Cisco Digitized Agent: Using Decisioning to Route Complexity to Best Available Agent
- Steve Power, Senior Director, Customer and Partner Services, Cisco
- Chat Villarosa, CPS Digitization COE, Cisco
- Dawn Wang, Business Architect and Service Owner, Cisco
"1.5 million cases per year are digitized, reducing back office agents by 50% while removing 33% of cost and increasing front office by 350%"
- — Steve Power, Senior Director, Customer and Partner Services, 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 Agent driven by complex factors such as customer value, prior case history, skillsets and availability.