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
On February 22, 2021, Alcatel-Lucent Enterprise (ALE) released its Q4 report. While overall global revenues were down on last year’s Q4, ALE’s cloud-based solutions continued to surge. These surges are in part explained by mid- to large-sized organizations beginning significant investments to prepare for a post-pandemic world.
On December 8, Masergy – a software defined networking services company – briefed Info-Tech on its UCaaS solution. Masergy UCaaS is built on the Cisco collaboration platform, providing a value-added service through Masergy’s SD-WAN solution and Secure Edge Network.
On January 14, Revation Systems – a provider of cloud-based compliant messaging and communications – briefed Info-Tech on its unified communications as a service (UCaaS) solution, LinkLive. LinkLive encompasses several UCaaS solutions that are primarily aimed at industries with high security and compliance requirements. These industries especially include banking and healthcare.
On November 17, 2020, Alcatel-Lucent Enterprise (ALE) released its Q3 report. While ALE saw increased revenue for its cloud solutions (especially for its UCaaS offering Rainbow), the overall picture was dampened by further global lockdowns and summer breaks.
On August 25, 2020, Info-Tech briefed with Alcatel-Lucent Enterprise on its Q2 performance. While the pandemic has decreased performance in on-premises system deployment, cloud-based services are seeing significant growth.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on RingCentral’s current and upcoming Unified Communications as a Service (UCaaS) features.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on best practices for direct routing and Enhanced 911 (E911) for Microsoft Teams.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Omdia’s North American unified communications as a service (UCaaS) scorecard for 2020.
On August 11, 2020, Intermedia briefed Info-Tech about its UCaaS offering Unite. This note explores some product highlights of Unite, especially AnyMeeting and SecuriSync.