As I described in a February post, an important decision Cisco Collaboration faced in 2019 was whether to build or buy on cloud contact center. As is often true in business, the ultimate decision combined both strategies, and Cisco is sharing details as part of its WebexOne event, a virtual coming-out party for the new Webex Contact Center solution.
The Build
In an analyst pre-briefing, Javed Khan, SVP and GM of Cisco Collaboration, spoke frankly about Cisco’s need to show more progress innovating its contact center portfolio. “We were trying to take a stack that was built for a hosted environment and place it in the cloud,” Khan told analysts.