Comprehensive software reviews to make better IT decisions
Cisco Is Bringing Cognitive Collaboration to the Contact Center
Cisco unveiled three AI features for its Unified Contact Center Enterprise and Unified Contact Center Express at Enterprise Connect 2019. These features should help, but don’t replace your agents with bots anytime soon.
- Customer Journey Analyzer: Available to both cloud and on-premises contact centers, this feature allows you to perform end-to-end analytics on the customer journey.
- Cisco Answers: This cloud-based feature provides call agents with real-time information on their customers (including information from social media). It is powered by Google AI.
- Customer virtual assistant: An AI bot that integrates with UCCE.
With these features, Cisco Collaboration is living up to its reputation of adapting to change – it is currently scoring 73% on Product Strategy and Rate of Improvement in SoftwareReviews, with 31% of respondents saying that they are delighted (N=51, March 20, 2019).
The Cisco Answers feature is aligned with market trends. According to this study of 5,000 people, 76% of callers expect agents to know relevant information about them and their history with the company. As more people engage with companies over social media, this visibility can be very beneficial (if not a little creepy).
I hesitate with chatbots. In the same study, 33% said “the most important aspect of a good customer service experience” is “getting my issue resolved in a single interaction (no matter the length of time).” When the chatbot reaches its functional limits, it will need to quickly and smoothly trade off with an agent. This critique isn’t against Cisco’s product; it’s against chatbots that are poorly implemented and too heavily relied upon by customers.
The Customer Journey Analyzer and the Cisco Answers features should help improve the customer experience. Don’t over-rely on chatbots and undo that hard work.
Want to Know More?Modernize Communications and Collaboration Infrastructure
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
Microsoft announces the addition of a new plan and changes to its Firstline Worker plans. The new M365 plan will slot in below the current Firstline Worker plan.
Microsoft combined the Windows 10 and Surface teams under Panos Panay. Expect greater innovations to Windows 10, headaches in IT, and feature exclusivity in Microsoft Endpoint Manager.
A remote code execution vulnerability in ManageEngine Desktop Central, with a CVSS score of 9.8, was recently discovered by a third party. To address this gap, ManageEngine released an update on March 7, 2020 that addresses this. We strongly recommend that all ManageEngine Desktop Central administrators install this update as soon as possible, to minimize susceptibility to remote attacks.
In this third brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new hardware Webex Room USB.
On January 9, 2020, Microsoft announced new ways to empower firstline workers using Office 365.
On February 3, 2020, Microsoft Teams experienced a three-hour outage, starting at 09:00 (ET). This was caused by Microsoft failing to renew its authentication certificate. The bigger picture here is that the outage of a widely adopted cloud-based platform reinforces your need for a communication business continuity plan.
Avaya has announced that it is ending its “Power by Avaya IP Office” cloud-based solution to focus on its new UCaaS solution “Avaya Cloud Office by RingCentral.”
Ivanti Changes Direction: It Has Installed New Leadership With Experience in Enterprise Software, Mergers & Acquisitions
Clearlake Capital is shaking up Ivanti’s leadership. Expect greater focus on efficiency and acquisitions beyond ITSM and IT operations.