{"id":386500,"date":"2020-02-05T13:44:36","date_gmt":"2020-02-05T21:44:36","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-de\/intelligenz-und-die-zukunft-der-cisco-contact-centers\/"},"modified":"2020-02-05T13:44:36","modified_gmt":"2020-02-05T21:44:36","slug":"intelligenz-und-die-zukunft-der-cisco-contact-centers","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/de\/kundenerfahrungen\/intelligenz-und-die-zukunft-der-cisco-contact-centers\/","title":{"rendered":"Intelligenz und die Zukunft der Cisco Contact Centers"},"content":{"rendered":"<h2><span><br \/>\n  <strong>Die Kunden- und Agentenerfahrung mit der nahtlosen Integration von Intelligent Contact Center<\/strong><br \/>\n<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Ich habe vor Kurzem eine Sitzung am Cisco LIVE Prozentt Ende Januar durchgef\u00fchrt, bei der eine Ansicht der neuen Cisco-Architektur angeboten wurde, die der Integration von Contact Centern mit einer vom Menschen bestimmten Intelligenz (AI) zugrunde liegt. Zu den Gespr\u00e4chsgespr\u00e4chen geh\u00f6rten Anbieter von Collaboration and AI, details der strategischen Partnerschaft mit Contact Center AI (CCAI) von Google Cloud, einige praktische Beispiele und Live-Demos von KI- und Cisco Contact Center-L\u00f6sungen sowie deren sofortigen positiven Auswirkungen f\u00fcr das Unternehmen, z. B. verbesserte Kundenerfahrung und geringere Kosten.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Ein besonderer Schwerpunkt lag dabei auf den Aspekten &#8222;Zu Markt gehen&#8220; und der Rolle der Cisco Contact Center-Partner.<\/span><\/p>\n<p><strong><br \/>\n  <u><br \/>\n    <span data-preserver-spaces=\"true\">AGENDA<\/span><br \/>\n  <\/u><br \/>\n<\/strong><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Innovation und Trends im Contact Centers-Markt<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Eine offene Architektur f\u00fcr das moderne Contact Center<\/span><\/li>\n<li><span><br \/>\n  <strong>Zwei Live-Demos<\/strong> <\/span> der Google AI-Integration in Cisco Contact Centers<\/li>\n<li><span data-preserver-spaces=\"true\">Cisco CC-Intelligenz f\u00fcr Intelligenz<\/span>\n<ul>\n<li><span><br \/>\n  <strong><\/strong> <\/span><span data-preserver-spaces=\"true\">Agentenunterst\u00fctzungsdienste<\/span><\/li>\n<li><strong><br \/>\n  <span data-preserver-spaces=\"true\"><br \/>\n    <span>Dienste des virtuellen<\/span> <\/span> <\/strong><span data-preserver-spaces=\"true\">Agenten<\/span><\/li>\n<\/ul>\n<\/li>\n<li><span data-preserver-spaces=\"true\">GoTo Weiterentwickelte<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Fazit<\/span><\/li>\n<\/ul>\n<p><strong><br \/>\n  <span>Sehen Sie sich die vollst\u00e4ndige Sitzung an:<\/span>\u00a0<\/strong><\/p>\n<p><iframe loading=\"lazy\" title=\"Cisco LIVE Barcelona 2020 - Artificial Intelligence and the future of Cisco Contact Centers\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Al4T7qJXy-g?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<hr \/>\n<p><strong>Weitere Informationen<\/strong>  zu YouTube-Videos: <a href=\"https:\/\/www.youtube.com\/watch?v=qS8qrt2YKeA\">Cisco Intelligence in Kontaktzentren: Unterst\u00fctzung f\u00fcr<\/a>  Chat-\u00dcbersetzung \u2013 Video auf SalesConnect: <a href=\"https:\/\/salesconnect.cisco.com\/#\/content-detail\/e8510d8b-4f2e-4e2e-bce9-c763819c3d4e\">Cisco Intelligence in Kontaktzentren: Unterst\u00fctzung f\u00fcr<\/a>  Chat-\u00dcbersetzung \u2013 Video auf YouTube: <a href=\"https:\/\/youtu.be\/lNKWEG5WSDM\">Cognitive Contact Centers \u00dcbersetzung der Sprach\u00fcbersetzung<\/a>  Cisco Blogs: <a href=\"https:\/\/blogs.cisco.com\/collaboration\/innovative-call-centers-with-conversation-ivr-powered-by-artificial-intelligence\">Cisco Intelligence in Kontaktzentren: Conversational IVR<\/a>  Cisco Blogs: <a href=\"https:\/\/blogs.cisco.com\/developer\/hybrid-chat-challenge-winner\">Hybrid-Chat f\u00fcr Cisco Journey Solutions<\/a>  Cisco Blogs: <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-artificial-intelligence-journey-in-contact-centers\">Die Intelligence-Reise in Contact Centers<\/a>  Cisco-Blogs: <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-and-google-future-of-work\">Zukunft der Arbeit mit Blogs von Cisco und Google<\/a>  Cisco: <a href=\"https:\/\/blogs.cisco.com\/developer\/web-mobile-on-prem-solution\">Web- und mobile On-Prem-L\u00f6sung Maximierung der Kundenerfahrung<\/a>  Google: <a href=\"https:\/\/cloud.google.com\/blog\/products\/ai-machine-learning\/contact-center-ai-now-ga?utm_source=linkedin&#038;utm_medium=unpaidsocial&#038;utm_campaign=googlecloud-SAother-notrelevant&#038;utm_content=productlaunchandupdate&#038;linkId=77041571\">Bieten Sie ein au\u00dfergew\u00f6hnliches Kundenerlebnis mit Contact Center AI, jetzt GA<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sehen Sie, wie Cisco seine Partnerschaft mit Google Cloud ausbaut, um CCAI-f\u00e4hige Funktionen (wie Conversational IVR, Chatbots und Agent Assist) in sein Contact Center-Portfolio zu holen. <\/p>\n","protected":false},"author":5447,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1564,5263],"tags":[7984,5266,6214,7987,4733],"class_list":["post-386500","post","type-post","status-publish","format-standard","hentry","category-kundenerfahrungen","category-zusammenarbeit","tag-call-center-management-de","tag-callcenter","tag-callcenter-as-a-service","tag-enterprise-contact-center-de","tag-kunstliche-intelligenz"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Sehen Sie, wie Cisco seine Partnerschaft mit Google Cloud ausbaut, um CCAI-f\u00e4hige Funktionen (wie Conversational IVR, Chatbots und Agent Assist) in sein Contact Center-Portfolio zu holen.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-02-05T21:44:36+00:00\" \/>\n<meta name=\"author\" content=\"Massimiliano Caranzano\" \/>\n<meta name=\"twitter:label1\" content=\"Verfasst von\" \/>\n\t<meta name=\"twitter:data1\" content=\"Massimiliano Caranzano\" \/>\n\t<meta name=\"twitter:label2\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 Minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/\"},\"author\":{\"name\":\"Massimiliano Caranzano\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/95c7288a2e123ffae00022d40fd0d730\"},\"headline\":\"Intelligenz und die Zukunft der Cisco Contact Centers\",\"datePublished\":\"2020-02-05T21:44:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/\"},\"wordCount\":274,\"commentCount\":0,\"keywords\":[\"call center management\",\"Callcenter\",\"Callcenter as a Service\",\"Enterprise Contact Center\",\"k\u00fcnstliche Intelligenz\"],\"articleSection\":[\"Kundenerfahrungen\u00a0\",\"Zusammenarbeit\"],\"inLanguage\":\"de-DE\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/\",\"name\":\"Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\"},\"datePublished\":\"2020-02-05T21:44:36+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/95c7288a2e123ffae00022d40fd0d730\"},\"breadcrumb\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/#breadcrumb\"},\"inLanguage\":\"de-DE\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/artificial-intelligence-and-the-future-of-cisco-contact-centers\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/blog.webex.com\\\/de\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Intelligenz und die Zukunft der Cisco Contact Centers\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/\",\"name\":\"Webex Blog\",\"description\":\"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"de-DE\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/95c7288a2e123ffae00022d40fd0d730\",\"name\":\"Massimiliano Caranzano\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"de-DE\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g\",\"caption\":\"Massimiliano Caranzano\"},\"description\":\"Massimiliano Caranzano is part of the EMEAR Collaboration team and oversees ecosystem partners and Customer Journey Solutions. Massimiliano has been with Cisco for 22 years working as system engineer in Italy in both Enterprise and Service Providers teams, EMEA consultant, EMEA business development manager, advanced technologies Marketing manager for commercial market in Europe, Advanced Technologies Channel Leader for European and Emerging theatres, head of Collaboration partner organization EUROPE and senior manager in the World Wide Collaboration team. Prior to joining Cisco, Massimiliano spent 2 years in the networking business working for the research center of Telecom Italia and previously was a researcher at University of Genova in the department of Telecommunication and Data networks. Massimiliano has a Bachelor of Science degree in Electronic Engineering from the University of Genova, Italy.\",\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/in\\\/massimilianocaranzano\\\/\"],\"url\":\"https:\\\/\\\/blog.webex.com\\\/de\\\/contributors\\\/massimilianocaranzano\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/","og_locale":"de_DE","og_type":"article","og_title":"Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog","og_description":"Sehen Sie, wie Cisco seine Partnerschaft mit Google Cloud ausbaut, um CCAI-f\u00e4hige Funktionen (wie Conversational IVR, Chatbots und Agent Assist) in sein Contact Center-Portfolio zu holen.","og_url":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/","og_site_name":"Webex Blog","article_published_time":"2020-02-05T21:44:36+00:00","author":"Massimiliano Caranzano","twitter_misc":{"Verfasst von":"Massimiliano Caranzano","Gesch\u00e4tzte Lesezeit":"1 Minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/#article","isPartOf":{"@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/"},"author":{"name":"Massimiliano Caranzano","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/95c7288a2e123ffae00022d40fd0d730"},"headline":"Intelligenz und die Zukunft der Cisco Contact Centers","datePublished":"2020-02-05T21:44:36+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/"},"wordCount":274,"commentCount":0,"keywords":["call center management","Callcenter","Callcenter as a Service","Enterprise Contact Center","k\u00fcnstliche Intelligenz"],"articleSection":["Kundenerfahrungen\u00a0","Zusammenarbeit"],"inLanguage":"de-DE","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/","url":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/","name":"Intelligenz und die Zukunft der Cisco Contact Centers | Webex Blog","isPartOf":{"@id":"https:\/\/blog.webex.com\/es\/#website"},"datePublished":"2020-02-05T21:44:36+00:00","author":{"@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/95c7288a2e123ffae00022d40fd0d730"},"breadcrumb":{"@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/#breadcrumb"},"inLanguage":"de-DE","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/blog.webex.com\/customer-experience\/artificial-intelligence-and-the-future-of-cisco-contact-centers\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.webex.com\/de\/"},{"@type":"ListItem","position":2,"name":"Intelligenz und die Zukunft der Cisco Contact Centers"}]},{"@type":"WebSite","@id":"https:\/\/blog.webex.com\/es\/#website","url":"https:\/\/blog.webex.com\/es\/","name":"Webex Blog","description":"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.webex.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"de-DE"},{"@type":"Person","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/95c7288a2e123ffae00022d40fd0d730","name":"Massimiliano Caranzano","image":{"@type":"ImageObject","inLanguage":"de-DE","@id":"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g","caption":"Massimiliano Caranzano"},"description":"Massimiliano Caranzano is part of the EMEAR Collaboration team and oversees ecosystem partners and Customer Journey Solutions. Massimiliano has been with Cisco for 22 years working as system engineer in Italy in both Enterprise and Service Providers teams, EMEA consultant, EMEA business development manager, advanced technologies Marketing manager for commercial market in Europe, Advanced Technologies Channel Leader for European and Emerging theatres, head of Collaboration partner organization EUROPE and senior manager in the World Wide Collaboration team. Prior to joining Cisco, Massimiliano spent 2 years in the networking business working for the research center of Telecom Italia and previously was a researcher at University of Genova in the department of Telecommunication and Data networks. Massimiliano has a Bachelor of Science degree in Electronic Engineering from the University of Genova, Italy.","sameAs":["https:\/\/www.linkedin.com\/in\/massimilianocaranzano\/"],"url":"https:\/\/blog.webex.com\/de\/contributors\/massimilianocaranzano\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/posts\/386500","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/users\/5447"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/comments?post=386500"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/posts\/386500\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/media?parent=386500"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/categories?post=386500"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/de\/wp-json\/wp\/v2\/tags?post=386500"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}