Cisco Cisco Unified Contact Center Enterprise 9.0(1) Libro bianco
MAY 2016
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ContactCenterPipeline.com 3
the contact center to deliver an omnichannel
experience.”
experience.”
“Cisco’s Context Service—which is included
in all Cisco contact center systems—securely
stores customer interaction data in the cloud
and delivers it to customer service represen-
tatives so they can understand where the cus-
tomer is in their journey and help them more
efficiently. The end result,” Famous continued,
“is a personalized, contextual experience for
each and every customer who reaches out to
a business.”
stores customer interaction data in the cloud
and delivers it to customer service represen-
tatives so they can understand where the cus-
tomer is in their journey and help them more
efficiently. The end result,” Famous continued,
“is a personalized, contextual experience for
each and every customer who reaches out to
a business.”
In the 40 years since “Pet Sounds” was
released, more than 100 domestic and
international publications and journalists
have pointed to the album as one of the
greatest ever recorded. In the same way that
“Pet Sounds” changed the music industry,
expect omnichannel customer service to have
a similar effect on the contact center industry.
Wouldn’t it be nice?
international publications and journalists
have pointed to the album as one of the
greatest ever recorded. In the same way that
“Pet Sounds” changed the music industry,
expect omnichannel customer service to have
a similar effect on the contact center industry.
Wouldn’t it be nice?
dilemma is omnichannel communications.
Omnichannel ties together these various
channels of communications so that, not
only do they function as a single channel
for the customer, they function likewise for
the contact center. Integration means that
customer information isn’t lost as the cus-
tomer migrates from one channel to another,
as is becoming increasingly typical in these
mobility-driven times.
Omnichannel ties together these various
channels of communications so that, not
only do they function as a single channel
for the customer, they function likewise for
the contact center. Integration means that
customer information isn’t lost as the cus-
tomer migrates from one channel to another,
as is becoming increasingly typical in these
mobility-driven times.
I’m sure that at this point, many of you are
starting to see nothing but gigantic dollar
symbols when you think of the cost and com-
plexity of integrating two disparate channels,
let alone multiple channels, but that isn’t
the case anymore. According to Tod Famous,
Senior Director of Product Management at
Cisco, “Using the cloud to organize and store
information from all customer interactions
regardless of how many channels they use
helps contact center managers and adminis-
trators cost-effectively tie that information to
symbols when you think of the cost and com-
plexity of integrating two disparate channels,
let alone multiple channels, but that isn’t
the case anymore. According to Tod Famous,
Senior Director of Product Management at
Cisco, “Using the cloud to organize and store
information from all customer interactions
regardless of how many channels they use
helps contact center managers and adminis-
trators cost-effectively tie that information to
Paul Stockford is Chief Analyst at
Saddletree Research, which specializes
in contact centers & customer service.
(pstockford@saddletreeresearch.com)
Saddletree Research, which specializes
in contact centers & customer service.
(pstockford@saddletreeresearch.com)
Did you know columnist Paul
Stockford is also the editor of
In-Queue, the monthly newsletter
of the National Association
of Call Centers? Get your free
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provocative commentary every
month! Sign Up Today on the
Stockford is also the editor of
In-Queue, the monthly newsletter
of the National Association
of Call Centers? Get your free
subscription and read more of his
provocative commentary every
month! Sign Up Today on the
NACC website at: goo.gl/dDiS0z
The National
Association of
Call Centers