artificial intelligence
Don’t Let Your Contact Center Fall Into the Complexity Trap
Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers?…
How AI Improves Collaboration in the Era of Constant Change
Mantra for Successful Digital Transformation “We need to fail fast, innovate faster and be agile!” Over the last decade, this has been the guiding mantra for organizations undergoing digital transformation. I’ve witnessed plenty of shifts in processes and methodologies in the name…
Cisco Webex Celebrates 10 Years of Delivering the Best Mobile Meeting Experience
Delivering the Best Mobile Meeting Experience In 2009, CNN reported “smartphone craze” as one of its top 10 tech trends of the year—noting the growing use of mobile phones as computers. At the time, people were just starting to use these small devices to send emails and SMS messages, anywhere and an…
AI Is More Creative Than You Think
Artificial intelligence does three things really well: acceleration, accuracy, and automation. Today’s machines are good at accomplishing tasks within these domains, but they aren’t yet capable of crossing them. They stay in their lane — the lane their human told them to stay in. As a result, we vie…
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…
How AI is Changing the Game For Knowledge Workers
Have you ever wanted to ditch your mobile device, step back into the pre-internet everywhere era and pop on a Depeche Mode cassette? Yeah, me either. But for knowledge workers dealing with a constant stream of notifications and requests, stepping back a few decades might seem like a welcome reprieve…
How are partners diving into the brave new digital world?
Chatbots. Automation. Artificial intelligence. Machine learning. Predictive analytics. We all know the terms. But are we making the most of these innovations to create exceptional experiences for our customers? Last week, I attended Partner Xperience at Cisco Live! 2019 in San Diego, where I was exc…
Italy: Where An Innovation Renaissance Continues to Flourish
Even Leonardo de Vinci would be amazed by innovation in today’s Italy. Most people, including myself, usually travel to Italy to marvel at its rich history of culture around the arts, architecture, and food. On my most recent visit, however, I had the opportunity to glimpse the future, explore 21st-…
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…