Tod Famous
Senior Director, Product Management
Cisco Customer Contact Business Unit
Articles
Cisco Contact Center in action at Google Cloud Next Conference
How Cisco is using AI to enhance customer experiences My team and I are excited to be participating at Google’s Cloud Next conference in San Francisco this week where we are announcing enhancements to some of the solutions we are building with Google for our joint customers. At the conference, we wi…
Customer Journey Solutions Release 12.0 has arrived
Contact centers play an essential role in shaping a company’s direction and have become a strategic imperative to driving customer loyalty, innovation and business growth. No other organization touches customers more closely. The agent experience in particular has a direct correlation with how your…
The Future of Contact Center: Cisco and AI Pave the Way
When I think of the contact centers I visited in the 1990s, I remember walking into an open area where the agents worked. I noticed all the brightly colored sticky notes that dotted their workspaces. At the time, I thought it looked like chaos. But, in reality, that is how contact centers managed in…
Should I Use Cisco Spark in my Contact Center?
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 team…and I’m still learning. My focus and passion at Cisco is customer-care technology. I’m always thinking about how to apply new collaboration technologies to customer…
Context Matters: Announcing Context Service for Better Customer Care
“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some questions about set-up. Are you calling about that same issue, or can I help you with something else?” Calling customer service is…