customer journey

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

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...

3 min read

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...

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

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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.

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.