contact center

May 18, 2017

COLLABORATION

It’s A Bot Time – and Money

1 min read

Almost every innovation in contact center technology in the last 40 years was designed to attack the issue of time savings. The next wave of innovations is well underway. This time, it's an exciting new array of bots, AI, and machine learning. These are a critical set of enablers that deliver a true “next generation” customer experience.

March 30, 2017

COLLABORATION

Enterprise Connect 2017, Day 4: Panels, Quotes, Bunnies, Oh My!

4 min read

Things were a bit quieter at Enterprise Connect today as the event came to a close with a few morning sessions and the final summary panel. The bits and bytes and shiny new hardware and software are great, but as many people repeated this week – it’s about the experience, it’s about the people, it’s about what technology allows us to do that makes the difference.

March 28, 2017

COLLABORATION

Customer Care for Teams: Announcing Cisco Spark Care

2 min read

Cisco Spark care is a digital customer care solution for help desks and small teams of up to about 20 users. Groups like these can use Cisco Spark care to support external or internal customers via web chat and callback.

March 27, 2017

COLLABORATION

Enterprise Connect 2017, Day 1: Panels, New Products, Gators

4 min read

In today’s episode, I cover a few of the day's panel discussions and provide an overview of the latest Cisco product announcements. Cisco execs Javed Khan, Chris Botting, and Jens Meggers held strong on three good panels, And we announced more innovations and capabilities for the Cisco Spark platform. All in all, it was a busy day -- and a good one.

February 23, 2017

COLLABORATION

Platform Migration Doesn’t Have to Be a Headache

1 min read

Taking on a major technology migration can be a complete headache. What if you could migrate from your current platform with a proven, cost-effective deployment? Let Cisco Advanced Services deliver the collaboration platform for the way you work today.

February 11, 2017

COLLABORATION

Trusted Options for Avaya Customers

6 min read

Avaya’s recent announcements have put a lot of people into the decision process. Making a major business technology purchase isn’t something you can take lightly. To figure out who you trust with your unified communications and customer care, asking a lot of questions will get you the answers you need.

February 10, 2017

COLLABORATION

Cisco Collaboration a Leader in 5 Gartner Magic Quadrant Reports

3 min read

Cisco is positioned as a leader in all five Gartner Magic Quadrants in which Cisco Collaboration participated over the last year, which confirms both the strength of our portfolio and our vision for the future.

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

2 min read

While watching soccer in the United Kingdom (or as the rest of the world calls it, football), I metaphorically started to think of how the modern contact center has become what I refer to as the “digital goalkeeper.” Think of your contact center as your “digital backstop” and your agents as your “digital goalkeepers.”

January 13, 2017

COLLABORATION

Switching UC & Contact Center Providers Can Be a Relief

3 min read

In Industry shake-up times like these, you may worry about your contact center solution – and the impact on your customers: Will my solution still have support? Will my maintenance costs rise? What about new capabilities and innovation? If you're responsible for your company's customer care or unified communications (UC) solutions, these questions can keep you up at night. But there's good news. Many businesses have successfully changed contact-center and UC vendors.