Presence: Empowering Customer Care

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Executive Summary

This white paper, intended for business decision makers, describes how organizations and businesses can harness the power of presence to improve their customer care. Scenarios like these are integral to the future of customer care, and they are available today with products such as Cisco Unified Expert Advisor, which increases first-call resolution and caller satisfaction by allowing presence enabled experts anywhere in the business to assist and collaborate with callers. With Cisco Unified Expert Advisor, formal contact center agents can request expert assistance on a call with just the click of a button, or request expert help through an automated self-service application. Either way, Expert Advisor combines experts' availability with innovative skills-based routing technology to automatically select the right expert or experts for each call.

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