contact center

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.

2 min read

Customer interaction is getting personal. The new era points to a concierge customer-service experience via video, allowing much more intimate and rich conversations. Contact centers have an enduring business requirement to capture and analyze customer interactions for quality, training, satisfaction rates, and such. Businesses need a way to capture video interactions and derive value from deeper analytics.

2 min read

Cisco Remote Expert Mobile and Co-browse provides a quick mechanism to set up web-sharing session with call center agents. In recent reports, Aberdeen lists the following as benefits of co-browsing: Customer-satisfaction ratings of 78% with co-browsing compared to 47% for web self-service. Four-times more positive customer mentions within social media channels.

3 min read

We're all bombarded predictions from so-called experts. But who do you trust? I believe it's important to have a strong track record. Our predictions for 2016 were on point and there’s more on the horizon. My team and I put together five predictions for Customer Care in 2017.

1 min read

Cisco's next-generation software for contact centers is now available. Connected Digital Experience allows you to deliver contextual, continuous, and capability-rich journeys for your customers.

2 min read

Regardless of where you are in adopting collaboration technologies, we’re focused on delivering what works best for your needs. Cisco Collaboration Systems Release 11.5 is evidence of that constant evolution. It delivers many new and improved features in three areas: Security and Compliance, Administrator and User Experience, and Extended Collaboration.

2 min read

Gartner recently published its annual Magic Quadrant for Contact Center Infrastructure, Worldwide report. And for the fifth year, Cisco is positioned highest in "Ability to Execute." Gartner bases Ability to Execute on several criteria, including the breadth, quality, and overall maturity of vendors' applications; their customer support capabilities; and their ability to deliver solutions that enable contact center operations in the formal contact centers of midsize or large enterprises.

2 min read

Fun at work? For me, it’s making stuff customers need. I admit that I have long been a skeptic of the “Fun at Work” movement. It’s not that I don’t like to have fun at work, but “the movement” seemed so shamelessly upbeat and forced. This fun was not natural for me. I was vigorously […]

2 min read

Video is the best way to have a great customer interaction that helps to build trust and gain context. It also increases upsell and cross sell opportunities.