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Trusted Options for Avaya Customers
Feb 11,2017
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 n...
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Cisco Collaboration a Leader in 5 Gartner Magic Quadrant Reports
Feb 10,2017
We've worked passionately over the last few years to deliver the bestcollaborationproducts and solutions on the market. And we continue to march toward our vision to bringallcommunication modes together for amazing experiences on ...
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Switching UC & Contact Center Providers Can Be a Relief
Jan 13,2017
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 Secto...
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Recording the Changing Face of Customer Journeys
Dec 22,2016
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 ema...
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Get on the Same Page as Your Customer with Co-browsing
Dec 15,2016
Do you have customers who come to your website, but are unable to find what they need? Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes? W...
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5 Predictions for Customer Care in 2017
Dec 13,2016
We're all bombarded with opinions and predictions from so-called experts. But who do you trust? I believe it's important to have a strong track record if you want people to take you seriously. Last year, I made five predictions about the Customer Car...
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Customer Care and the Connected Digital Experience
Sep 20,2016
Today I'm pleased to announce general availability of Cisco's next-generation software for contact centers operating in the age of digitization. This release establishes a platform offering a Connected Digital Experience. As a result, companies can d...
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Improving Premises-based Collaboration while Embracing Cloud
Jun 28,2016
Regardless of where you are in adopting collaboration technologies, we're focused on delivering what works best for your needs. Since starting with VoIP, we've expanded our portfolio's depth and breadth. We continue to lead in the enterprise voi...
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Cisco a Leader in Gartner's Magic Quadrant for Contact Center
Jun 23,2016
We did it again! Gartner recently published its annual Magic Quadrant for Contact Center Infrastructure, Worldwidereport. And for the fifth year in a row, Cisco is positioned highest in "Ability to Execute." Gartner bases Ability to Execute on severa...
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Having Fun with Customer Care: Join Us at CLUS
Jun 16,2016
Fun at work? For me, it's making stuff customers need. I admit that I have long been a skeptic of the "Fun at Work" movement. It's not that I don't like to have fun at work, but "the movement" seemed so shamelessly upbeat and forced. Thisfunwas not n...
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Is Video the New Voice for Customer Interactions?
May 20,2016
Most of us use video in personal and enterprise interactions, but how is video doing in contact centers? We are seeing growth in video as a channel within customer care world, both based on recent reports and deployments by Cisco customers. I think t...
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Strength in Transitions for Customer Care
Mar 18,2016
Last week's Enterprise Connect event was an eye-opening experience from many perspectives. A tour of the exhibit area seemed like a real-time stroll through the history of contact center technology. Several traditional contact-center providers were p...
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