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AI: Igniting Contact Center Customer and Employee Experiences
AI-Driven Transformation in Contact Centers: From Frustration to Efficiency and Empowerment
Transforming Customer Experience with Cisco Webex AI Agent and Solutions
Cisco's latest innovations in the AI space are redefining customer experience (CX) in the contact center and beyond. With Webex AI Agent and expanded AI functionality, organizations will boost operational efficiency with faster, smarter interactions and not only meet, but exceed customers' rising expectations with more personalized customer interactions.
Reimagining Patient Access for Comprehensive Care
Enhancing patient experience is crucial in healthcare as it influences outcomes and provider performance. By focusing on positive experiences, you enhance satisfaction, reputation and loyalty. Centralizing patient access can still deliver a patient-centric strategy that highlights personalization, empathy and efficiency.
Integrating Cisco ThousandEyes into the Webex Suite and Contact Centers: What it means for EX and CX
Cisco ThousandEyes integration with Webex enhances collaboration by providing end-to-end visibility and proactive issue resolution. This ensures optimal performance for video endpoints, meeting rooms and contact centers, improving both customer and employee experiences. ThousandEyes offers comprehensive network insights, enabling IT teams to swiftly troubleshoot and maintain seamless digital interactions.
WebexOne 2024 Key Takeaways
We witnessed several AI-driven innovations that are set to redefine the landscape of customer and employee experiences. Cisco demonstrated advanced tools and devices that enhance collaboration, automate and scale customer interactions, and bridge the gap between physical and digital experience. Here are World Wide Technology's key takeaways from this annual conference.
Do you have a contact center migration strategy?
Projects risk going off course without clear, well-defined requirements, leading to wasted resources, missed deadlines, unmet objectives and potentially poor experiences for both customers and employees.
We've Been Doing That in the Contact Center...For a Really Long Time
Over the last 30 years, the evolution of customer engagement has taken us from call centers, to contact centers, to customer experience centers, and WWT has been at the forefront through it all. Here, two of our senior leaders in this space, Andy Gunther and Todd Marthaler, give a backstage tour of this evolution from the 1990's to today.
How Secure Is Voice Traffic in Your Contact Center?
Contact centers and voice calling have expanded the attack surface. While CISOs and cyber security leaders are doing their best to defend against bad actors, voice calling is a vulnerability that is often overlooked.
Harness AI in your Contact Center with our Natural Language Accelerator
Your contact center requires AI technologies to stay competitive. Accelerate the deployment of your first AI solution with our Natural Language Accelerator.
AI-Enhanced Solutions: Taking Your Service Desk Operations to the Next Level
Use the power of Artificial Intelligence and Natural Language Understanding to elevate your service desk delivery capabilities
From Switchboards to Sentiment: The Evolution of Call Center Technology in Insurance
Insurance contact centers have evolved from basic operations to strategic assets, integrating AI and omni-channel capabilities. This transformation enhances customer engagement, streamlines processes and anticipates needs. WWT's Contact Center Maturity Model guides insurers in leveraging these advancements, turning centers into predictive engines of growth and innovation.
If You Don't Measure It, You Can't Change It
You're on a phone call with a call center about a service issue and the call seems to be taking longer than expected. You may not realize it, but the company you've called is calculating this "wait time" metric. They are also tracking everything that can be measured — because measuring operational performance is inherent in contact center operations.