virtual call center
Partner Success Story: Finesse APIs Bring Call Intelligence to the Contact Center
4 min read
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.
7 Things to Know About AI and Contact Center
3 min read
Seven things to know AI and contact center that could result in lower costs and better service for customers globally.
The Cisco Contact Center Power Chord
1 min read
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.
A New Groove: Cisco Contact Center Release 11.6
2 min read
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.
Contact Center: The Digital Goalkeeper
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.”
Mr. Spock Meets The Contact Center
2 min read
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...
Should I Use Cisco Spark in my Contact Center?
2 min read
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...
The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit
2 min read
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...
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