A few years ago, when the contact center industry started talking about cloud being the inevitable next step in the evolution of the contact centers, there were some specific benefits which fueled that trend, such as faster delivery of innovation and updates.
Though the benefits of cloud-based software delivery are great, many on-premises contact center enterprise customers are not yet ready to migrate their contact center investments to a public cloud solution and would prefer an option that brings them the benefits of cloud technologies while safeguarding their investments and requirements for higher control, deployment flexibility, and security.
Recognizing this need, Cisco has been a proponent of hybrid cloud strategy for a while. There is no doubt that there are features and functionality that are best delivered from the cloud, even for on-premises solutions. However, what we need to maximize for is not just the delivery model but overall user experience. As an analogy, do you think a smartphone would be able to deliver the experience it delivers if it were a pure cloud only device? Probably not. It is the hybrid cloud nature of the phone hardware and software working with the cloud-based applications which delivers the exceptional experience that the world loves.
With that thinking in mind, we have doubled down on our hybrid cloud strategy to offer the cloud technology benefits that enterprise administrators care about the most and enhanced the way your on-premises contact center operates.
Cloud-like upgrade capabilities
End-to-end contact center visibility
We’ve also kept the agent top of mind when creating new features for this release; designed around making their day to day a breeze, empowering them to become super-agents, and providing them with the tools they need to work anywhere.
AI powered agent experiences
Whether you’re an IT admin or a contact center agent, we’ve added benefits to make your job easier. We’re excited to deliver all these new enhancements and features to our on-premises customers so they too can begin benefitting from the cloud. We continue to invest in user and admin functionality for on-premises and private cloud customers while giving them graceful experiences to transition to the cloud at their own pace.
For more information on Release 12.6, read our Contact Center Enterprise data sheet.
To learn more about Cisco Contact Center solutions, visit our website.
To End Frustrating Customer Experiences, We Need Connected Journey
Cisco + IMImobile: Delivering the Future of Customer Experience, Together
Changing Customer Experience with the All-New Webex Contact Center [Webinar]
Troubleshoot enterprise application performance issues with AppDynamics APM solutions
Webex Security Extends to Third-Party AI Applications Webex leverages the power of Artificial Intelligence (AI)…
UCentric takes a standard system backup (e.g., BATS) and automatically audits, translates, and provisions your…
The primary goal for healthcare organizations is to provide exceptional care to improve patient outcomes.…
Webex & Voiceitt enhance accessibility in the workplace for people with non-standard speech Accessibility is…
What is the Cisco and Kollective Solution? Cisco and Kollective have partnered to offer a…
Webex by Cisco has a long-standing technology innovation partnership with Google to improve hybrid work—across…