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Demystifying Artificial Intelligence
May 23,2019
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 believeartificial intelligence and...
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If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center
Apr 24,2019
Jim Croce
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Cisco Contact Center in action at Google Cloud Next Conference
Apr 10,2019
How Cisco is using AI toenhance customer experiences My team and I are excited to be participating at Google
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Enterprise Connect 2019: Discover the X factor in the New Webex and Cisco Contact Center
Mar 17,2019
March 18-21, 2019 | Orlando, FL| 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 20...
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Shaping the Future of Contact Centers and Customer Experiences
Mar 07,2019
Five Factors Shaping the Contact Center and Customer Experience in the Next Five Years In the words of author and entrepreneur Seth Godin,
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The Future of Contact Center: Cisco and AI Pave the Way
Jul 26,2018
When I think of the contact centers I visited in the 1990s, I remember walking into an open area where the agents worked. I noticed all the brightly colored sticky notes that dotted their workspaces. At the time, I thought it looked like chaos. But, ...
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Cisco Customer Journey Solutions for Contact Centers Now Support Apple Business Chat
Jul 20,2018
If you're like me, when you're mobile and want to interact with a brand -for any reason -you want to do so quickly. Even if you have an app for the brand you want to engage with, you prefer fewer steps to get in touch.  And many of us want these...
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Contact Center: The Digital Goalkeeper
Feb 08,2017
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 usin...
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Mr. Spock Meets The Contact Center
Sep 17,2015
One of the most enduring characters introduced in 1960' television vas the venerable "Mr. Spock" of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964. Among the...
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Should I Use Cisco Spark in my Contact Center?
Jun 23,2015
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my team...and I'm still learning. My focus and passion at Cisco is customer-care technology. I'm always thinking about how...
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The Steely Dan Contact Center: When "Do It Again" Isn't a Hit
Feb 24,2015
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album "Can't Buy A Thrill." Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015. One of the hits,Do It Againr...
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