I interviewed Tod Famous from Cisco’s Contact Center Business Unit yesterday to learn more about an integration of contact center and collaboration technologies.
Cisco is demonstrating an application that starts with monitoring Twitter feeds, incorporates intercompany collaboration, and video of course. We also get a hint of an approach to “customer collaboration” whereby a company or “brand” can do more of the heavy lifting on behalf of their customers. It’s not the total inversion or empowerment of customers that a “Vendor Relationship Management” approach will take, but it is an example of the sort of “Social CRM” approach that will bridge the gap from poor user experience to a more satisfactory outcome for customers.
Categories: Articles
Cisco’s Dialog Takes Customer Service Beyond the Conversation 
Walmart Gives Personal Agents a Place in the Customer Account 
When Your Customer Sends an Agent 
Opus Research Report: Agentic Commerce, A 15-Year View of a 2-Year-Old Category