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Google Embraces the Contact Center: Page 13 of 21

Cisco Integrates with Google Contact Center AI

Tod Famous, director of contact center products at Cisco, introduced himself during the "How AI is Transforming Customer Care" session by saying that he joined Cisco in 2001 when the enterprise communications and the contact center were making the transition from TDM switches to IP-based systems and software-driven solutions. He went on to say that he is "as excited about the transition we are about to begin as we move to AI-powered contact center systems" as he was during those days of the TDM-to-IP transition.

Cisco is building common cloud services that work across all the platforms of the Cisco Customer Journey Solutions portfolio, Famous reported. He mentioned Cisco had been working with before its acquisition by Google, and has integrated the technology into its chat capability.

Finally, Cisco believes that AI will transform every component of how the contact center works and every part of the customer journey, he said.