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Google Embraces the Contact Center: Page 14 of 21

Cisco Intelligent Contact Center for Presidio

In its booth, Cisco showed an integration between Cisco Contact Center Express (a premises solution) and Contact Center AI Agent Assist. As seen here, Agent Assist is delivered as a gadget within the Cisco Finesse Agent Desktop. Presidio, a Cisco partner that uses Contact Center Express, has created a proof of concept (PoC) of Agent Assist with chat. Contact Center AI features would be delivered from the cloud to agents working on cloud, hybrid, or premises-based systems, Famous said.

In addition, Cisco plans to deliver Agent Assist through Finesse, thereby essentially making it available to all the three million contact center agents working on Cisco today, both in premises and cloud deployments, he added.