{"id":382875,"date":"2020-11-24T07:57:08","date_gmt":"2020-11-24T15:57:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/aceleracion-estelar-los-expertos-analizan-lo-que-esta-por-venir-en-la-tecnologia-de-los-centros-de-contacto\/"},"modified":"2020-11-24T07:57:08","modified_gmt":"2020-11-24T15:57:08","slug":"aceleracion-estelar-los-expertos-analizan-lo-que-esta-por-venir-en-la-tecnologia-de-los-centros-de-contacto","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/aceleracion-estelar-los-expertos-analizan-lo-que-esta-por-venir-en-la-tecnologia-de-los-centros-de-contacto\/","title":{"rendered":"Aceleraci\u00f3n estelar: los expertos analizan lo que est\u00e1 por venir ..."},"content":{"rendered":"


\n
\n
\n \"acelerando
\n <\/a>Esperanza y publicidad de las soluciones de servicio y atenci\u00f3n al cliente: <\/strong>
\n<\/span>
\n perspectivas de Cisco y Gartner Research<\/strong>
\n<\/span><\/h2>\n

Recientemente, Cisco se asoci\u00f3 con Gartner Research para crear un conjunto de conocimientos profundos sobre cinco \u00e1reas tem\u00e1ticas que los profesionales de los centros de contacto y los expertos en experiencia del cliente pueden aprovechar para orientar su planificaci\u00f3n para el a\u00f1o que viene.<\/p>\n

La publicaci\u00f3n resultante, Acelerar el centro de contacto de pr\u00f3xima generaci\u00f3n<\/a><\/em>
\n ,<\/em>
\n<\/strong> presenta cinco art\u00edculos que invitan a la reflexi\u00f3n sobre asuntos cr\u00edticos para los responsables de los centros de contacto. Cada secci\u00f3n ha sido cuidadosamente redactada por los l\u00edderes de Cisco que son expertos en la materia para ayudar a guiar a aquellos que buscan entender cu\u00e1les son los temas clave que se deben tener en cuenta ya que el centro de contacto se ha unido a los canales digitales como el lugar principal de comercio y servicio en 2020 y m\u00e1s all\u00e1.<\/p>\n

Los art\u00edculos van seguidos de una copia gratuita del Gartner 2020
\n Ciclo de publicidad para las tecnolog\u00edas de servicio y atenci\u00f3n al cliente<\/em>
\n<\/a> que, a nuestro entender, hace un seguimiento de las tecnolog\u00edas clave a lo largo de su ciclo de adopci\u00f3n.<\/p>\n


\n Echemos un vistazo a la alineaci\u00f3n estelar de Cisco de expertos en centros de contacto:<\/strong>
\n<\/span><\/p>\n


\n Apoyo: el futuro de los centros de contacto<\/strong>\u00a0<\/span><\/h2>\n


\n
\n
\n \"Omar
\n <\/a>
\n Omar Tawakol<\/span>
\n <\/em>
\n<\/strong> lidera nuestro equipo de art\u00edculos. Es el vicepresidente y director general de la Contact Center Business Unit de Cisco. Omar ha creado varios negocios basados en la nube y se uni\u00f3 a nosotros desde la adquisici\u00f3n de Voicea en 2019.<\/p>\n

En su art\u00edculo,
\n Apoyo: el futuro de los centros de contacto<\/a>
\n<\/em>, Omar ofrece una amplia visi\u00f3n del panorama de nuestro negocio de centros de contacto y resalta cuatro \u00e1reas clave de inversi\u00f3n. Tambi\u00e9n describe c\u00f3mo nuestras soluciones \u201caplanar\u00e1n la curva de recursos\u201d en el centro de contacto. \u00bfEl objetivo final? Mejorar las experiencias del cliente.<\/p>\n

\u00a0<\/p>\n


\n El futuro de la IA en los centros de contacto<\/strong>
\n<\/span><\/h2>\n


\n \"Mohamed
\n<\/a>
\n
\n Mohamed El-Geish<\/span>
\n <\/em>
\n<\/strong> es el director de
\n Contact Center AI de Cisco<\/a>
\n<\/em>. Es un consumado inventor con diez patentes en innovaciones relacionadas con la IA. Su art\u00edculo,
\n El futuro de la IA<\/em>
\n<\/a>
\n ,<\/em>
\n<\/strong> tiene un giro interesante: \u00a1vea si puede localizarlo!<\/p>\n

Geish ayuda al lector a explorar algunas de las tendencias m\u00e1s importantes de la IA y a saber en qu\u00e9 punto se encuentra el ciclo de la publicidad. El lector obtendr\u00e1 ideas sobre lo que puede esperar en los pr\u00f3ximos a\u00f1os con esta megatendencia.<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n


\n Publicidad contra esperanza: experiencia del cliente<\/strong>
\n<\/span><\/h2>\n


\n
\n
\n \"Vinod
\n <\/a>
\n Vinod Muthukrishnan<\/span>
\n <\/em>
\n<\/strong> es el director de crecimiento del centro de contacto de Cisco. Vinod seguramente tiene uno de los antecedentes m\u00e1s interesantes de nuestro equipo: \u00a1sol\u00eda ser jefe de navegaci\u00f3n en un superpetrolero y pas\u00f3 nueve a\u00f1os en alta mar! La forma en que ese viaje lo motiv\u00f3 a iniciar CloudCherry, adquirida por Cisco en 2019, es de leyenda.<\/p>\n

Vinod gu\u00eda al lector a trav\u00e9s de la realidad de
\n
\n Publicidad contra esperanza: experiencia del cliente<\/em>
\n <\/strong>
\n<\/a>. Su profunda experiencia en soluciones de Voz del Cliente se ha manifestado en Cisco en nuestra funcionalidad de
\n Webex Experience Management<\/a> <\/em>. El lector aprender\u00e1 sobre experiencias del cliente predictivas y preventivas.<\/p>\n

\u00a0<\/p>\n


\n Por qu\u00e9 el centro de contacto es m\u00e1s importante que nunca<\/strong>
\n<\/span><\/h2>\n

\"Zack<\/p>\n

Como director de comunicaciones estrat\u00e9gicas de la Contact Center Business Unit de Cisco, tengo la oportunidad de hablar a diario con empresas l\u00edderes a nivel mundial que est\u00e1n reinventando sus experiencias del cliente sobre la base de la doble estrategia de innovaci\u00f3n digital y de centro de contacto. Pensar en los problemas que veo que se est\u00e1n abordando me ha llevado a crear nueve patentes de innovaci\u00f3n en centros de contacto a lo largo de los a\u00f1os.<\/p>\n

Mi tesis b\u00e1sica en <\/em>
\n Por qu\u00e9 el centro de contacto es m\u00e1s importante que nunca<\/em>
\n<\/a> se est\u00e1 desarrollando en tiempo real, ya que el centro de contacto est\u00e1 experimentando un renacimiento masivo, y est\u00e1 surgiendo en un papel principal en la experiencia del cliente empresarial. El centro de contacto dejar\u00e1 de ser un \u201ccosto que hay que administrar\u201d para convertirse en un \u201cactivo que hay que aprovechar\u201d. Los centros de contacto realmente se han convertido en los \u201cporteros digitales\u201d de la organizaci\u00f3n administrando las excepciones de la experiencia del cliente que son decisivas y que no se pueden abordar en el autoservicio.<\/p>\n


\n Los seis elementos fundamentales de la plataforma de experiencia del cliente del futuro<\/strong>
\n<\/span><\/h2>\n

\"RyanEl bateador de limpieza para nosotros es nuestro director de tecnolog\u00eda del centro de contacto de Cisco
\n Ryan Plant<\/em>. <\/strong>
\n<\/span>Ryan es veterano del desarrollo de software en la nube, que aporta una amplia experiencia a nuestra unidad de negocio del centro de contacto. Ryan ha estado muy involucrado en la arquitectura de nuestra plataforma CCaaS de pr\u00f3xima generaci\u00f3n. En su art\u00edculo, titulado\u00a0
\n Los seis elementos fundamentales de la plataforma de experiencia del cliente del futuro,<\/a>
\n<\/em>\u00a0asumir\u00e1 el papel de encargado de crear una plataforma de software moderna y l\u00edder.<\/p>\n

Ryan explica claramente por qu\u00e9 cada una de estas seis \u00e1reas es tan cr\u00edtica para la plataforma moderna de atenci\u00f3n al cliente. \u00bfY las buenas noticias? No hace falta ser un codificador para entender el recorrido por el que Ryan lleva al lector.<\/p>\n

\u00a0<\/p>\n

Recuerdo que durante a\u00f1os siempre me maravill\u00f3 la All-Star Band que Ringo Starr reun\u00eda para sus giras cada a\u00f1o: todos los mejores m\u00fasicos de diferentes grupos. Al trabajar en este proyecto, he tenido una idea de lo que debe haber sentido. \u00a1Gracias a mis colegas Omar, Geish, Vinod y Ryan por acompa\u00f1arme en el recorrido hacia el centro de contacto de nueva generaci\u00f3n!<\/p>\n

\n

Descargue su copia gratuita de <\/em><\/h2>\n


\n
\n
\n Acelerar el centro de contacto de pr\u00f3xima generaci\u00f3n<\/u>
\n <\/strong>
\n <\/a>
\n<\/em><\/h2>\n<\/blockquote>\n

Obtenga m\u00e1s informaci\u00f3n<\/strong><\/p>\n

P\u00e1gina web de las soluciones de centro de atenci\u00f3n y manejo de contactos de Cisco Cloud<\/a><\/p>\n

Con un 262% de retorno de la inversi\u00f3n: estudio de Forrester sobre el Total Economic Impact (TEI) del centro de contacto de Webex<\/a><\/p>\n

Cisco es identificada como l\u00edder en los Globe for Intelligent Contact Centers 2020 de Arag\u00f3n<\/a><\/p>\n

Cuatro recorridos, un destino: la nube<\/a>, un informe t\u00e9cnico de Mc-Gee Smith Analytics<\/p>\n","protected":false},"excerpt":{"rendered":"

Cisco se asoci\u00f3 con Gartner Research para crear un conjunto de conocimientos profundos que acelerar\u00e1n el desarrollo de los centros de contacto de pr\u00f3xima generaci\u00f3n.<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5293,1567],"tags":[5296,772],"class_list":["post-382875","post","type-post","status-publish","format-standard","hentry","category-colaboracion","category-experiencia-del-cliente","tag-centro-de-llamadas","tag-cloud-communications"],"acf":[],"yoast_head":"\nAceleraci\u00f3n estelar: los expertos analizan lo que est\u00e1 por venir en la tecnolog\u00eda de los centros de contacto | 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\" 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