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…

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…