Cisco Live! Barcelona News Round Up

More AI, Says Cisco

As more of the world’s megabrands find more ways to use AI, it is clearer each day, AI in contact centers is one of the biggest wins for the industry. Cisco is joining the likes of enterprises that want to leverage Google’s advanced Contact Center AI to implement IVR, chatbots, and agent assistance into their contact center portfolios.

With the help of Google Cloud’s natural language understanding, the solution will extend self-serve options for simple tasks and automatically route you to an agent for more complex concerns while extending the convenience of 24/7 virtual agents.

Webex Contact Center Enterprise

This week, Cisco unveiled a ton of improvements on the contact center front. It made no exception when it introduced “Webex Contact Center Enterprise.” The offering will support up to 24,000 agents through Cisco’s collaboration ‘Flex Plan’ that lets you pick where data is hosted – North America, Europe, Australia, and Asia, are options they said.

Huddle Rooms, Searchable Meeting Transcripts, & More

With more updates to Webex, Cisco said you can soon search recorded meeting transcripts and assign action items with custom speaker labels to better track conversations. New to the Webex team – Webex Experience Management, a solution that uses contact center data and sentiment data so agents can gauge how a customer feels to identify if they are ‘at-risk.’

In a move aimed at SMBs, Cisco announced plans for an entry-level Webex Room USB device built for huddle rooms and SMBs hoping for easy installation and management. Finally, in a recent blog post, Cisco said it wanted to give admins more control over software deployments.

“That’s why we are releasing a new section inside the control hub. You can easily see the date of the next software release, and it gives you transparency into the bugs fixed by this release”

Wireless sharing in ‘Personal Mode’ on Webex Teams is too, a possibility thanks to a recent update to the Teams app. And Cisco even launched a preview channel that lends early access to software features companies can use two-to-three-weeks before the full-scale release. The preview channel contains everything you would anticipate, including the date of the next preview release, which bugs were fixed, and a list of available features.

Last week, The Threat Post reported, Cisco patched two ‘high-severity’ bugs in its small business switch series that impacted over a half a dozen small business switches. Ahead of Cisco Live, the collaboration pioneer announced it had opened its first cybersecurity co-innovation center in Europe. The center, which will function as a research and development office, wants to find solutions to security issues facing IoT devices, digital public services, as well as 5G infrastructure.

source uctoday

Industry: Unified Communications