Partner Success Story: Finesse APIs Bring Call Intelligence to the Contact Center
I always feel the need to get my hands on a product to fully understand it; the Cisco UCCX Sandbox environment made this a possibility and within a couple of hours I was making and answering phone calls within Finesse, and all at no cost.
7 Things to Know About AI and Contact Center
Seven things to know AI and contact center that could result in lower costs and better service for customers globally.
A New Groove: Cisco Contact Center Release 11.6
In developing Contact Center Release 11.6, our team worked closely with partners and a record number of field trial customers. They followed four key principles: flexibility, usability, simplicity, and great experience.
Contact Center: The Digital Goalkeeper
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.”
Get on the Same Page as Your Customer with Co-browsing
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.
Mr. Spock Meets The Contact Center
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...
Should I Use Cisco Spark in my Contact Center?
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...
“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...