Tag: Webex

Most contact centers are answering that question by accident. The default move with AI has been deflection — keep volume away from live agents, lower the cost to serve, and count the tickets that never reached a human as a win. But deflection measures how many people you kept…

For decades, the contact center has occupied a specific, and often siloed, space in the enterprise org chart. It was the necessary, if not always beloved, cost center—a reactive function designed to triage problems and, hopefully, mitigate customer frustration. As marketing leaders, we’ve often viewed it as a parallel,…

Today, we’re going to talk about how artificial intelligence is revolutionizing the contact center, transforming it from a cost center into a driver of customer loyalty and revenue growth. To help me discuss this topic, I’d like to welcome Chang Chang, Senior Director, Product, Cloud CX Solutions at Cisco’s…