contact center

December 18, 2017

COLLABORATION

Six Contact Center Predictions for 2018

Cisco's contact center business has held number-one market share in North America for four straight quarters. Here are six things we foresee for the customer care industry in 2018.

December 13, 2017

COLLABORATION

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.

December 11, 2017

COLLABORATION

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.

November 10, 2017

COLLABORATION

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.

October 13, 2017

COLLABORATION

The Cisco Contact Center Power Chord

We’ve been building our own power chord for customer care products -- 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.

August 30, 2017

COLLABORATION

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.

August 2, 2017

COLLABORATION

How Sales Teams Can Transform Customer Relationships

Collaboration technology can both improve the way sales teams collaborate internally, as well as evolve customer contact from phone calls to a collaborative experience. When customers are engaged and feel connected, they are more likely to buy into what you’re selling.

May 18, 2017

COLLABORATION

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.

March 30, 2017

COLLABORATION

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.