Consider the following:
Context Services, a Cisco cloud-based solution, utilizes all the digital trails that customers lead to enable the best service experience — think of these like breadcrumbs that the customer is leaving along their journey. If I’m trying to fill a prescription, I might poke around a few different spots on the pharmacy website, but ultimately not find the answer that I’m looking for. All of those clicks are stored in Context Services. Next, I might pick up the phone to get my question answered. Traditionally, on the phone I would be played a menu with numerous different options to identify what I’m calling about. Essentially, I’m starting from scratch and the web and phone experience are completely disparate.
Imagine utilizing those digital breadcrumbs in Context Services to make decisions on how to treat the customer in real-time. With Salesforce intelligence and Cisco data, you can capture those insights from their clicks on the website, so that when the customer picks up the phone, you can immediately prompt them with “Are you calling about a prescription refill?” The best customer experiences are as smooth as possible, and that’s what Cisco and Salesforce are partnering to deliver together — still to hit the market. Additionally, with the power of artificial intelligence, the system continues to get more predictive and intelligent the more you use it.