The Bots That Stole Christmas
When mobile phones were coming of age, everyone would say “there’s an app for that!” Nowadays, the phrase is quickly becoming “there’s a bot for that!”
Messaging Helps Informal Contact Center Teams Win
Informal customer care will continue to supplement formal customer care. Everyone in your organization should be able to provide customer support. Expect new ways of blending informal and formal customer care.
Cisco and BT Research the Digital Consumer
Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.
The Future of Bots and Artificial Intelligence
So what is the difference between Integrations and Bots? And what can you use them for?
Crowdsourcing Your Contact Center Agents. Is It Coming?
The Cisco Finesse agent desktop is designed to provide a great experience for customer support agents, and provides a flexible and open interface.
It’s A Bot Time – and Money
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.
Enterprise Connect 2017, Day 4: Panels, Quotes, Bunnies, Oh My!
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.