Webex Contact Center Event
AI helping customer service
After the welcome by the commercial director of Solutel , Mª Cruz Alcocer and Daniel Schlenzig (Head of CX Sales @ Cisco | Customer Experience Transformation).
Enrique San Valero presents :
The Revolution of the Contact Center with Generative AI
Enrique San Valero showed us how artificial intelligence is transforming Contact Centers. From real-world success stories to practical tips for using models like ChatGPT, we learned how AI streamlines tasks, improves customer experience, and opens up new opportunities. Risks such as biases or “hallucinations” were also addressed, and how to face them responsibly. A talk to catch up and look to the future with intelligence!
ACXaaS and experiences that make a difference
Arnaud Beaumesnil presented how Cisco’s portfolio drives customer experience in modern Contact Centers, with the concept of CXaaS as an engine of evolution. Then, Daniel Ferrer surprised us with a live demo: a secure multi-channel solution that integrates voice (IP, mobile, fixed), chat, and tools such as CRM or ticketing systems. All designed to personalize each interaction and provide real value, without taking a step back.
A demo that says it all (and shows it!)
The demonstration was a practical spectacle: we saw in action the screen of a Contact Center agent managing multiple channels such as instant messaging, direct calls, virtual assistants, integration with ticketing tools, customer identification, and even real-time transcription.
Here is a video summary and a final photo of the moment. It’s worth a thousand words!
