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Part 1: Contact Centers No Longer a One-Way Street

The movement from single to omnichannel.

By CDW Expert
|
July 20, 2015
Digital Workspace

Contact centers are undergoing a major transformation. The customer experience has gone from being single channel predominately focused on voice to multichannel – and now omnichannel. Let’s focus on one solution within the multichannel scenario though: Remote Expert Mobile that was recently released by Cisco. Consumers are demanding rich interaction with the companies they want…

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The Customer Journey: A Look at Cisco’s Newly-Announced Cloud Context Service (Part 2)

By Scott Petersen
|
May 28, 2015
Cloud, Digital Workspace

Last quarter, we looked at the shift from multichannel to omnichannel, as well as the rich content that can be integrated into a Cisco Enterprise Contact Center. Cisco has a rich partner ecosystem which enables their software to do some extraordinary things, and that laid the foundation for moving them into this omnichannel world and…

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