contact center

3 min read

Your contact center agents’ journey plays a critical role in customer experience Often what should be obvious is not all that obvious If we had to think through every possible...

5 min read

AI is shaping the future of customer experiences and the contact center Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According...

2 min read

Time distortion is a common inflection point for positive or negative customer interactions. This is very true when managing a contact center.

2 min read

We are excited to participate at Google’s Cloud Next conference where we are announcing enhancements to some of the solutions we are building with Google.

5 min read

Today I’m thrilled to highlight some exciting enhancements we’re unveiling at Enterprise Connect, that leverage the power of cloud analytics and AI. We’re calling it Cognitive Collaboration for the contact center.

4 min read

Cisco will soon launch a new kind of intelligence that will change how we connect and collaborate with people. Join us at Enterprise Connect 2019 as we reveal the X Factor to the world.

6 min read

In the words of author and entrepreneur Seth Godin, “It’s easier to love a brand when the brand loves you back.” So how do you love your customer back? Companies that put their customers at the center of everything they do can make transformational changes to their business and their customers’ experience.

3 min read

Industry analysts validate Cisco's vision of cognitive collaboration, that the enormous power of AI will help us leverage instantly available, accessible data to better communicate and collaborate.

3 min read

Customer Journey Solutions Release 12.0 enhances on-premises and hosted contact center solutions, including intuitive tools that enable agents to drive quicker resolution closure, creating more meaningful customer interactions.