contact center solutions

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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.

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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.”

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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...

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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...

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In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...