Bringing Reality to the Cognitive Contact Center
Artificial Intelligence, cloud analytics, and collaboration create cognitive experiences in the contact center
Customer journey
Changing Your Contact Center? It All Starts With Your Agents’ “Step by Step”
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...
Demystifying Artificial Intelligence’s Role in Contact Centers
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...
What SPs Need to Know About Customer Engagement for the Large Enterprise Buyer
Large enterprises are a complex beast. Merely mapping the buying process as well as the customer journey is not only complicated but also varies across different vertical segments and are...
Winning Over the Midmarket Buyers – 3 Customer Engagement Tips
Nowadays, customer engagement is almost synonymous with digital engagement. While there’s some truth to this (and one of the reasons why Cisco recently launched the Digital Accelerator for Service...
If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center
Time distortion is a common inflection point for positive or negative customer interactions. This is very true when managing a contact center.
Small Business Buyers Over-Index on Digital Journeys
While most of the customer journey for SMBs occurs online nowadays, it’s not digitally exclusive. Here are tips to ensure successful customer engagement at every interaction throughout the buying journey.
Cisco Contact Center in action at Google Cloud Next Conference
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.
Announcing the New Cognitive and Collaborative Contact Center
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.