Nice blog Anil. Contact Centers are already refreshing legacy technologies to support live-interaction channels like video and augmented reality. For example, the insurer USAA’s visual IVR system provides transactional services, better routing, and one-touch video chat. Many others have already invested, or planning to invest in video.

While video chat, assistive artificial intelligence, and other digital tools make previously high-touch and very complex transactions less complex but these same tools further complicate jobs of those responsible for regulatory compliance.

I understand Cisco's MediaSense supports video recording already, but I am curious to know what are your plans beyond MediaSense 11.5. What gaps do you find in the marketplace?

Once again, thanks for keeping an eye on compliance.

Ibrahim Malick
linkedin.com/in/ibrahimmalick