Agents, whether digital or human, are seen as the difference makersin creating meaningful customer interactions. But they often need a little help from experts to deliver solutions to customers. Traditionally, the contact center has been in a silo, making it difficult for agents to reach out and talk with subject-matter experts and others within the organization.
Cisco solutions are making it possible to break down communication barriers and extend the contact center to include the rest of the organization. This is accomplished with an integrated portfolio of collaboration solutions that work seamlessly with your contact center.
Imagine the entire company as a giant contact center, where every question can be answered by the right person. When a complex inquiry arises, the contact center agent can easily find, call, or shoot a message over to a subject-matter expert, without ever having to leave their agent desktop.
In this way, agents are more productive, they build strong connections with back-office colleagues, and customers get answers right away.
