Observed Signal · Feb 15, 2022 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Cisco and RingCentral on Balancing AI and Human Touch in CCaaS
The article examines how AI should be integrated into Contact Center as a Service (CCaaS) platforms without replacing human agents. Cisco EVP Jeetu Patel argues CCaaS must be a human support tool, enabling seamless omnichannel transitions and preserving context when customers switch channels. RingCentral's Gayathri Krishnamurthy describes AI as the next wave for contact centers, powering intent detection, agent coaching, RPA-based automation, and intelligent routing based on agent personalities. The piece also explores future developments such as mobile IVR, augmented reality, and proactive customer alerts, while cautioning that cost reduction should not be the primary automation driver. Executives emphasize that successful deployments improve customer and employee satisfaction and have a significant impact on brand loyalty.
Feature article with executive perspectives on AI in CCaaS; no major announcements, data, or industry-shifting news.
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Key Takeaways & Evidence Grounding
- Cisco EVP Jeetu Patel said CCaaS platforms should be viewed as a human support tool, not a human replacement tool.
- RingCentral AVP Gayathri Krishnamurthy called AI the 'next wave' for contact centers, enabling intent detection, predictions, and proactive service.
- The article states CCaaS applications use AI and natural language processing to manage customer journeys.
- Krishnamurthy cited RPA-based automation for updating CRM records and intelligent routing based on agent personalities as current use cases.
- Patel emphasized the need for seamless context continuity across channels in CCaaS deployments.
Connected Companies & Entities
2 Entities mapped“Jeetu Patel, Cisco's Executive Vice President and General Manager of security and collaboration, explained that these services help remove f...”
“Gayathri Krishnamurthy, RingCentral's Associate Vice President of product marketing, called AI 'the next wave' for the contact center....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
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