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
  • 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 Agenda driven by complex factors such as customer value, prior case history, skillsets and availability.