contact center
A Call Center with more Bang for your Buck
Partner Success Story When your goal is to help people take care of their finances, you need fast, trustworthy solutions. That’s precisely what Mcredit offers—but until recently, the Vietnamese consumer finance company did not have a speedy, reliable call center to match its user-friendly offerings.…
Cisco Delivers a Full Suite of Enterprise-class Services to Enable Collaboration Without Compromise
Last week, I had the opportunity to spend quality time with partners, customers and Cisco sellers at our 10th Annual Contact Center Summit. The event kicked off with exciting announcements around our industry-leading Webex Contact Center and certainly set the tone for an amazing week in Miami, Flori…
The Artificial Intelligence Journey in Contact Centers
I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. First of all, let me emphasize…
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?…
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…
Introducing Plug and Play Business Application Connectors for Webex Contact Center
The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers. When these applications aren’t integrated…
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…
Changing Your Contact Center? It All Starts With Your Agents’ “Step by Step”
Your contact center agents’ journey plays a critical role in customer experience Often what should be obvious is not all that obvious If we had to think through every possible scenario for every decision, we probably wouldn’t get much done in a day. While no decision is made with certainty, ev…
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…