virtual call center

I always feel the need to get my hands on a product to fully understand it; the Cisco UCCX Sandbox environment made this a possibility and within a couple of hours I was making and answering phone calls within Finesse, and all at no cost.

Seven things to know AI and contact center that could result in lower costs and better service for customers globally.

We’ve been building our own power chord for customer care products -- include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.

In developing Contact Center Release 11.6, our team worked closely with partners and a record number of field trial customers. They followed four key principles: flexibility, usability, simplicity, and great experience.

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.”

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...

It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...