Session: Customer Case Study

Cisco Customer Service - from dynamic customer engagement to digital delivery through Pega Customer Service

Date and Location

June 3, 2019, 3:30PM - 4:15PM
Chairman's Ballroom 370 Mon


  • Steve Power
    Senior Director, Central Operations
  • Chat Villarosa
    Director, Digitization Center of Excellence Customer and Partner Services

CIsco has been on a digital transformation journey which has simplified and automated our processes, uplifted our people roles to engage customers on outcomes instead of work on cases. The migration to Customer Service integrates our experience - dynamically managing the customer request to derive intent, intelligent routing to the best available agent (using real time decisioning and text analytics), automating delivery through guided workflows, process and desktop automation. Learn how Cisco is linking dynamic customer engagement to automated/robotic delivery as part of a digital platform.