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The Cisco Customer Care Power Chord

- October 13, 2017 - 6 Comments

On Thursday, April 24th, 1964, the four young Beatles walked into North London’s Abbey Road studio for a recording session. When they left that evening, the music industry was forever changed. Why? The Chord. The most famous chord in rock ‘n roll history.

The Beatles were seeking a dramatic opening for the song “Hard Day’s Night” in support of their upcoming movie of the same title. They achieved this result beyond all expectations. The combination of George Harrison’s 12-string electric, John Lennon’s 6-string electric, Paul McCartney’s bass, and a series of notes struck on a piano by the “5th Beatle” George Martin, produced an opening sound for the song never experienced before in music.

Two important results flowed from the impact of The Chord.

  • First, it motivated thousands of young people around the world to pick up a guitar and give it a try.
  • Second, it spawned a 50-year debate on what input notes and instruments used to by the Beatles to make such a sound. Some say it took extensive Fourier analysis to solve the debate in 2014.

We’ve been building our own power chord for customer care products. At its core, a chord is three notes that played together produce a harmonious sound. Our three powerful notes include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.

From a solution perspective, we’ve just launched Release 11.6 of our customer care software. The new release features a powerful set of capabilities, focusing on improvements in digital channel interactions, new deep data insights, agent desktop enhancements, and security updates. The result? You can take advantage of advanced routing for personalized customer care, context to improve customer journeys, and new open web interfaces to integrate partner applications – including the ability to seamlessly integrate AI and bots.

Cisco’s industry-leading Technology Partner ecosystem has been expanded by 50% in 2017, delivering new pre-built integrations that speed time-to-value. This helps us deliver a clear and relevant goal for our customers – The Connected Digital Experience.

The industry recognizes we’re making some noise of our own!

Find out more how Cisco can help you create a differentiated experience for your customers.

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6 Comments

    Fixed! Thanks Anonymous!

  1. yes... but it's "Abbey Road"not Abby Road....

      Thanks - you'd think I'd know better since I've been there! I'll get it fixed!

  2. The Power of CISCO Connected Digital Experience and 11.6 makes it a real compelling solution for Customers looking at the Future, Seamlessly adding on alternate channels, context as well as also the customers looking to migrate their Legacy Contact Center vendors facing extreme Financial Instability as well Uncertainity Of Product Roadmap and SUPPORT.

  3. Absolutely! The power of Cisco is increasing day by day, not only to solve today’s business challenges, but also helping customers with the strong strategy and vision.

  4. As a guitar player, I have a great appreciation for the complexity of many of the Beatles' songs, and the brilliance of George Harrison as a guitar wizard. The "guitar gods" of the second generation of rock have nothing on George Harrison. Similarly, we've seen separate "notes"(solutions) in the contact center come together harmoniously to change the industry, WFO for example, like the Beatles' power chords changed music. The connected digital experience is now changing how we view the customer experience. I wonder how music would have evolved if Lennon and Harrison were still around today, changing the musical landscape the way AI and bots will change the customer care landscape.

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