Contact Center Self-Service

Contact Center Self-Service

Self-Service Contact Center Tools: Good for Customers, Good for Agents According to recent research on the customer experience, more than two-thirds of all contact center interactions are agent-assisted. However, use of self-service tools such as interactive voice...
Contact Center Collaboration

Contact Center Collaboration

How a Collaborative Contact Center Delivers Better Business Outcomes As a customer, you can tell when a contact center agent is reading from a script. Even worse, it becomes obvious that the agent is completely lost when circumstances require them to deviate from the...
Flex Licensing Means Cloud Migration

Flex Licensing Means Cloud Migration

According to IDG Research, nine out of ten companies will have some part of their applications or infrastructure in the cloud in 2019, and the rest expect to follow by 2021. According to Cisco, cloud traffic will represent 92% of all data center traffic by 2020. And...
Connected Justice Part 2

Connected Justice Part 2

How Cisco Connected Justice Reduces Costs and Increases Efficiency and Safety In our last post, we discussed how law enforcement and justice agencies are using the Internet of Things (IoT) to increase efficiency, enhance decision-making and improve safety....
Connected Justice Part 1

Connected Justice Part 1

How the IoT Helps Law Enforcement & Justice Agencies Work Smarter and Safer Continued budget cuts has resulted in staff reductions in many law enforcement and justice agencies, increasing pressure to reduce operational costs and increase efficiency. Many of these...