Massimiliano Caranzano

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI…

Artificial Intelligence and Translational Services The world is flattening; thus, with the business becoming increasingly global, the existing language barriers demand new solutions across vertical markets, especially when dealing with a company to a consumer. Europe, with its 24 official different…

Artificial Intelligence Transforming Call Centers The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. From a technology angle there are very…

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…

Cisco has recently announced the End of Sales of Cisco Remote Expert Manager/Remote Expert Cobrowse. In this blog, we’ll take a look at Video Advisor from Eudata® — a third party solution which is a valid alternative to a typical Remote Expert Mobile on-premise case. Business overview Th…

The Solution presented in this article is the winner of the Cisco & Google Cloud Challenge contest in 2018 – achieved with Bucher & Suter and Expertflow: Cisco Customer Care, now Cisco Customer Journey Solutions (CJS), is by definition the best architecture to ride and support the cur…