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The article primarily discusses Cisco's strategy of integrating AI agents to orchestrate continuous customer relationships, moving beyond simple transactional bots to a broader "agentic" framework that shares context across touchpoints. This shift represents a significant evolution in how AI products are deployed within enterprise contact centers to manage complex customer journeys autonomously.
Why Cisco is turning contact centers into context centers
A customer calling a support line doesn’t think about org charts. They don’t know or care whether they’ve reached the storefront, the billing department or the contact center, since to them it’s all just one continuous relationship with a brand. Most companies can’t deliver on that assumption today because their systems don’t share context across […] The post Why Cisco is turning contact centers into context centers appeared first on SiliconANGLE.
A customer calling a support line doesn’t think about org charts. They don’t know or care whether they’ve reached the storefront, the billing department or the contact center, since to them it’s all just one continuous relationship with a brand. Most companies can’t deliver on that assumption today because their systems don’t share context across touchpoints, which is why some vendors are pushing to turn the traditional contact center into what they call a context…
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