contact center

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, on…

How Cisco is using AI to enhance customer experiences My team and I are excited to be participating at Google’s Cloud Next conference in San Francisco this week where we are announcing enhancements to some of the solutions we are building with Google for our joint customers. At the conference, we wi…

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…

March 18-21, 2019 | Orlando, FL On March 19th, Cisco will launch an entirely new kind of intelligence that will forever change how we connect and collaborate with people. This history-making event will take place at Enterprise Connect 2019, the leading conference and exhibition for enterprise commun…

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…

Cisco’s Collaboration Vision Receives Third Party Validation It’s certainly a great feeling when industry analysts – those people charged with the responsibility of knowing the market and scrutinizing its players – come out on social media with positive assessments of a company and its products. Thi…

Contact centers play an essential role in shaping a company’s direction and have become a strategic imperative to driving customer loyalty, innovation and business growth. No other organization touches customers more closely.  The agent experience in particular has a direct correlation with how your…

Studies show that even under perfect driving conditions, speeding over short distances leads to marginal savings in getting to your destination. Add a few traffic lights, a couple of curves, a bit of traffic or weather, and the time-saving benefits taper down to little or none. So why cutoff, tailga…

The Solution presented in this article is the winner of the Cisco & Google Cloud Challenge contest in 2018 – achieved with Bucher & Suter and Expertflow: Cisco Customer Care, now Cisco Customer Journey Solutions (CJS), is by definition the best architecture to ride and support the cur…