Articles
Announcing the New Global, Scalable, and Cognitive Cloud-Based Webex Contact Center
This week marks the 10th year anniversary of our annual Cisco Contact Center Summit event and we’re gathered here in beautiful Miami Florida with Cisco sellers, partners and customers to learn about the latest innovations to our Cisco Contact Center portfolio. I’m thrilled to share some of the excit…
Cisco Intends to Acquire CloudCherry to Enhance Cisco Contact Center Portfolio
NOTE: Cisco Completed the acquisition of CloudCherry on October 11, 2019. Welcome to the team! Improving customer experiences in real-time through the power of cloud data analytics Earlier this year I spoke to you about our vision of shaping the future of contact centers and the critical role that…
Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center
A few weeks ago at Cisco Live, I had the pleasure of spending time with many of our customers, partners, and colleagues sharing our contact center portfolio vision and product innovation strategies. The feedback has been extremely positive with excitement and anticipation as our portfolio continues…
Bringing Reality to the Cognitive Contact Center
Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. According to a study by PwC, in the U.S. one bad expe…
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 com…
Announcing the New Cognitive and Collaborative Contact Center
Using the power of cloud analytics and AI to enhance your customer experiences You’re in a taxi on your way to the airport and your connecting flight back home has just been cancelled due to bad weather conditions in that city. Your airline app sends you a notification message, an email, a phone cal…
Shaping the Future of Contact Centers and Customer Experiences
Five Factors Shaping the Contact Center and Customer Experience in the Next Five Years In the words of author and entrepreneur Seth Godin, “It’s easier to love a brand when the brand loves you back.” So how do you love your customer back? Companies that put their customers at the center of everythin…
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