Cisco Webex Contact Center Adds AI and Voice Capabilities

Cisco recently announced how its three most recent acquisitions will add value to its Cisco Contact Center help desk solution that's currently used by more than three million agents in over 30,000 enterprises. The announcement was made at the 10th annual Cisco Contact Center Summit on September 19, 2019, in Hollywood, Florida, which was attended by 1,100 Cisco salespersons, partners, and customers. Cisco's Contact Center is an integrated communications application suite that delivers intelligent call routing, network-to-desktop computer telephony integration (CTI), and multi-channel contact management to contact center agents over an Internet Protocol (IP) network. Cisco has been enhancing the capabilities of its contact center offerings by acquiring various products over the past year or so, and integrating those offerings' features and functionalities to its feature stack. Beginning in May 2018, Cisco finished its acquisition of business intelligence (BI) specialist Accompany.