Contact Center Solutions Featured Article

Cisco Brings Omnichannel Context to its Contact Center Solutions

March 17, 2015

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. 

That means, for example, that an organization that uses a Cisco contact center can see that a consumer first visited its website FAQ page and then emailed and chatted with the company before calling in for assistance, says Ross Daniels, Cisco’s senior director of collaboration marketing. This can make for a more seamless customer experience across channels.

Context Service tracks and catalogs all the information from all channels—which may include chat, email, phone, and website browsing history—and uses it to create pods of data that can be leveraged both immediately and in the future to help customer service organizations better understand and respond to their customers. The service also has a capability that enables contact center agents to tag certain interactions for action—such as updating a user profile or altering the company website to allow for a better customer experience.

While Context Service works only with Cisco-based contact centers, the solution includes open APIs so it can more easily be integrated with related systems that address functions like analytics.

Of course, everybody and their brother in the customer service space is talking about omnichannel solutions that break down silos between data from different customer touch points to allow for a better customer experience. Daniels says Cisco’s solution on this front is unique in that it is delivered as a cloud-based service (which, by the way, can be used with either cloud- or premises-based Cisco contact center solutions), and that the service is very easy to access from an existing contact center. Also unique to Context Service, according to Daniels, is the solution’s security. He says Context Service leverages a Cisco-invented encryption technology.

Context Service is slated for general availability in June.