Building a cognitive contact center

Turn challenges into opportunities.

When it comes to improving the customer experience, it’s important to find solutions that address your customers’ biggest concerns:

Fragmented and disconnected experiences
Slow problem resolution • Long wait times
Ineffective agents who lack knowledge and experience
Lack of contact options (e.g., chat, phone, email)
Impersonal conversations

While you’re addressing those problems, keep in mind that your contact center agents also have their own set of pain points that keep them from performing their job to the best of their ability:

They’re overwhelmed by too much information.

They can’t find the right information to resolve a customer issue the first time.

They don’t know enough about customers to care for them in a personalized way.

They’re using too many applications and systems.

They struggle to get answers from experts in real time.

They want job satisfaction and work-life balance.

2. American Express 2017 Customer Service Barometer, American Express, 2017.
3. Experience Is Everything: Here’s How to Get It Right, PwC, 2018.

What is a cognitive contact center?

A cognitive contact center has intelligence woven throughout every portion of the customer and agent experience. At Cisco, we’re using technology to transform those experiences from the inside out.

Powerful cloud data analytics that
help you learn more about your customers

Artificial intelligence (AI) that adds context, makes
suggestions, and creates predictive,
proactive experiences for your customers

Integrated collaboration so your agents can easily
reach experts quickly to improve first-contact
resolution