contact center

December 18, 2017


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 11, 2017


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


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.

August 2, 2017


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


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


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.