contact center

Things were a bit quieter at Enterprise Connect today as the event came to a close with a few morning sessions and the final summary panel concluding at noon. Panels Bots, AI and IoT: Will They Transform Customer Care? Sheila McGee-Smith brought together the panel to discuss some of the latest force…

Small customer-care teams often have limited budgets and minimal IT support. Existing customer care solutions are typically too expensive and complex for their needs. Lacking IT’s attention and support, smaller teams often create their own “shadow” solutions by buying online. But many di…

In today’s episode, I cover a few of the day’s panel discussions and provide an overview of the latest Cisco product announcements. There’s nothing like waking up with the alligators in Orlando. Actually, from the look of the little guys here at the Gaylord Palms, I was far more alert than the…

Let’s face it. Taking on a major technology migration can be a complete headache. There are so many risks involved—not the least your reputation and job security. If you are concerned about your vendor’s future, your headache may have turned into a migraine as you ponder migrating to a new collabora…

Making a major business technology purchase isn’t something you can take lightly. And I don’t know anyone who would. It’s not the same as buying a new TV or a new phone. Those usually aren’t impulse decisions. You’ve done your research. But if it’s not what you want, you can quickly unplug the TV an…

We’ve worked passionately over the last few years to deliver the best collaboration products and solutions on the market. And we continue to march toward our vision to bring all communication modes together for amazing experiences on any device. This vision includes delivery on-premises, from the cl…

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…

This post comes from Rob Amster, Cisco’s Director of Contact Center Sales for the Americas. He directs the sales and go-to-market strategy for Contact Center sales, working in close partnership with Enterprise, Commercial and Public Sector leadership; engineering; and solutions marketing. In…

Customer interaction is getting personal. As a consumer, I want the best possible service I can get. In just the last few years, I have seen service move from being a phone call with a representative to interactive voice response (IVR) systems to email or live online chat. These are great alternativ…