cisco cloud contact center

July 26, 2018

COLLABORATION

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…

July 20, 2018

COLLABORATION

Cisco Customer Journey Solutions for Contact Centers Now Support Apple Business Chat

If you’re like me, when you’re mobile and want to interact with a brand – for any reason – you want to do so quickly. Even if you have an app for the brand you want to engage with, you prefer fewer steps to get in touch.  And many of us want these interactions to be messaging-based with the tools we…

March 21, 2018

COLLABORATION

Messaging Helps Informal Contact Center Teams Win

As a parent with two sons active in athletics, I spend a lot of time attending sporting events. I am fascinated with how coaches evaluate the performance of their players to help them improve. At the professional level, coaches use historic data to win. One example is the way a baseball manager posi…

March 14, 2018

COLLABORATION

Enterprise Connect, Day 3: Let’s Talk about Contact Center

Rumor has it there’s more to life than #teamcollaboration. Actually, I can confirm the rumor with just a few words: chocolate, puppies, and motorcycles. You’re welcome to fill in the blanks with your own evidence. But, I digress. Teamwork is absolutely important, but even if you come up with the bes…

December 19, 2017

DEVELOPER

Partner Success Story: Finesse APIs Bring Call Intelligence to the Contact Center

Guest blog by: Paul Bibby Solutions Engineer ResponseTap     Enabling conversations that get to the point of sale faster Imagine if you could connect a caller’s online website journey to their phone call. As soon as a contact center agent answers the call, they’re presented with valu…

December 13, 2017

COLLABORATION

7 Things to Know About AI and Contact Center

Artificial intelligence for customer center is a hot subject. One industry analyst recently shared that, starting a few months ago, more than 75% of the firm’s customer inquiries were to discuss just one topic: Using AI to improve contact centers. What are some key insights regarding contact center…

October 13, 2017

COLLABORATION

The Cisco Contact Center Power Chord

Contact Center Power Chord On Thursday, April 24th, 1964, the four young Beatles walked into North London’s Abbey Road studio for a recording session. When they left that evening, the music industry was forever changed. Why? The Chord. The most famous chord in rock ‘n roll history. The Beatles were…

August 30, 2017

COLLABORATION

A New Groove: Cisco Contact Center Release 11.6

When I was a kid, I won a vinyl record album in a local contest. (For those of you too young to remember, record albums were how early humans listened to recorded music in the dark ages before streaming music. Or CDs. Or cassette tapes. Or 8-tracks.) I dashed to the neighborhood record store to coll…

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

The Connected Digital Experience I’ve visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by using a sports metaphor to make a point about customer…