At Enterprise Connect 2019, Cisco announced a host of collaboration products with built-in AI. The products span meetings, contact center and UC and fit under the umbrella of cognitive collaboration.
Much of cognitive collaboration is based around the idea of giving employees context to make better, faster and smarter decisions, whether it comes to collaborating with co-workers or serving customers.
To enhance employee engagement, People Insights is now integrated into Webex. Participants of Webex meetings will now have robust profiles built from publicly available data and internal directories.
When it comes to the contact center, Customer Journey Analyzer is included in UCCE and UCCX as a cloud service for predictive analytics. Plus, Cisco Answers powered by Google Contact Center AI allows agents to get real-time contextual assistance when communicating with customers.
To figure out how Enterprise Connect 2019 announcements fit into the evolution of collaboration and what they signal for the future, we sat down with two of our collaboration experts in our latest TEC17 Podcast.
Joe Berger, Practice Director for Collaboration and EUC