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Massimiliano Caranzano

Technology Solution Architect

Collaboration EMEAR

Massimiliano Caranzano is part of the EMEAR Collaboration team and oversees ecosystem partners and Customer Journey Solutions.

Massimiliano has been with Cisco for 22 years working as system engineer in Italy in both Enterprise and Service Providers teams, EMEA consultant, EMEA business development manager, advanced technologies Marketing manager for commercial market in Europe, Advanced Technologies Channel Leader for European and Emerging theatres, head of Collaboration partner organization EUROPE and senior manager in the World Wide Collaboration team.

Prior to joining Cisco, Massimiliano spent 2 years in the networking business working for the research center of Telecom Italia and previously was a researcher at University of Genova in the department of Telecommunication and Data networks.

Massimiliano has a Bachelor of Science degree in Electronic Engineering from the University of Genova, Italy.

Articles

April 27, 2020

COLLABORATION

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Artificial Intelligence implementations in contact centers are the primary way to improve first contact resolution (FSR) and drive customer experience and retention to a point where a huge percentage of the customer interactions can be resolved by well-designed bots.

February 5, 2020

1

COLLABORATION

Artificial Intelligence and the Future of Cisco Contact Centers

See how Cisco is expanding its partnership with Google Cloud to bring CCAI-enabled capabilities (such as conversational IVR, chatbots and agent assist) to its contact center portfolio.

January 21, 2020

8

COLLABORATION

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

AI is transforming traditional call centers into Cognitive Call Centers by transforming today's multilanguage challenges and making translation between languages a cinch.

December 10, 2019

7

COLLABORATION

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

See how the Contact Center business is undergoing a series of very important changes driven by technology innovation, social change, and the evaluation of new consumption models.

September 9, 2019

1

COLLABORATION

The Artificial Intelligence Journey in Contact Centers

See how the partnership with Cisco and Google unleashes all the power of Artificial Intelligence (AI) into a modern customer care architecture.

February 26, 2019

DEVELOPER

Web & Mobile On-prem Solution Maximizes Customer Experience

Customer Journey Solutions for communication via websites, chat, and mobile applications on smartphones are increasingly important to reaching business objectives.

December 13, 2018

DEVELOPER

Hybrid Chat for Cisco Journey Solutions

Combining Cisco architectures with Google artificial intelligence to build a hybrid chat solution through open API’s to allow easy customization of the end customer solution.