Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

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“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.” “I need to modernize my customer and agent experiences to remain competitive.” “I need easy access to cloud-based applications that work seamlessly with my on-premises contact center...

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The Artificial Intelligence Journey in Contact Centers

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I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. First of all, let me emphasize what...

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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 to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing...

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What Your Collaboration Strategy Is Missing

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Why your new collaboration technology isn’t catching on as you expected When organizations want to update their collaboration technologies, IT departments spend weeks, sometimes months, focusing on the right products that will help their company meet their goals. They rigorously check requirements, ensure all the right specs are...

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Increase Your Cross-Selling with the 3 P’s for Extended Enterprise

It doesn’t matter if you are an account manager or a customer success manager, you want to be a trusted advisor as your customer embarks on their digital journey.  Customers want personalized engagement with trusted partners, and it is important to be able to solve your customers’ business...

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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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