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Cisco sets sights on the Cognitive Contact Center

September 20, 2019 • Artificial Intelligence

Cisco sets sights on the Cognitive Contact Center

Cisco announced plans to leverage recent AI acquisitions to usher in the next-generation contact center.

Cisco has announced plans to leverage recent AI acquisitions to usher in the next-generation contact center—one that uses AI and machine learning to foster deeper relationships between people and organisations.

Cisco’s contact center portfolio is currently used by 3M+ agents across 30,000+ different enterprises globally. Talent and technology Cisco acquired when it bought Accompany, Voicea and CloudCherry will help agents create upsell and cross-sell opportunities.

Additionally, Cisco announces that its cloud-based Cisco Webex Contact Center now has:

Webex Calling Integration
Routing complexity—getting the right call to the right agent—remains a huge contact center challenge. Third-party calling integration makes the challenge even greater. Call quality often suffers—calls can even be dropped—while costs generally increase. Integrating Webex Calling with Webex contact center addresses this challenge head-on, delivering higher-quality calls at a lower cost. In combination with simplified purchasing and implementation models, Cisco’s new cloud-based solution offers market-leading agent and customer experiences.

Increased Scale
Contact centers need the flexibility cloud solutions can provide to effortlessly scale up and down based on customer demand. Cisco Webex Contact Center delivers this experience from a single routing queue; supporting up to 3,000 agents per tenant with unlimited tenants allowed per system. This solution more effectively manages workflow and costs; optimizing the system’s overall performance and positively impacting their customers’ overall experience.

Manageability
Now integrated into the award-winning Webex platform, Cisco’s Webex Contact Center can be easily managed via the platform’s Control Hub, alongside all other Webex products.

“Integrating Cognitive Collaboration into the Contact Center and offering it through a cloud-based solution is an industry game-changer, said Amy Chang, GM and SVP, Cisco Collaboration. “Webex Contact Center is steeped in intelligence and business insights to help our customers deliver massively personalized experiences. More and more AI and ML will be integrated into our solutions over the coming months as we work to offer phenomenal customer experiences that lead and define this industry.”

Edited by Fundisiwe Maseko
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