Top Contact Center Stories of 2014: Page 6 of 14

Amazon made a big splash with its video contact center application Mayday in 2013. At Cisco Live, Hans Hwang, VP of Cisco Advanced Services, spoke with Todd Walthall, VP, Digital Servicing Integration from American Express, about how the credit card company is taking customer service to the next level. Partnering with Cisco, American Express is piloting video chat capabilities in their iPad application. A demo was done that showed that with the push of a video icon button on the iPad, a video window appeared and a customer connected directly to a customer service representative to receive concierge service.

Cisco partnered with Enteprise Connect 2014 Best of Show winner CaféX to create the American Express application. CaféX will be talking about this and other mobile customer care applications in a session in the Contact Center track at Enterprise Connect 2015.