TECH SUPPLIER Apr 2021 - Market Note - Doc # EUR147639021

Cisco's New Contact Center Portfolio Caters to Market Needs

By: Oru MohiuddinResearch Manager, Mary WardleyProgram Vice President, Customer Care and CRM

Abstract

This IDC Market Note discusses Cisco's rebranded contact center solutions, which was first announced at WebexOne in December 2020.

"Cisco has amplified its contact center portfolio through well-targeted enhancements to address emerging needs in the market. It has added digital platforms that provide more flexibility for customers to access agents and enable businesses to optimize costs in terms of agents deployed, particularly during season peaks. Cisco also added features to create what it describes as 'Super Agents' by enabling call context, guidance from digital assistants, and easy access to internal experts. The company has also added data analytics to its offerings to monitor and manage customer relationship on an ongoing basis. Cisco has managed significant strides in the contact center space within a relatively short span of time and is now well positioned to take advantage of market opportunities," said Oru Mohiuddin, research manager, IDC.


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