Ruchi Gupta
Senior Product Manager
Cisco Customer Collaboration
Articles
Artificial Intelligence in Customer Care
Workflow applications are ripe for disruption with the advent of artificial intelligence (AI). The magic of AI is tied to big data and the AI models. Customer care organizations that have access to rich datasets are prime candidates to ride the AI wave of change. Companies will always look for ways…
Crowdsourcing Your Contact Center Agents. Is It Coming?
Talk to any customer care or CRM industry vendor today and you’ll probably hear how they are enhancing their offerings with bots. If you’re like many people, your first reaction may be negative. But communicating with a machine may not be as bad as you think. Bots are a trend in customer…
Get on the Same Page as Your Customer with Co-browsing
Do you have customers who come to your website, but are unable to find what they need? Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes? What if your agents could guide customers directly…
Is Video the New Voice for Customer Interactions?
Most of us use video in personal and enterprise interactions, but how is video doing in contact centers? We are seeing growth in video as a channel within customer care world, both based on recent reports and deployments by Cisco customers. I think that’s good news. Dimension Data’s 2016 global cont…
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