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Cisco To Lead Next-Gen Cognitive Contact Center


Cisco To Lead Next-Gen Cognitive Contact Center

TechInAfrica – Cisco has announced the plans to leverage its recent AI acquisitions to lead the next-gen Cognitive Contact Center that uses AI and machine learning to build in-depth relationships that bridge the connection between people and organizations. Currently, Cisco’s contact center portfolio is used by more than 3 million agents on more than 30,000 various enterprises in a global setting. Talent and technology Cisco acquired when it bought Accompany, Voicea and CloudCherry will help agents create upsell and cross-sell opportunities.

Credit: CiscoCollab via Twitter

Cisco has also announced that its cloud-based Cisco Webex Contact Center now includes:

Webex Calling Integration

Routing complexity, getting the right call to the right agent remains a challenge for the contact center, and add third party calling integration into the equation and the challenges become greater. With the lack of call quality that leads to dropped calls, the costs generally increase. The integration of Webex Calling with Webex contact center, therefore, address this issue by delivering higher-quality calls at a lower cost. These integrations with the simplified purchasing and implementation models make the new cloud-based solution of Cisco a contender for helpful solutions needed by the market-leading agents and customer experiences.

Credit: Webex via Twitter

Increased Scale

Contact centers need a flexible cloud solution to present an effortless scale that is based on the customers’ demand. With a single routing queue, Cisco Webex Contact Center delivers the experience as it supports up to 3,000 agents per tenant with an unlimited amount of tenants allowed per system. This solution offers a more effective approach to workflow and cost management with the optimization of the system’s overall performance, thus enhancing the customer’s overall positive experience.


Amy Chang, the GM, and SVP of Cisco Collaboration said, “Integrating Cognitive Collaboration into the Contact Center and offering it through a cloud-based solution is an industry game-changer. 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.”

Credit: CiscoCollab via Twitter

The integration now allows Cisco’s Webex Contact Center to be managed through the platform’s Control Hub along with other Webex products.



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