Cisco Digitized Agent: Using Decisioning to Route Complexity to Best Available Agent

Cisco Digitized Agent: Using Decisioning to Route Complexity to Best Available Agent

Breakout
Jun 05, 2017 | 2:30 PM
Premier Ballroom 317
  • Steve Power, Senior Director, Customer and Partner Services, Cisco
  • Chat Villarosa, CPS Digitization COE, Cisco
  • Dawn Wang, Business Architect and Service Owner, Cisco

Cisco has been evolving to a World Class Customer Services model to simplify and automate work using Pega. Learn how they are using Decisioning to power the Intelligent Routing of non-automated work to the Best Available Agenda driven by complex factors such as customer value, prior case history, skillsets and availability.