Cisco Market Leader Q & A

1. What AI use cases in enterprise collaboration/CX are delivering ROI today?

AI empowers effective, seamless collaboration across a distributed workforce with tools like noise cancellation, real-time translation, and audio and video intelligence. More recently, generative AI has been improving employee productivity by automating common tasks and workflows.

For CX, AI assistants enhance human capabilities by offering real-time suggestions and data insights, allowing them to focus on more complex issues. For employees, AI assistants are increasing both effectiveness and productivity with capabilities ranging from summarization to capturing meeting action items to surfacing resources.

AI Agents are replacing robotic chatbots and virtual assistants with technology that isn't just more effective, it's more intuitive and adaptable, improving both customer satisfaction and operational efficiency.

2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?
Yes! The integration of UCaaS and CCaaS significantly improves overall workflows by enabling seamless communication between all of the employees that help solve a customer’s need, unifying customer data, facilitating intelligent call routing, promoting collaboration and knowledge sharing, and providing enhanced analytics and insights. Enterprise buyers stand to benefit from increased efficiency, improved customer experiences, and optimized resource allocation, ultimately driving higher productivity and business success.

3. What trends are you highlighting at Enterprise Connect 2025?

     1) The role of AI Agents as part of a complete customer experience strategy.

     2) The value and opportunity of AI Assistants for both customer service agents and the employee workforce.

     3) The role of AI-powered collaboration devices in creating exceptional internal and external collaboration that breaks down the barriers of distance.