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Analysts
Mar 06,2019
Cisco
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Customer Journey Solutions Release 12.0 has arrived
Feb 11,2019
Contact centers play an essential role in shaping a company
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Going Nowhere Fast?
Feb 05,2019
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 t...
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Hybrid Chat for Cisco Journey Solutions
Dec 13,2018
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 be...
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1-800 Contacts uses Apple Business Chat with Cisco to Deliver Customer Care
Nov 13,2018
I love the line for 1-800 Contacts,Delivering contact lenses to people who woke up and realized, "[CURSE WORDS], I'm down to my last pair!" since 1995. It demonstrates their customers' urgency, with humor, for immediate help from the company. I forgo...
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Improve Retail Experience with Collaboration Technology
Aug 13,2018
The way consumers buy and retailers sell is evolving rapidly. Both online and offline, retailers are embracing a data-first strategy toward understanding their customers. Data and analytics are an increasingly important element of retail landscape. R...
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5 Reasons Cloud UC and BroadSoft Are Top of Mind
Jul 12,2018
I had the pleasure of attending my first Cisco Live event in Orlando last month. There, my Cisco colleague Andy Johnston and I shared an overview of the cloud unified communications market to a standing-room?only audience. We described how the combin...
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Crowdsourcing Your Contact Center Agents. Is It Coming?
Nov 10,2017
Talk to any customer care or CRM industry vendor today and you'll probably hear how they are enhancing their offerings with bots. If you're like many people, your first reaction may be negative. But communicating with a machine may not be as bad as y...
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Enterprise Connect 2017, Day 4: Panels, Quotes, Bunnies, Oh My!
Mar 30,2017
You can draw right on Cisco Spark Board. And on the wall...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 Th...
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Customer Care for Teams: Announcing Cisco Spark Care
Mar 28,2017
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" s...
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Enterprise Connect 2017, Day 1: Panels, New Products, Gators
Mar 27,2017
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...
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Platform?Migration?Doesn't Have to Be a Headache
Feb 23,2017
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 turne...
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