. Why do users want to leave a 1-1 room? After all, if a 1-1 room has no activity, it will downwards in the room list and you won’t see it anymore. So, what is the issue? Read More »

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Cisco Partner Weekly Rewind – February 27, 2015

Partner-Weekly-Rewind-v2Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

CRN announced their annual Channel Chiefs awards this week. Cisco was honored with six executives being named to this year’s list.

Bruce Klein kicked things off this week by congratulating the recipients. I followed up with short features on each of the named Channel Chiefs from Cisco. In case you missed it, there are short features this week on:

Join me in congratulating this year’s Channel Chiefs from Cisco!

Jimmy Kimmel debuts Wall of America

In case you missed Jimmy Kimmel’s show after the Oscars last Sunday, he introduced the “Wall of America.” Built by Cisco, the Wall of America is a giant video collaboration board he used to speak directly with people across America who watched the Academy Awards. For a more in-depth look at the Wall of America, check out Rowan Trollope’s blog Jimmy Kimmel Live Reimagines the Fane Experience with Cisco.

Check out the video and you can learn how to sign up to be on Jimmy’s show via Cisco’s Wall of America! Read More »

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