How is Cisco Digitally Transforming its Support?

Customers are now demanding much more from support services, and that is leading to a change in the support landscape. Customers want unified interactions using voice, video and email that helps to increase efficiency. They are looking for near time issue resolution to reduce costs, and they want...

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Ten Technologies to Consider for Contact Centers in 2017: Part 2

Hybrid Services – Integrating cloud services with existing on-premises customer care services is currently a hot topic, not just in the contact center domain but throughout Unified Collaboration and other IT groups.   Hybrid Services architectures allow our Cisco IT teams to deploy some of the latest cloud...

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Ten Technologies to Consider for Contact Centers in 2017

The line made famous by the Rolling Stones, “Time waits for no one”, is especially true for technology. A little over two years ago I wrote a blog titled “Ten Things to Consider for a Better Contact Center”. While all of the items mentioned are still relevant, the...

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Ten Things to Consider for a Better Contact Center

The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer...

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