contact center

3 min read

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.

1 min read

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.

4 min read

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.

2 min read

Cisco Spark care is a digital customer care solution for help desks and small teams of up to about 20 users. Groups like these can use Cisco Spark care to support external or internal customers via web chat and callback.

4 min read

In today’s episode, I cover a few of the day's panel discussions and provide an overview of the latest Cisco product announcements. Cisco execs Javed Khan, Chris Botting, and Jens Meggers held strong on three good panels, And we announced more innovations and capabilities for the Cisco Spark platform. All in all, it was a busy day -- and a good one.

1 min read

Taking on a major technology migration can be a complete headache. What if you could migrate from your current platform with a proven, cost-effective deployment? Let Cisco Advanced Services deliver the collaboration platform for the way you work today.

6 min read

Avaya’s recent announcements have put a lot of people into the decision process. Making a major business technology purchase isn’t something you can take lightly. To figure out who you trust with your unified communications and customer care, asking a lot of questions will get you the answers you need.

3 min read

Cisco is positioned as a leader in all five Gartner Magic Quadrants in which Cisco Collaboration participated over the last year, which confirms both the strength of our portfolio and our vision for the future.

2 min read

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.”